ServiceNow Administrator

Role overview

We are looking for a seasoned ServiceNow Administrator with more than 10 years of overall IT experience and deep hands-on expertise in administering, configuring, and supporting the ServiceNow platform. This position is based in the UAE and may operate onsite or in a hybrid arrangement depending on client needs.

The selected professional will oversee platform governance, system administration, integrations, security controls, performance tuning, and support for large-scale ServiceNow implementations across the enterprise.

What you will do

• Oversee day-to-day administration, configuration, and maintenance of ServiceNow across several modules.
• Handle upgrades, patches, releases, and instance cloning activities.
• Set up and manage users, groups, roles, ACLs, workflows, notifications, and service catalog items.
• Track platform availability, health, and performance to keep operations running smoothly.
• Support Incident, Problem, Change, Knowledge, Service Catalog, and CMDB processes and modules.
• Investigate technical issues, perform root cause analysis, and resolve platform problems.
• Build and maintain integrations with external systems using REST and SOAP APIs.
• Maintain compliance with security, governance, and audit standards.
• Prepare and manage reports, dashboards, KPIs, and analytics for platform visibility.
• Work closely with developers, architects, and business teams to deliver enhancements.
• Assist with ITSM, ITOM, ITAM, HRSD, and CSM modules when needed.
• Document technical processes, SOPs, and operational runbooks.
• Administer MID Servers and support Discovery, Service Mapping, and CMDB health tasks.
• Provide platform support and guide junior administrators as required.

Experience and qualification expectations

• 10+ years of total IT experience, including at least 5+ years in a ServiceNow Administrator role.
• Strong practical knowledge of ServiceNow administration and platform operations.
• Solid background in ITSM, CMDB, Discovery, Service Catalog, Knowledge Management, and Change Management.
• Experience with upgrades, patching, cloning, and release management for ServiceNow.
• Good working understanding of ACLs, roles, groups, UI policies, business rules, and workflows.
• Hands-on exposure to REST and SOAP integrations, LDAP, SSO, and Active Directory connections.
• Familiarity with MID Server administration and ServiceNow Discovery.
• Strong debugging, performance optimization, and monitoring capabilities.
• Experience supporting enterprise-scale ServiceNow environments.
• Clear communication and strong stakeholder coordination skills.

Preferred background

• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Implementation Specialist (CIS) certifications are an added advantage.
• Exposure to ITOM, ITAM, HRSD, CSM, or SecOps modules.
• Working knowledge of JavaScript, Glide APIs, and Flow Designer.
• Experience in Agile, ITIL, and DevOps-led environments.

Key technologies

ServiceNow Platform, ITSM, ITOM, ITAM, CMDB, Discovery, Service Mapping, REST/SOAP APIs, LDAP, SSO, Active Directory, Flow Designer, JavaScript, Performance Analytics, MID Server, ITIL Framework.

Additional information

This opportunity is for a highly capable ServiceNow Administrator who can support enterprise-grade environments while improving platform stability, security, and continuous service enhancement.