ServiceNow Platform Administration & DevelopmentAdminister and maintain the ServiceNow platform within the ITSM landscape.
Manage user access, security controls, instance configurations, branding, and performance optimization.
Design,develop, andenhanceITSMprocesses,including: Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Service Catalog
Build and optimize workflows, automations, scripts, and platform customizations to support business needs.
Ensure platform stability, upgrade readiness, and participation in release planning and risk mitigation activities.
CMDB Management & Data QualityLead the design, population, maintenance, and continuous improvement of the CMDB.
Ensure alignment with the Common Service Data Model (CSDM).
Define and maintain data quality standards, governance controls, reconciliation processes, and certification activities.
Drive the accuracy, completeness, and consistency of configuration data across infrastructure, cloud, application, and third-party sources.
Integrations & Data IngestionDesign, implement, and maintain integrations between ServiceNow ITSM/CMDB and external systems.
Workwith: MID Servers
Cloud platforms
Monitoring solutions
ITOM tools
Third-party applications and vendors
Develop andmaintain: Import Sets
Transform Maps
Business Rules
Script Includes
REST APIs
SOAP APIs
Troubleshoot and optimize integration flows while ensuring maintainability and reliability.
Collaborate with cross-functional teams to improve data exchange and platform efficiency.
Data Governance & Service ModelingPromote best practices for data quality and stewardship.
Implement validation controls, reconciliation rules, and governance processes.
Support and drive adoption of the CSDM framework to ensure consistent service modeling and data usage across ITSM processes.
Collaboration & Continuous ImprovementPartner with Infrastructure, Cloud, Security, and DevOps teams to align service models and improve data quality.
Contribute to architecture discussions, technical standards, and platform best practices.
Mentor and support junior ServiceNow administrators and developers.
Produce and maintain technical documentation, operational procedures, and implementation guidelines.
Profil candidat:
Incident Management & Operational Excellence
Support the resolution of platform incidents and service disruptions.
Perform root cause analysis and implement preventive actions.
Contribute to SLA management, operational dashboards, KPI reporting, and continuous service improvement initiatives.
Required Experience & Skills
Minimum 5 years of hands-on ServiceNow experience.
StrongexpertiseacrossServiceNowITSM modules:
Incident Management
Problem Management
Change Management
Service Catalog
Knowledge Management
CMDB
Demonstrated experience in both ServiceNow Administration and Development.
Strong background in CMDB population, maintenance, governance, and data quality initiatives.
Solidexperiencewith:
Import Sets & Transform Maps
REST/SOAP APIs
MID Server
Working knowledge of CSDM and data governance principles
Preferred Qualifications
Experience with ServiceNow Discovery and/or Service Mapping.
Knowledge of IT infrastructure environments, including servers, virtualization, and networking.
Exposure to public cloud platforms such as AWS, Azure, or GCP.
Familiarity with DevOps practices, including CI/CD pipelines, monitoring solutions, and automation frameworks.
Personal Attributes
Hands-on and results-oriented approach.
Strong focus on data quality, scalability, maintainability, and operational excellence.
Ability to translate business requirements into effective ServiceNow solutions.
Excellent communication and stakeholder management skills.
Proactive mindset with strong problem-solving abilities and a continuous improvement focus.
