Engineer (ServiceNow Admin, document writing)

Job Description
Design and develop solutions across the ServiceNow AI Platform
Configure core capabilities (e.g ITSM, CSM, Now Assist, Employee Center, ITOM)
Build reusable, scalable components using out of the box functionality
Minimise customisation and avoid introducing technical debt
Support integrations and automation changes
Creating and maintaining automated workflows using Flow Designer. Create and maintain scripts, business rules, UI policies.
Create and maintain technical knowledge documentation to support platform operations
Working with stakeholders to gather requirements and translate them into technical solutions.
Coordinate delivery with requesters and technical teams for testing, deployment, and follow-up of sprint items.
Provide adhoc day-to-day ServiceNow operational support and maintain timely response handling for incidents and requests.
Attend weekly Daily Stand Ups, GCAB, Sprint Planning and other team meetings
Ensure all changes are properly raised through the change-management process
Ensure the ServiceNow platform is reviewed and planned for upgrade to the latest supported release, including impact assessment, testing, deployment coordination, and post-upgrade validation.
Work collaboratively as a team, maintain mutual respect, and support colleagues to deliver a positive and professional working environment
Qualifications
Must have skills:
4+ years hands on experience as a ServiceNow Administrator in a production enterprise environment
Certified ServiceNow System Administrator with current certification
Strong end to end knowledge of the ServiceNow platform including architecture, core tables, best practices and platform limitations
Solid experience with ITSM modules including Incident, Problem, Change, Request Management and Service Catalog
Experience gathering, analyzing and translating business and technical requirements into well designed ServiceNow solutions
Understanding of Agile delivery and experience working within sprint-based delivery models
Experience managing update sets and promoting changes safely across multiple environments including development, test and production
Ability to build reports and dashboards using performance analytics, standard reporting and advanced data visualization techniques
Experience designing and implementing platform customizations while adhering to ServiceNow best practices and minimizing technical debt
Proficient in scripting skills using JavaScript including Glide APIs, business rules, client scripts, UI policies and script includes
Proactive approach to platform stability, upgrade readiness and technical health management
Ability to provide guidance and mentoring to junior administrators and developers
Strong stakeholder management skills with the ability to communicate effectively with technical and non-technical audiences
Strong problem-solving skills with a focus on continuous improvement and automation
Nice to have skills:
Beneficial to have practical experience with ITOM including Discovery configuration, MID Server management, scheduling, troubleshooting and ongoing optimization
Proven experience maintaining CMDB health including identification and remediation of data quality issues, relationship mapping and use of CMDB Health Dashboards
Good understanding of ServiceNow licensing models and impact assessments when introducing new functionality
Experience with integrations using REST, SOAP or MID Server based integrations
Experience supporting audits, compliance requirements and operational governance processes
Desirable experience with additional modules such as HRSD, CSM, SecOps or Service Portal

Employment type
Full-time

Work arrangement
No