[MSO] Senior ServiceNow Administrator

Software Mind develops solutions that make an impact for companies around the globe. Tech giants & unicorns, transformative projects, emerging technologies and limitless opportunities – these are a few words that describe an average day for us. Building cross-functional engineering teams that take ownership and crave more means we’re always on the lookout for talented people who bring passion and creativity to every project. Our culture embraces openness, acts with respect, shows grit & guts and combines employment with enjoyment.

Project – the aim you’ll have

You will join the ServiceNow team building a new platform for a Dutch provider of cloud services to the public sector. We are replacing an instance customised over 10+ years with a clean, out-of-the-box implementation on the latest release. Small senior team of developers and architects, direct client contact, fully remote. A long-term engagement with room to grow towards ITOM, CMDB and CSDM work.

Roll – how you’ll contribute

• Own day-to-day platform operations: incidents, service requests, access and role administration, and configuration changes, working to contractual SLAs 
• Take technical ownership of access control: role and group model, ACL design and implementation, and periodic access reviews 
• Own integration operations: monitor, troubleshoot and repair running integrations, and specify the change when the fix is a design change rather than a configuration one 
• Maintain CMDB data quality and the CI class model in daily operation 
• Act as the technical authority for operational change: assess impact, decide to configure versus customize, and protect out-of-the-box integrity 
• Reverse-engineer undocumented legacy configuration and document it, so the platform stops depending on individuals 
• Run platform lifecycle work: upgrades and patching, update set promotion between environments, and vendor cases with ServiceNow 
• Work independently with client stakeholders, turning operational issues into decisions they can take 
• Own day-to-day platform operations: incidents, service requests, access and role administration, configuration changes and Service Portal maintenance, working to contractual SLAs  
• Take technical ownership of identity and access: LDAP and AD synchronization, user and group imports, role and group model, ACL implementation and periodic access reviews 

Expectations – the experience you need

• Valid ServiceNow Certified System Administrator (CSA) and valid Certified Data Foundations  
• Minimum 5 years of hands-on ServiceNow experience, including at least 2 years with technical ownership of a production instance  
• Proven ability to work inside a heavily customized instance: reading, debugging and modifying Business Rules, Script Includes, Client Scripts and flows written by someone else, with JavaScript and GlideRecord at a level that allows writing and debugging, not only reading  
• Hands-on RBAC configuration: role and group model, ACLs, user criteria, delegated administration and access reviews  
• LDAP and AD synchronization and data imports: import sets, transform maps, scheduled imports, coalescing rules and troubleshooting failed loads, together with CMDB class model, CI relationships and data quality  
• Functional knowledge of integrations: how REST and SOAP interfaces, IntegrationHub and the MID Server fit together, and the ability to diagnose a failing interface and hand a precise specification to a developer  
• Service Portal: configuration and maintenance of portal pages, widgets and catalogue presentation for end users  
• Fluent English, and the ability to hold a technical position in front of client stakeholders  

Additional skills – the edge you have

• ServiceNow ITOM: Discovery, Service Mapping,
• Event Management CSDM framework experience 
• ServiceNow Certified Implementation Specialist in ITSM, ITOM or Discovery 
• Experience in a multi-tenant or managed service provider environment, where several end customers share one instance 
• Dutch language, or previous experience working with a Dutch client 

What we offer:

• Flexible and remote cooperation options
• International projects with leading global clients
• Travels related to international projects
• Non-corporate atmosphere
• Access* to language classes
• Access* to knowledge-sharing initiatives
• Access* to private healthcare and life insurance
• Access* to multisport card

*The availability and terms of individual benefits may vary depending on the chosen form of cooperation.