Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
ROLE PURPOSE
We are seeking an experienced and ServiceNow Certified System Administrator to join our ITSM team. This role is responsible for the operational support, configuration, and enhancement of ITSM toolsets (primarily ServiceNow), supporting global and regional IT operations.
The ideal candidate will drive the successful onboarding of clients, implementation of system improvements, and governance of ITSM-related processes and knowledge assets.
ROLE RESPONSIBILITIES:
ServiceNow Administration & Enhancements
- Perform day-to-day administration of the ServiceNow platform, including Incident, Request, Knowledge, Problem, and Self-Service modules.
- Validate specifications, test enhancements, and manage releases into Production.
- Manage platform enhancements and customer-specific requirements.
- Coordinate testing activities for system upgrades and newly developed features.
- Define service catalog items, SLAs, dashboards, and reports for both internal and customer use.
- Escalate system defects and support resolution with global teams.
- Support integrations with other toolsets (e.g., Autotask, Freshservice, ManageEngine).
Client Onboarding & Configuration Management
- Oversee the onboarding of clients into ITSM systems, ensuring Configuration Items (CIs) are correctly entered and validated.
- Service portfolio and description association based on clients agreed services
- Support configuration validation with ITOM specialists to maintain monitoring platform accuracy.
- Manage the bi-directional API integration between platforms for seamless data exchange and reporting.
Process Improvement & Governance
- Lead local process improvement initiatives by converting ideas into actionable demands or enhancements.
- Collaborate with Governance and Compliance teams to ensure processes meet ISO and other standards.
- Document ITSM processes, procedures, technical solutions, and ensure knowledge articles are current and accessible.
Knowledge Management & Training
- Lead Knowledge Management, including article creation, lifecycle tracking, and usage metrics.
- Deliver training and workshops on ITSM toolsets, processes, and reporting capabilities for internal teams and clients.
Knowledge Management & Training
- Any other adhoc tasks relating to ServiceNow local management and integration
DELIVERY RESPONSIBILITIES:
- Deliver client onboarding requirements into the ITSM platform, including Configuration Item setup and service catalog definitions.
- Generate scheduled and ad hoc reports, requests and dashboards for internal stakeholders, clients, SDMs, and ExCo.
- Assist in preparing reports and visualizations for client service reviews and performance management meetings.
- Ensure system-generated reports accurately reflect SLA compliance, incident/request trends, and customer satisfaction metrics.
- Validate and test new ServiceNow modules or upgrades in collaboration with global teams before production release.
- Support and assist in the configuration, testing, and ongoing use of internal platforms such as Salesforce and Flowgear.
- Configure and manage integration workflows through Dell Boomi middleware to our ServiceNow platform, ensuring seamless data synchronization and process automation.
KEY PERFORMANCE INDICATORS:
KPI's
- License Utilization: Tracks how efficiently ServiceNow licenses are being used.
- Compliance and Security Metrics: Ensures adherence to security policies and regulatory requirements.
- SLA Breach Rate: Track and manage of incidents and requests within SLA and mitigate those that exceed the SLA limits.
- Timely Delivery of API Integration projects.
Skills and Competencies
- Excellent communication skills.
- High levels of emotional intelligence to manage conflict.
- API integration – Dell Boomi middleware.
PERSON REQUIREMENTS:
EXPERIENCE:
- Experience working with ITSM platforms (ServiceNow, Autotask, Freshservice).
- Ability to perform 1st line investigation and triage of platform issues.
- Advanced skills in defining and documenting process and/or procedures.
QUALIFICATIONS:
- ITIL Foundation qualification.
Similar Jobs
What We Do
Logicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world.
Through a globally connected network of specialist hubs, sector-leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience.
As Architects of ChangeTM, Logicalis’ focus is to design, support, and execute customers’ digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability.
