[MSO] ServiceNow Administrator

Software Mind develops solutions for global companies including tech giants and unicorns. They build cross-functional engineering teams and work on transformative projects using emerging technologies.

• Valid ServiceNow Certified System Administrator (CSA)
• Valid ServiceNow Certified Data Foundations
• Minimum 2 years hands-on ServiceNow administration including users, roles, groups, ACLs, update sets, scheduled jobs, notifications, catalogue items, and form configuration
• Practical experience with incident, request, and change handling in live production environments under SLAs
• Ability to independently diagnose configuration and integration errors using system and transaction logs and REST payloads
• Fluent English, spoken and written, comfortable with daily direct client contact
• Ownership and independence suitable for remote role managing own queue
• Working knowledge of ITIL practices

Nice to have:

• Experience with ServiceNow ITOM (Discovery, Service Mapping, Event Management)
• CMDB and CSDM experience covering class model, CI relationships, import sets, and data quality
• Exposure to multi-tenant or managed service provider setups
• Basic scripting skills in JavaScript, GlideRecord, Flow Designer
• Dutch language or prior experience with Dutch client

• Handle daily incidents, service requests, and user questions on the ServiceNow platform according to SLAs and priorities
• Administer users, roles, groups, and access rights, including ACL configuration and access reviews
• Configure catalogue items, forms, notifications, assignment rules, and scheduled jobs
• Monitor platform health via scheduled jobs, integrations, and error logs to proactively address issues
• Troubleshoot configuration and integration issues at second line, escalate design changes as needed
• Promote changes between environments using update sets, following release and change management rules
• Document administration procedures and build standard operating procedures
• Collaborate with developers and architects providing operational perspective on platform changes