Technology ServiceNow Administrator

Our client, a global law firm, is seeking a Technology ServiceNow Administrator to manage, configure, and enhance its ServiceNow platform across multiple enterprise applications. This role will support IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations (SecOps), Employee Center, Workspaces, and AI-driven capabilities while maintaining platform performance, security, and stability. The ideal candidate will have some years of hands-on ServiceNow administration experience, strong JavaScript and Glide API scripting skills, experience with platform integrations and automation, and a solid understanding of Agile/Scrum methodologies. Candidates with several years of experience may be considered at the senior level. ServiceNow certifications and prior law firm experience are preferred. This position is hybrid, requiring one day per week onsite in the New York, Washington, D.C., or Reston, VA office.

Responsibilities

Oversee the administration, configuration, maintenance, and daily support of ServiceNow applications, including ITSM, ITOM, CMDB, Discovery, Service Mapping, Employee Center, Workspaces, Platform Analytics, AI functionality, and other platform solutions as needed

Manage core administrative functions such as user permissions, roles, groups, security settings, access controls, instance monitoring, performance improvements, maintenance activities, and platform governance

Maintain and customize ServiceNow applications using standard platform functionality and recommended practices, including forms, lists, service catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, and knowledge articles

Support and improve ITSM workflows covering Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management

Maintain ITOM functionality, including CMDB governance, Discovery, Service Mapping, Event Management, MID Servers, configuration data accuracy, and operational monitoring while working with infrastructure teams to ensure reliable service information

Enhance Employee Center, Workspaces, and employee self-service tools to deliver an improved user experience

Maintain integrations between ServiceNow and internal or external applications through REST APIs, IntegrationHub, web services, and other approved integration methods

Plan and coordinate ServiceNow upgrades, releases, instance cloning, patches, testing, deployments, and post-implementation validation to preserve system stability and reduce operational interruptions

Evaluate platform performance, investigate technical problems, conduct root-cause analysis, and coordinate solutions for incidents, defects, and service requests

Create and maintain operational reports, dashboards, Platform Analytics, and performance metrics to provide actionable information to technology leadership and business partners

Develop and update technical documentation, platform standards, governance guidelines, operating procedures, and configuration records

Work with business stakeholders, Product Owners, and technical teams to define requirements, establish priorities, and implement scalable ServiceNow enhancements

Contribute to Agile delivery activities, including backlog grooming, sprint planning, daily stand-ups, sprint demonstrations, retrospectives, estimation, and release planning while tracking assigned work through Agile Boards

Track and complete assigned user stories, defects, enhancements, and support requests through ServiceNow Agile Development or other approved Agile tools while meeting sprint deadlines

Assist with introducing and expanding ServiceNow capabilities such as AI-enabled features, workflow automation, Platform Analytics, and emerging platform technologies

Coordinate with developers, architects, infrastructure and security teams, vendors, and project managers to implement secure, scalable, and reliable platform solutions

Recommend opportunities to improve platform efficiency through automation, process standardization, optimization, and continuous service improvements

Perform additional responsibilities as assigned

Required Skills and Experience

Demonstrate proficiency with Microsoft Office, iManage, and other firm applications following initial orientation

Be available to work additional hours or weekends when business needs require

Be willing to travel when necessary

Possess some years of experience configuring, administering, implementing, and supporting ServiceNow in complex enterprise environments, with senior-level consideration for candidates offering several years and demonstrated senior-level expertise

Demonstrate substantial experience with ServiceNow modules such as ITSM, ITAM (HAM/SAM), SecOps (Vulnerability Response and Security Incident Response), Employee Center, Workspaces, AI capabilities, and related platform services

Have practical experience supporting ITOM functionality, including Discovery, Event Management, and Service Mapping

Maintain a thorough understanding of ServiceNow architecture, administration standards, and configuration best practices

Demonstrate proficiency in ServiceNow scripting and configuration tools, including JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Catalog Items, Record Producers, Flow Designer, and workflow automation

Have experience overseeing user access, role assignments, groups, security permissions, platform monitoring, instance maintenance, and release management

Be experienced in connecting ServiceNow to internal and third-party platforms through REST and SOAP APIs, XML, and JSON

Understand ITIL methodologies and processes related to Incident, Problem, Change, Request, Asset, and Knowledge Management

Have experience collecting business requirements, documenting workflows, developing user stories and acceptance criteria, and coordinating project delivery with stakeholders, analysts, developers, and vendors

Demonstrate familiarity with Agile, Scrum, or DevOps delivery environments, including sprint execution, planning, testing, change control, and deployment activities

Have experience handling data imports, relational databases, and ServiceNow tables while preserving data accuracy and normalization

Be skilled in diagnosing complex ServiceNow issues, conducting root-cause investigations, and using diagnostic tools, update sets, and platform best practices to implement lasting resolutions

Demonstrate the ability to assess new ServiceNow functionality and recommend enhancements that support business priorities and operational needs

Preferred Qualifications

Bachelor's degree in Computer Science, Information Systems, or a related discipline, or equivalent professional experience

Advanced degree in a relevant field

ServiceNow Certified System Administrator (CSA) certification

ServiceNow Certified Application Developer (CAD) certification

ServiceNow Certified Implementation Specialist (CIS) certification in ITSM, ITOM, Discovery, ITAM, or SecOps

ITIL v3 or ITIL v4 certification

Practical knowledge of ServiceNow Discovery, MID Servers, integrations, and automated workflows

Experience maintaining and supporting enterprise-wide ITSM implementations

Familiarity with Service Portal, Employee Center, Workspaces, Catalog Items, Flow Designer, and workflow automation

Advanced understanding of ServiceNow ITAM (HAM/SAM) and ITOM functionality

Experience automating asset lifecycle processes in accordance with ITIL standards

Ability to investigate ServiceNow performance concerns and identify opportunities for platform improvements

Experience reviewing, debugging, and troubleshooting JavaScript, GlideScript, AJAX, and customized platform functionality

Strong background in preparing technical documentation, maintaining knowledge resources, and producing technical written materials

Experience coordinating User Acceptance Testing (UAT), application releases, and production deployments

Understanding of hybrid cloud infrastructure and complex enterprise integration requirements

Previous experience supporting a law firm or professional services organization

Core Competencies

Demonstrate excellent problem-solving abilities and lead through example

Apply strong analytical, quantitative, and strategic thinking skills with careful attention to detail

Use sound professional judgment and previous experience to organize priorities and achieve objectives

Maintain a customer-focused approach with initiative, accountability, and a proactive attitude toward completing assignments

Work independently with motivation and a commitment to supporting departmental and organizational success

Communicate clearly and professionally with individuals at every level of the organization

Adapt quickly to shifting priorities and evolving business requirements

Perform effectively under pressure while managing responsibilities in a fast-paced environment

Consistently meet deadlines while balancing ongoing operational duties and project deliverables

Demonstrate strong organizational abilities, including effective time management and task prioritization

Exhibit integrity, dependability, initiative, patience, determination, accountability, attention to detail, pride in work, and a willingness to learn

Build productive working relationships within the Technology team while delivering dependable services to internal stakeholders and clients

Communicate complex technical concepts clearly through strong written, verbal, and active listening skills for both technical and nontechnical audiences

Take ownership of assigned issues and service requests, provide timely updates to technology users, implement appropriate production changes, resolve concerns efficiently, and escalate unresolved matters within established timeframes

Expected salary for this role is $103,000 - $135,000 commensurate with experience, training, skills, qualifications, and other market factors.

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Job ID: 7670