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ServiceNow Administrator

Job TypeFull Time

QualificationBA/BSc/HND

Experience2 years

LocationNairobi

Job FieldICT / Computer

Major Responsibilities:

Primary responsibilities include but are not limited to:

• Provide Tier 1 and Tier 2 end-user support for ServiceNow related issues, escalating to the Senior System Admin as needed.
• Produce documentation necessary to facilitate usage of the system including user and admin guides.
• Develop and produce user-specific reports to be used for trend and performance analysis.
• Collaborate with stakeholders to gather and document solution requirements for incidents and requests.
• Design, configure, and maintain solutions built on the platform.
• Contribute to the creation and maintenance of Knowledgebase articles about ServiceNow (i.e. configuration, report building, etc.).
• Implement system configuration changes and upgrades as required.
• Provide expertise and support during all major releases/upgrades from ServiceNow.
• Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
• Manage the ServiceNow application functionality built by developers and system administrators through Quality Assurance (QA), and lead stakeholders through user acceptance testing (UAT).
• Develop training materials and conduct training sessions on ServiceNow applications and solutions at least once per quarter.

Key Working Relationships:

Position Reports to: Associate Director, Business Systems -- IT

Other Internal and/or contacts:

Internal: Application users and system stakeholders

Job Requirements:

Experience Requirements

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
• Minimum 2 years of hands-on experience with ServiceNow administration
• ServiceNow Certified System Administrator (CSA) certification

Preferred Requirements

• Experience with core ServiceNow modules: Incident, Problem, Change, Service Catalog, Knowledge Management
• Basic to intermediate JavaScript
• User and group management, ACLs, roles
• Capable of implementing scheduled jobs, notifications, and platform updates

• Provide Tier 1 and Tier 2 end-user support for ServiceNow related issues, escalating to the Senior System Admin as needed.
• Produce documentation necessary to facilitate usage of the system including user and admin guides.
• Develop and produce user-specific reports to be used for trend and performance analysis.
• Collaborate with stakeholders to gather and document solution requirements for incidents and requests.
• Design, configure, and maintain solutions built on the platform.
• Contribute to the creation and maintenance of Knowledgebase articles about ServiceNow (i.e. configuration, report building, etc.).
• Implement system configuration changes and upgrades as required.
• Provide expertise and support during all major releases/upgrades from ServiceNow.
• Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
• Manage the ServiceNow application functionality built by developers and system administrators through Quality Assurance (QA), and lead stakeholders through user acceptance testing (UAT).
• Develop training materials and conduct training sessions on ServiceNow applications and solutions at least once per quarter.

• ServiceNow administration
• JavaScript
• User and group management
• ACLs
• Roles
• Scheduled jobs
• Notifications
• Platform updates

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
• Minimum 2 years of hands-on experience with ServiceNow administration
• ServiceNow Certified System Administrator (CSA) certification
• Experience with core ServiceNow modules: Incident, Problem, Change, Service Catalog, Knowledge Management
• Basic to intermediate JavaScript
• User and group management, ACLs, roles
• Capable of implementing scheduled jobs, notifications, and platform updates