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.