[MSO] Senior ServiceNow Administrator

Software Mind develops solutions for global companies, including tech giants and unicorns, focusing on transformative projects and emerging technologies. The company builds cross-functional engineering teams and values passion and creativity in its projects.

• Valid ServiceNow Certified System Administrator (CSA) and Certified Data Foundations.
• Minimum 5 years of hands-on ServiceNow experience with at least 2 years of technical ownership of a production instance.
• Ability to work with heavily customized instances, including reading, debugging, and modifying Business Rules, Script Includes, Client Scripts, and flows using JavaScript and GlideRecord.
• Hands-on experience with RBAC configuration: role and group models, ACLs, user criteria, delegated administration, and access reviews.
• Experience with LDAP and AD synchronization and data imports including import sets, transform maps, scheduled imports, coalescing rules, and troubleshooting, alongside CMDB class model and CI relationships.
• Functional knowledge of integrations including REST and SOAP interfaces, IntegrationHub, MID Server, and the ability to diagnose failing interfaces and specify fixes.
• Experience configuring and maintaining the Service Portal including portal pages, widgets, and catalogue presentation for end users.
• Fluent English with ability to hold technical discussions with client stakeholders.

Nice to have:

• Experience with ServiceNow ITOM: Discovery, Service Mapping, Event Management, and CSDM framework.
• ServiceNow Certified Implementation Specialist in ITSM, ITOM, or Discovery.
• Experience in multi-tenant or managed service provider environments.
• Knowledge of Dutch language or experience working with Dutch clients.

• Own day-to-day platform operations including incidents, service requests, access and role administration, configuration changes, and Service Portal maintenance, ensuring compliance with contractual SLAs.
• Take technical ownership of access control: role and group models, ACL design and implementation, and periodic access reviews.
• Manage integration operations by monitoring, troubleshooting, and repairing running integrations, and specifying design changes when necessary.
• Maintain CMDB data quality and the CI class model in daily operations.
• Act as technical authority for operational changes: assess impact, decide between configuration and customization, and maintain out-of-the-box integrity.
• Reverse-engineer and document undocumented legacy configurations to reduce platform dependency on individuals.
• Perform platform lifecycle tasks such as upgrades, patching, update set promotion between environments, and handling vendor cases with ServiceNow.
• Work independently with client stakeholders to translate operational issues into actionable decisions.
• Manage identity and access including LDAP and AD synchronization, user and group imports, role and group models, ACL implementation, and periodic access reviews.