Senior Executive - ServiceNow (SNA)

Job Description

An experienced ServiceNow Administrator to manage, maintain, and optimize the ServiceNow platform. The candidate will be responsible for platform administration, user and access management, instance health, upgrades, governance, reporting, and support of core ServiceNow modules. The ideal candidate should have strong ServiceNow administration experience, excellent troubleshooting skills, and a solid understanding of ITSM processes.

Key Responsibilities

Platform Administration

Administer and maintain ServiceNow instances, ensuring high availability and performance.

Manage users, groups, roles, and access controls.

Configure and maintain forms, fields, notifications, assignment rules, SLAs, and workflows.

Monitor platform health, scheduled jobs, integrations, and system performance.

Support ServiceNow upgrades, patches, and release management activities.

Maintain platform security, governance, and compliance standards.

ITSM and Process Support

Administer and support

Incident Management

Problem Management

Change Management

Request Management

Service Catalog

Knowledge Management

CMDB

Ensure adherence to ITIL best practices.

Support process improvements and platform optimization initiatives.

User Support and Operations

Provide L2/L3 support for ServiceNow\-related issues.

Troubleshoot platform, access, workflow, and notification issues.

Manage platform incidents and service requests within agreed SLAs.

Coordinate with ServiceNow developers, business stakeholders, and support teams.

Reporting and Governance

Create and maintain reports, dashboards, and performance metrics.

Monitor data quality and CMDB health.

Support audit, compliance, and governance requirements.

Maintain platform documentation, knowledge articles, and standard operating procedures.

Required Skills

Strong experience administering the ServiceNow platform.

Hands\-on experience with

User and Role Administration

Access Controls (ACLs)

Service Catalog Administration

CMDB Administration

Knowledge Management

Reporting and Dashboards

Notifications and Email Configuration

Flow Designer

Update Sets

Understanding of ServiceNow architecture and data model.

Experience with platform upgrades and release management.

Basic scripting knowledge (JavaScript, Business Rules, Client Scripts) is desirable.

Familiarity with REST/SOAP integrations.

Process Knowledge

Strong understanding of ITIL and ITSM processes.

Experience supporting enterprise ServiceNow environments.

Knowledge of governance, compliance, and operational best practices.

Preferred Certifications

ServiceNow Certified System Administrator (CSA) – Required/Preferred

ServiceNow Certified Implementation Specialist (CIS\-ITSM) – Preferred

ITIL Foundation Certification

ServiceNow Certified Application Developer (CAD) – Nice to Have

Location

IND\-KA\-Bengaluru\-Ecospace1B\-ML

Created On

30\-Oct\-2026