ServiceNow Administrator
The ServiceNow Administrator is responsible for the day-to-day administration, configuration, and maintenance of the organization's ServiceNow platform. This role supports ITSM workflows, manages user access, and ensures platform stability and performance. The ideal candidate is a hands-on technical professional who can translate business requirements into platform configurations and work collaboratively with stakeholders across IT and the business. Location: Remote, working hours are based on the US Eastern Timezone. About the Company: Abstra is a fast-growing, Nearshore Tech Talent services company, providing top Latin American tech talent to U.S. companies and beyond. Founded by U.S.-bred engineers with over 15 years of experience, Abstra specializes in sourcing skilled professionals across a wide range of technologies to meet our clients’ needs, driving innovation and efficiency. KEY RESPONSIBILITIES Administer and maintain the ServiceNow platform, including user management, group roles, and access controls. Configure and customize ServiceNow modules such as Incident Management, Problem Management, Change Management, Service Catalog, and CMDB. Build and maintain workflows, notifications, UI policies, business rules, and client scripts using low-code/no-code tools. Create and manage Service Catalog items, record producers, and variable sets. Monitor platform health, manage upgrades, patches, and hotfixes in coordination with the ServiceNow team. Perform data imports, transform maps, and data integrity checks. Develop and maintain reports, dashboards, and performance analytics for stakeholders. Support integration configurations using REST/SOAP APIs and MID Server setup. Document configurations, processes, and change history in accordance with change management policies. Provide Tier 2/3 platform support and resolve escalated incidents related to ServiceNow functionality. Collaborate with developers and architects on platform improvements and new feature rollouts. Participate in testing (UAT) for new releases, plugins, and customizations. REQUIRED SKILLS & TECHNICAL COMPETENCIES Strong working knowledge of ServiceNow core modules: ITSM (Incident, Problem, Change, Request), Service Catalog, CMDB. Proficiency with ServiceNow Studio, Update Sets, and deployment across environments (Dev/Test/Prod). Experience with ServiceNow UI customization: forms, views, list controls, UI policies, client scripts. Ability to write basic JavaScript for client scripts, business rules, and script includes. Familiarity with ServiceNow Flow Designer and/or Legacy Workflow Editor. Understanding of ITIL fundamentals and how they apply to ITSM workflows. Experience with REST API calls and ServiceNow integration basics (IntegrationHub a plus). Ability to manage CMDB data integrity, relationships, and discovery schedules. Knowledge of Access Control Rules (ACLs), roles, and groups. Proficiency in creating Performance Analytics indicators and dashboards. Basic understanding of ServiceNow MID Server installation and configuration. Familiarity with Agile/Scrum methodology and sprint-based project delivery. Experience with ServiceNow HRSD, CSM, or ITOM modules. Exposure to ServiceNow Virtual Agent or AI/ML features. Knowledge of LDAP/Active Directory integration with ServiceNow. Experience with Jira or similar ticketing/project tracking tools. Understanding of ServiceNow GlideRecord API and scripting best practices. Strong analytical and problem-solving skills with attention to detail. Clear written and verbal communication; ability to translate technical concepts for non-technical stakeholders. Collaborative team player, comfortable working across IT, HR, Finance, and business units. Self-motivated with ability to manage multiple priorities in a fast-paced environment. Willingness to learn and stay current with ServiceNow releases and best practices. EDUCATION & CERTIFICATIONS Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). ServiceNow Certified System Administrator (CSA) – a plus ITIL Foundation certification – a plus. ServiceNow Certified Implementation Specialist (CIS) in any module - a plus. What We Offer: Opportunities for professional growth and development. A collaborative and inclusive work environment. The chance to work on impactful projects with a talented team. Excellent compensation in USD. Hardware and software setup.