ServiceNow Administrator

The ServiceNow Administrator is responsible for the day-to-day administration, configuration, and maintenance of the organization's ServiceNow platform. This role supports ITSM workflows, manages user access, and ensures platform stability and performance. The ideal candidate is a hands-on technical professional who can translate business requirements into platform configurations and work collaboratively with stakeholders across IT and the business. 

Location: Remote, working hours are based on the US Eastern Timezone. 

About the Company:

Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency.

KEY RESPONSIBILITIES 

• Administer and maintain the ServiceNow platform, including user management, group roles, and access controls. 

• Configure and customize ServiceNow modules such as Incident Management, Problem Management, Change Management, Service Catalog, and CMDB. 

• Build and maintain workflows, notifications, UI policies, business rules, and client scripts using low-code/no-code tools. 

• Create and manage Service Catalog items, record producers, and variable sets. 

• Monitor platform health, manage upgrades, patches, and hotfixes in coordination with the ServiceNow team. 

• Perform data imports, transform maps, and data integrity checks. 

• Develop and maintain reports, dashboards, and performance analytics for stakeholders. 

• Support integration configurations using REST/SOAP APIs and MID Server setup. 

• Document configurations, processes, and change history in accordance with change management policies. 

• Provide Tier 2/3 platform support and resolve escalated incidents related to ServiceNow functionality. 

• Collaborate with developers and architects on platform improvements and new feature rollouts. 

• Participate in testing (UAT) for new releases, plugins, and customizations. 

REQUIRED SKILLS & TECHNICAL COMPETENCIES 

• Strong working knowledge of ServiceNow core modules: ITSM (Incident, Problem, Change, Request), Service Catalog, CMDB. 

• Proficiency with ServiceNow Studio, Update Sets, and deployment across environments (Dev/Test/Prod). 

• Experience with ServiceNow UI customization: forms, views, list controls, UI policies, client scripts. 

• Ability to write basic JavaScript for client scripts, business rules, and script includes. 

• Familiarity with ServiceNow Flow Designer and/or Legacy Workflow Editor. 

• Understanding of ITIL fundamentals and how they apply to ITSM workflows. 

• Experience with REST API calls and ServiceNow integration basics (IntegrationHub a plus). 

• Ability to manage CMDB data integrity, relationships, and discovery schedules. 

• Knowledge of Access Control Rules (ACLs), roles, and groups. 

• Proficiency in creating Performance Analytics indicators and dashboards. 

• Basic understanding of ServiceNow MID Server installation and configuration. 

• Familiarity with Agile/Scrum methodology and sprint-based project delivery. 

• Experience with ServiceNow HRSD, CSM, or ITOM modules. 

• Exposure to ServiceNow Virtual Agent or AI/ML features. 

• Knowledge of LDAP/Active Directory integration with ServiceNow. 

• Experience with Jira or similar ticketing/project tracking tools. 

• Understanding of ServiceNow GlideRecord API and scripting best practices. 

• Strong analytical and problem-solving skills with attention to detail. 

• Clear written and verbal communication; ability to translate technical concepts for non-technical stakeholders. 

• Collaborative team player, comfortable working across IT, HR, Finance, and business units. 

• Self-motivated with ability to manage multiple priorities in a fast-paced environment. 

• Willingness to learn and stay current with ServiceNow releases and best practices. 

EDUCATION & CERTIFICATIONS 

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). 

• ServiceNow Certified System Administrator (CSA) – a plus 

• ITIL Foundation certification – a plus. 

• ServiceNow Certified Implementation Specialist (CIS) in any module - a plus. 

What We Offer:

• Opportunities for professional growth and development.
• A collaborative and inclusive work environment.
• The chance to work on impactful projects with a talented team.
• Excellent compensation in USD.
• Hardware and software setup.