[MSO] ServiceNow Administrator

Company Description

Software Mind develops solutions that make an impact for companies around the globe. Tech giants & unicorns, transformative projects, emerging technologies and limitless opportunities – these are a few words that describe an average day for us. Building cross-functional engineering teams that take ownership and crave more means we’re always on the lookout for talented people who bring passion and creativity to every project. Our culture embraces openness, acts with respect, shows grit & guts and combines employment with enjoyment.

Job Description

Project – the aim you’ll have

You will join the ServiceNow team building a new platform for a Dutch provider of cloud services to the public sector. We are replacing an instance customised over 10+ years with a clean, out-of-the-box implementation on the latest release. Small senior team of developers and architects, direct client contact, fully remote. A long-term engagement with room to grow towards ITOM, CMDB and CSDM work.

Roll – how you’ll contribute

• Handle daily incidents, service requests and user questions on the ServiceNow platform, working to agreed SLAs and priority rules
• Administer users, roles, groups and access rights, including ACL configuration and periodic access reviews
• Configure the platform in day-to-day operation: catalogue items, forms, notifications, assignment rules and scheduled jobs
• Keep the platform healthy by monitoring scheduled jobs, integrations and error logs, and acting on what they show before users report it
• Troubleshoot configuration and integration issues at second line: resolve what is a configuration matter, escalate what requires a design change
• Promote changes between environments using update sets, following release and change management rules
• Document administration procedures and build standard operating procedures, so recurring requests become repeatable rather than person-dependent
• Work closely with developers and architects, bringing the platform operations perspective into designs and changes

Qualifications

Expectations – the experience you need

• Valid ServiceNow Certified System Administrator (CSA)
• Valid ServiceNow Certified Data Foundations
• Minimum 2 years of hands-on ServiceNow administration: users, roles, groups, ACLs, update sets, scheduled jobs, notifications, catalogue items and form configuration
• Practical experience with incident, request and change handling in a live production environment with SLAs
• Ability to diagnose configuration and integration errors independently (system and transaction logs, REST payloads) without escalating to a developer
• Fluent English, spoken and written, and comfort with daily direct contact with client stakeholders
• Ownership and independence: a remote role in a small team, with a client that expects its platform administrator to run their own queue
• Working knowledge of ITIL practices

Additional skills – the edge you have

• Experience with ServiceNow ITOM (Discovery, Service Mapping, Event Management)
• CMDB and CSDM experience: class model, CI relationships, import sets and data quality
• Exposure to a multi-tenant or managed service provider setup
• Scripting basics (JavaScript, GlideRecord, Flow Designer) for small fixes
• Dutch language, or previous experience working with a Dutch client

Additional Information

What we offer:

• Flexible and remote cooperation options
• International projects with leading global clients
• Travels related to international projects
• Non-corporate atmosphere
• Access* to language classes
• Access* to knowledge-sharing initiatives
• Access* to private healthcare and life insurance
• Access* to multisport card

*The availability and terms of individual benefits may vary depending on the chosen form of cooperation.