Note: The job is a remote job and is open to candidates in USA. Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. The ServiceNow Administrator is responsible for the day-to-day administration, configuration, and maintenance of the organization's ServiceNow platform, supporting ITSM workflows and ensuring platform stability and performance.
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
Skills
- 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
- 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
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 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
- ServiceNow Certified System Administrator (CSA) – a plus
- ITIL Foundation certification – a plus
- ServiceNow Certified Implementation Specialist (CIS) in any module - a plus
Benefits
- Opportunities for professional growth and development.
- A collaborative and inclusive work environment.
- The chance to work on impactful projects with a talented team.
- Hardware and software setup.
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