ServiceNow Administrator

About the role

The International Rescue Committee is seeking a solutions‑driven ServiceNow Administrator to manage day‑to‑day administration, configuration, and support of its ServiceNow platform. You will work closely with IT teams and business stakeholders to ensure smooth and efficient platform operation.

Key responsibilities

• Provide Tier 1 and Tier 2 end‑user support for ServiceNow issues, escalating to senior staff when required.
• Create and maintain user and admin documentation, including guides and knowledge‑base articles.
• Develop user‑specific reports for trend and performance analysis.
• Gather and document solution requirements from stakeholders for incidents and requests.
• Design, configure, and maintain solutions built on the ServiceNow platform.
• Implement system configuration changes, upgrades, and support major releases.
• Manage application functionality through QA and lead stakeholders through UAT.
• Prioritize and resolve backlog items using agile methodology and forecast completion dates.
• Develop training materials and conduct quarterly training sessions.

Required profile

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• Minimum 2 years of hands‑on ServiceNow administration experience.
• ServiceNow Certified System Administrator (CSA) certification.

Required skills

• ServiceNow platform administration.
• Core ServiceNow modules: Incident, Problem, Change, Service Catalog, Knowledge Management.
• Report creation and data analysis within ServiceNow.
• Agile methodology for backlog management.