• ServiceNow Application Administrator

    Job Locations US-WI-Madison
    Req No.
    Regular Full-Time
  • Summary of Major Responsibilities

    The primary responsibility of this position is day-to-day administration, configuration and ongoing maintenance of the ServiceNow platform supporting key Information Technology Infrastructure Library (ITIL) processes like Service Catalog, Incident, Problem, Change, CMDB, Knowledge, and other service modules. In addition to performing support functions, the ServiceNow Administrator performs design and implementation tasks like requirements gathering, configuration, integration, and testing. The ServiceNow Application Administrator partners with users to create and modify process workflows, reporting and dashboards in addition to developing knowledge, technical and process documentation.

    Essential Duties and Responsibilities

    • Facilitate process changes and workflow enhancements in the ServiceNow application including self-service features and functions.
    • Monitor health, usage and overall compliance of ServiceNow and its applications.
    • Manage support for ServiceNow configuration issues.
    • Work with business users to identify and refine business requirements and workflows.
    • Create ServiceNow reports and dashboards that support metrics needed for key performance indicators.
    • Manage system upgrades and update sets.
    • Prepare test plans and scriptsto perform unit, integration, and regression testing. 
    • Coordinate and drive end-user testing. 
    • Create andmaintain documentation for end user training.
    • Stay abreast of new features and functionality, playing a key role in driving ITIL process maturity.
    • Interface with external consultants on implementation and support of new ServiceNow modules and integrations.


    Minimum Requirements

    • Bachelor’s degree or equivalent working experience in technology-related field.
    • Minimum 2+ years’ experience as a ServiceNow Administrator, configuring core ServiceNow modules including Service Catalog, Incident/Problem, Change Management.
    • Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production.
    • Excellent analytical, problem solving and decision making skills.
    • Strong documentation, communication, and collaboration skills.
    • Flexible and able to adapt to a rapidly changing environment.
    • Positive, self-motivated individual who can complete goals independently.

    Desired Characteristics

    • ServiceNow System Administrator Certification preferred.
    • ITIL V3 Foundation Certification preferred.
    • Experience working in a highly regulated environment (including SOX, HIPAA).

     Physical Requirements

    • Ability to work in an office setting, operate telephony devices, and a computer.


    We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.


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