This role combines platform administration with business analysis. You will own the day-to-day health and configuration of the ServiceNow instance, and you will work directly with stakeholders to define what gets built before you build it. Roughly half the work is administration and configuration. The other half is requirements gathering, process design, documentation, and testing.
The right person is comfortable moving between a working session with a business owner in the morning and a catalog item configuration in the afternoon. The client values people who understand the process before they change the platform, and who configure within the platform rather than around it.
Engagement Details:
- Fully Remote
- 6 month contract (with possibility of extension)
- Ability to work EST hours
• Administer the ServiceNow instance, including users, groups, roles, access controls, and data integrity.
• Configure forms, fields, lists, UI policies, business rules, notifications, and assignment rules across core ITSM processes.
• Build and maintain Service Catalog items, record producers, order guides, and associated fulfillment workflows.
• Develop workflows and automations using Flow Designer, and support integrations built through Integration Hub.
• Build and maintain reports, dashboards, and performance analytics for IT leadership and business stakeholders.
• Support CMDB and asset data quality across a distributed multi-site environment.
• Manage instance hygiene, including update sets, cloning, scheduled jobs, and platform housekeeping.
• Participate in platform upgrades, including impact assessment, regression testing, and remediation.
• Lead requirements sessions with business and technical stakeholders, and translate what you hear into clear, buildable specifications.
• Document current-state processes, identify friction and manual effort, and propose platform-native improvements.
• Support the HR onboarding/offboarding automation integrated with ADP across all of client’s retail stores, including identifying and remediating design and process gaps from the initial rollout.
• Write user stories and acceptance criteria, and maintain a prioritized backlog of platform work.
• Build and maintain process maps, configuration documentation, and knowledge base content.
• Coordinate user acceptance testing, including test planning, execution support, and defect triage.
• Support end-user adoption through training materials, walkthroughs, and post-release follow-up.
• Partner with the platform owner to set realistic delivery expectations and communicate progress.
• Three or more years of hands-on ServiceNow administration experience in an enterprise environment.
• ServiceNow Certified System Administrator certification.
• Demonstrated experience gathering requirements and translating business needs into platform configuration.
• Working knowledge of core ITSM processes, including Incident, Request, Problem, Change, and the Service Catalog.
• Practical experience with Flow Designer, and comfort reading and modifying platform scripting in JavaScript.
• Experience building reports and dashboards for a non-technical audience.
• Experience supporting at least one platform upgrade.
• Professional written and verbal English at a level that supports leading requirements and training sessions directly with US-based stakeholders.
Preferred Qualifications
• ServiceNow Certified Implementation Specialist certification in IT Service Management, IT Operations Management, or HR Service Delivery.
• ServiceNow Certified Application Developer certification.
• ITIL v4 Foundation certification or equivalent process training.
• Experience with Employee Center, Service Portal, or Virtual Agent configuration.
• Exposure to Now Assist or other AI-assisted workflow capabilities on the platform.
• Familiarity with ITOM Discovery, Service Mapping, or the Common Service Data Model.
• Working knowledge of SQL for reporting and data validation.
• Experience with process mapping tools and formal business analysis methodology.
• Background supporting retail, hospitality, or another multi-site operation with seasonal demand peaks.
• Professional fluency in both Spanish and English.
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