ServiceNow Administrator

Platform Administration & Support (Approximately 60%)

• Administer and maintain the ServiceNow platform and related modules.

• Manage users, groups, roles, permissions, and access requests.

• Support Customer Service Management (CSM), Strategic Portfolio Management (SPM/PPM), Service Catalog, Customer Portal, Knowledge Management, and ITSM processes.

• Investigate and resolve user issues, data discrepancies, platform questions, and configuration-related problems.

• Monitor platform health and proactively identify opportunities for improvement.

• Assist with system upgrades, patches, regression testing, and release activities.

• Maintain service catalogs, forms, workflows, notifications, and portal content.

• Support queue management, assignment groups, SLAs, workflows, and operational processes.

• Ensure system configurations follow established governance and platform standards.

• Partner with developers when issues require scripting, integrations, or custom development.

Configuration & Continuous Improvement (Approximately 20%)

• Configure forms, fields, views, notifications, dashboards, reports, catalog items, knowledge bases, and platform settings.

• Build and maintain Flow Designer automations and no-code/low-code solutions where appropriate.

• Support enhancement requests and platform optimization initiatives.

• Identify opportunities to reduce manual work and improve user experience.

• Participate in testing and validation of platform changes.

• Assist with documentation of configurations and support procedures.

• Create and maintain ServiceNow reports, dashboards, and KPIs.

• Support business users with questions, training, and platform adoption.

• Document system processes, support procedures, configuration decisions, and operating standards.

• Assist Business Analysts in validating requirements and testing solutions.

• Participate in backlog reviews, enhancement planning, and support prioritization discussions.

• Help communicate platform updates and process changes to users.

• You take ownership and follow through on issues until they are resolved.

• You are comfortable working directly with business users and stakeholders.

• You look for ways to simplify processes rather than add complexity.

• You balance operational support with continuous improvement.

• You are detail-oriented and maintain high standards for data quality and platform governance.

• You enjoy learning new platform capabilities and driving adoption across the organization.

• You can work effectively with global teams across multiple time zones.

• Help build OneSpan's first internal ServiceNow team in India.

• Gain broad exposure across Customer Support, Professional Services, Revenue Operations, and IT.

• Work directly with business stakeholders and platform leadership.

• Influence platform standards, governance, and future roadmap decisions.

• Grow your career into senior administration, platform ownership, business analysis, solution consulting, or development paths.

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