The ServiceNow System Administrator is responsible for the day-to-day administration, maintenance, and continuous improvement of the Telef贸nica Tech UK&I ServiceNow instance. This role involves supporting both internal usage and customer-facing elements of the instance. The administrator will ensure the platform operates efficiently, remains secure, and meets business requirements.
Key Responsibilities
Platform Administration & Maintenance
- Manage and maintain the ServiceNow platform, ensuring optimal performance and availability.
- Implement and enforce security best practices, including access control and role-based permissions.
- Perform system upgrades, patching, and performance tuning.
- Troubleshoot and resolve issues related to workflows, integrations, and system performance.
Configuration & Development
- Configure ServiceNow modules, applications, and workflows based on business needs.
- Develop and customise forms, fields, UI policies, business rules, and client scripts.
- Work with the wider team to implement enhancements and new functionalities.
- Assist in the design and configuration of integrations between ServiceNow and other business applications.
Customer-Facing & Internal Support
- Provide support for internal teams and external customers using the ServiceNow platform.
- Manage service requests, incidents, and changes related to the ServiceNow instance.
- Ensure customer portals, dashboards, and reports meet user requirements.
Process Improvement & Best Practices
- Work closely with wider teams to identify and implement process improvements.
- Ensure compliance with ITIL and industry best practices.
Stakeholder Collaboration
- Engage with business stakeholders to gather requirements and provide ServiceNow solutions.
- Collaborate with external vendors and ServiceNow support to resolve complex issues.
- Participate in ServiceNow governance meetings and contribute to strategic planning.