Technology ServiceNow Administrator

Cooley is seeking a Technology ServiceNow Administrator to join the Technology Platforms & Applications team.

About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley’s success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a ‘one-firm’ culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do.

Hybrid Schedule Philosophy: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.

Position summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes.

The Technology ServiceNow Administrator is responsible for the administration, configuration, and enhancement of the ServiceNow platform across multiple functional areas, including Hardware Asset Management (HAM), Software Asset Management (SAM), Security Operations (SecOps), Employee Center, Workspaces, AI capabilities, and core platform services. The role supports ongoing IT Service Management (ITSM) processes while delivering new platform capabilities and business initiatives.

This position maintains the health, security, and performance of the ServiceNow platform while facilitating Agile delivery for the ServiceNow team. Responsibilities include managing and refining the product backlog, facilitating Scrum ceremonies, removing impediments, coordinating with ServiceNow technical leadership, process owners, and ensuring the successful delivery of platform enhancements. The ideal candidate combines strong ServiceNow administration expertise with Agile facilitation skills to drive automation, streamline processes, and continuously improve the user experience across the platform.  Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

• Administer, configure, maintain, and support the ServiceNow platform, including ITSM, ITOM (IT Operations Management), including CMDB, Discovery, Service Mapping, Employee Center, Workspaces, Platform Analytics, AI capabilities, and additional ServiceNow applications as required
• Perform platform administration activities, including user and role management, groups, security controls, access management, instance health monitoring, performance optimization, platform maintenance, and governance
• Configure and maintain ServiceNow applications using out-of-the-box capabilities and platform best practices, including forms, lists, catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, knowledge articles, and platform configurations
• Administer and enhance ITSM processes, including Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management
• Administer and support IT Operations Management (ITOM) capabilities, including Configuration Management Database (CMDB) governance, Discovery, Service Mapping, Event Management, Management, Instrumentation, and Discovery (MID) Servers, configuration data quality, and operational health, while partnering with infrastructure teams to ensure accurate and reliable service data
• Support Employee Center, Workspaces, and self-service capabilities to improve the overall employee experience
• Support platform integrations with internal and third-party applications using Representational State Transfer Application Programming Interfaces (REST APIs), IntegrationHub, web services, and approved integration technologies
• Coordinate platform upgrades, releases, cloning activities, patching, testing, deployment activities, and post-release validation to ensure platform stability and minimize business disruption
• Monitor platform health and performance, troubleshoot technical issues, perform root cause analysis, and coordinate the resolution of incidents, defects, and service requests
• Develop and maintain reports, dashboards, Platform Analytics, and operational metrics that provide meaningful insights to technology leadership and business stakeholders
• Maintain platform documentation, technical standards, governance processes, operational procedures, and configuration records
• Partner with business stakeholders, Product Owners, and technical teams to gather requirements, prioritize enhancements, and deliver scalable platform solutions
• Participate as an active member of Agile delivery teams, supporting backlog refinement, sprint planning, daily stand-ups, sprint reviews, retrospectives, estimation activities, and release planning while managing assigned stories and tasks within Agile Boards
• Manage assigned stories, defects, enhancements, and platform support activities using ServiceNow Agile Development or approved Agile management tools, ensuring timely delivery and adherence to sprint commitments
• Support implementation and adoption of emerging ServiceNow capabilities, including AI-powered features, workflow automation, Platform Analytics, and future platform innovations
• Collaborate with developers, architects, infrastructure teams, security teams, vendors, and project managers to deliver secure, scalable, and high-quality platform solutions.
• Identify opportunities for platform optimization, automation, standardization, and continuous service improvement\
• All other duties as assigned or required

Skills and experience:

Required:

