Senior ServiceNow Administrator

Role Summary

We are looking for an experienced, hands-on and autonomous Senior ServiceNow Administrator to manage, maintain and support the ServiceNow platform across Production, QA and

Development environments.

The candidate will take strong technical ownership of the platform, covering administration, configuration, maintenance, upgrades, security patching, data refreshes, troubleshooting and production support.

This is a hands-on technical role requiring the ability to work independently and manage critical production situations, including P1/Major Incidents.

Key Responsibilities

ServiceNow Administration & Operations

• Manage and support PROD, QA and DEV ServiceNow environments.
• Perform day-to-day platform administration, configuration and maintenance.
• Install, configure and maintain ServiceNow applications, plugins and platform components.
• Manage users, groups, roles, ACLs, system properties, scheduled jobs and notifications.
• Monitor platform health, logs, performance and system availability.
• Troubleshoot complex platform issues and provide L2/L3 technical support.
• Maintain technical documentation and operational procedures.

Upgrades, Patching & Environment Management

• Plan and execute ServiceNow upgrades, patches, hotfixes and maintenance activities.
• Coordinate deployments and configuration changes across DEV → QA → PROD.
• Review and resolve upgrade conflicts and skipped records.
• Perform technical validation before and after production releases.
• Prepare implementation, validation and rollback activities for production changes.
• Participate in planned maintenance outside standard business hours when required.

Cloning & Data Refresh

• Manage instance cloning and data refresh activities, including PROD-to-QA/DEV refreshes.
• Execute pre-clone and post-clone activities.
• Ensure environment-specific configurations are properly maintained or restored following a refresh.
• Validate integrations, credentials, notifications, scheduled jobs and other services following cloning.
• Troubleshoot issues resulting from clone or refresh activities.

Security & Vulnerability Management

• Apply ServiceNow security patches and security updates according to required timelines.
• Review security advisories and identified vulnerabilities affecting the platform.
• Perform or coordinate vulnerability remediation.
• Manage and review administrative access, roles, ACLs, service accounts and integration credentials.
• Support security reviews, audits and compliance requirements.
• Manage certificates and security-related configurations associated with ServiceNow.

Incident & Major Incident Management

• Take ownership of ServiceNow incidents from identification through resolution and closure.
• Manage and troubleshoot P1/Critical and P2/High-priority production incidents.
• Participate in or lead technical Major Incident/P1 bridge calls.
• Perform immediate troubleshooting, impact assessment, mitigation and service restoration.
• Coordinate with Infrastructure, Security, Network, Database, Application and other technical teams when required.
• Escalate to ServiceNow/vendor support when necessary.
• Provide clear and timely status communication during critical incidents.
• Perform Root Cause Analysis (RCA) for major or recurring incidents and identify corrective actions.
• Participate in on-call or after-hours critical production support when required.

Integrations & Technical Configuration

• Support and troubleshoot ServiceNow integrations with enterprise systems.
• Work with REST/SOAP APIs, IntegrationHub and MID Servers, as applicable.
• Support authentication, SSO, certificates and integration credentials.
• Configure and troubleshoot key ServiceNow components including:
• Business Rules
• Client Scripts
• Script Includes
• UI Policies and ACLs
• Flow Designer / Workflows
• Scheduled Jobs
• Notifications
• Update Sets
• Possess sufficient JavaScript knowledge to understand, troubleshoot and correct ServiceNow configurations and production issues.

Qualification

• 5+ years of hands-on ServiceNow administration experience, preferably supporting enterprise production environments.
• Proven experience independently managing PROD, QA and DEV ServiceNow instances.
• Strong practical experience with platform administration, configuration, upgrades, patching and maintenance.
• Experience with instance cloning and PROD-to-QA/DEV data refreshes.
• Experience with security patching and vulnerability remediation.
• Strong ServiceNow troubleshooting and problem-solving skills.
• Experience supporting integrations, MID Servers, APIs, authentication and certificates.
• Experience with P1/Major Incident Management, RCA and production troubleshooting.
• Good understanding of Incident, Problem, Change and Release Management processes.
• Ability to work independently with limited supervision and take technical ownership through resolution.
• Fluent in spoken and written English (Comfortable participating in or leading P1/Major Incident calls in English)

Preferred Certifications

• ServiceNow Certified System Administrator (CSA) strongly preferred.
• ServiceNow Certified Application Developer (CAD) or other relevant ServiceNow certifications are assets.
• ITIL Foundation certification is an asset.