• After orientation at Cooley LLP, exhibit proficiency in Microsoft Office, iManage, and other firm applications
• Ability to work extended and/or weekend hours, as required
• Ability to travel, as required
• 4+ years of experience administering, configuring, implementing, and supporting ServiceNow solutions in complex enterprise environments (Senior level designation will be considered for those with 6+ years of experience and demonstrated experience operating at a senior level)
• Strong experience supporting ServiceNow modules, including ITSM, ITAM (IT Asset Management) (HAM/SAM), SecOps (Vulnerability Response and Security Incident Response), Employee Center, Workspaces, AI capabilities, and related platform services
• Experience supporting ITOM modules, including Discovery, Event Management, and Service Mapping
• Strong understanding of ServiceNow platform architecture, configuration, and administration best practices
• Proficiency with ServiceNow administration, configuration, and scripting, including JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Catalog Items, Record Producers, Flow Designer, and workflow automation.
• Experience managing platform administration activities, including user access, roles, groups, security controls, performance monitoring, instance maintenance, and release management
• Experience integrating ServiceNow with internal and third-party systems using REST and SOAP (Simple Object Access Protocol) APIs, XML, and JSON
• Strong understanding of ITIL principles and processes, including Incident, Problem, Change, Request, Asset, and Knowledge Management
• Experience gathering business requirements, documenting processes, writing user stories and acceptance criteria, and coordinating delivery efforts with business stakeholders, business analysts, developers, and vendors
• Experience working in Agile, Scrum, or DevOps environments, including sprint planning and execution, testing, change management, and deployment processes.
• Experience working with data imports, relational databases, and ServiceNow tables while maintaining data integrity and normalization
• Experience in troubleshooting complex ServiceNow platform issues, performing root-cause analysis, and leveraging diagnostic tools, updating sets, and platform best practices to implement sustainable solutions
• Experience evaluating new ServiceNow capabilities and recommend platform improvements that align with business objectives and operational requirements

Preferred:

• Bachelor's degree or equivalent experience in Computer Science, Information Systems, or a related field.
• Advanced degree in a related discipline
• Any of the following ServiceNow certifications:
  • Certified System Administrator (CSA)
  • Certified Application Developer (CAD)
  • Certified Implementation Specialist (CIS) in ITSM, ITOM, Discovery, ITAM, or SecOps
  • ITIL v3 or ITIL v4 certification
• Experience with ServiceNow Discovery, MID Servers, integrations, and automation capabilities.
• Experience supporting and administering enterprise ITSM implementations
• Experience with Service Portal, Employee Center, Workspaces, Catalog Items, Flow Designer, and workflow automation
• Strong knowledge of ServiceNow ITAM (HAM/SAM) and ITOM capabilities
• Experience supporting asset lifecycle automation and alignment with ITIL practices
• Experience identifying and resolving ServiceNow performance issues and recommending platform optimizations
• Experience interpreting and troubleshooting JavaScript, GlideScript, AJAX, and platform customizations
• Strong technical writing, documentation, and knowledge management experience
• Experience facilitating User Acceptance Testing (UAT), release coordination, and production deployments
• Familiarity with hybrid cloud environments and enterprise integration challenges
• Prior law firm or professional services industry experience

Competencies:

• Outstanding problem solver and ability to lead by example 
• Strong quantitative, analytical, strategic thinking and orientation to detail 
• Relies on experience and judgment to plan and accomplish goals 
• Exceptional customer service, initiative, and get-it-done attitude 
• Self-motivated with a strong desire to contribute to the success of the department and company 
• Communicate effectively at all levels within the organization 
• Flexible and agile, ability to reprioritize with changes in the business 
• Ability to work independently and under pressure in a fast-paced environment 
• Ability to meet deadlines and effectively complete operational and project-based assignments 
• Strong organizational skills including time and task management 
• Attributes expected of all candidates include responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one’s work, and a desire to learn 
• Interpersonal skills necessary to interact and work productively as part of the Technology team, delivering high-quality services to the firm and our clients 
• Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences 
• Service oriented mentality, high sense of ownership of the problems and requests assigned, focus on managing and resolving issues in a timely fashion, establishing, and maintaining communication with technology customers to keep them updated with status of their requests, initiating, and performing changes on the production systems and proactively escalating any issues that cannot be resolved within the established timeframes 

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices.

EOE.

The expected annual pay range for this position with a full-time schedule is $103,000 - $135,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.