ServiceNow System Administrator

About the organization

The International Rescue Committee (IRC) is a global humanitarian organization that helps people affected by conflict and disaster recover safety, dignity, education, health, and economic stability. Established in 1933 at the request of Albert Einstein, IRC works across more than 40 countries and 29 U.S. cities, supporting people to rebuild their lives and strengthen their communities.

IRC is expanding the use of its ServiceNow platform and is looking for a ServiceNow System Administrator to help administer, configure, document, test, and support the platform. This role works with IT colleagues, business partners, product owners, and ServiceNow users to improve the platform experience and keep services running smoothly.

Role summary

The System Administrator will handle day-to-day ServiceNow support and configuration under the guidance of the Senior System Administrator. The role covers incident handling, catalog updates, reporting, dashboards, testing, platform maintenance, and documentation. It also includes helping with enhancements, workflow changes, training, release validation, and continuous improvement.

Key responsibilities

• Respond to ServiceNow incidents, requests, access questions, catalog issues, reporting queries, and basic configuration problems at Tier 1 and Tier 2 levels, escalating more complex matters when required.
• Maintain users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge content within the ServiceNow environment.
• Support core modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Assist with building and improving catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation using ServiceNow configuration tools and Flow Designer.
• Help with platform scripting and customizations, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications, under senior technical direction.
• Support integrations with other enterprise systems using approved methods such as REST/SOAP APIs and IntegrationHub where applicable.
• Work with stakeholders, IT teams, and product owners to gather requirements, document user stories, clarify issues, and support delivery of enhancements.
• Take part in QA, regression testing, UAT, defect logging, and stakeholder testing support.
• Assist with upgrades, patches, releases, update sets, impact reviews, remediation tracking, and post-release checks.
• Create and maintain reports, dashboards, analytics, technical notes, user guides, admin guides, training materials, and knowledge articles.
• Support agile delivery by updating, estimating, prioritizing, and completing assigned stories, tasks, incidents, and requests while sharing progress, risks, and blockers.
• Prepare training materials and deliver ServiceNow training sessions for users, administrators, and stakeholders, including at least once each quarter.

Requirements

• A bachelor’s degree in Computer Science, Information Systems, or a related discipline, or equivalent professional experience.
• At least 3 years of practical ServiceNow administration experience.
• ServiceNow Certified System Administrator certification is mandatory.
• Hands-on exposure to core ServiceNow modules including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Experience with user administration, group setup, role assignment, access support, and basic security administration.
• Ability to configure and maintain forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.
• Basic to intermediate JavaScript knowledge in the ServiceNow platform, including familiarity with Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs.
• Background in testing, release validation, documentation, and end-user training.
• Strong analytical, troubleshooting, communication, and documentation abilities.
• Comfort working with technical teams, business stakeholders, and end users in a collaborative environment.
• Preferred: ServiceNow Certified Application Developer certification.
• Preferred: experience with Flow Designer, approvals, automation, and process improvements.
• Preferred: experience supporting integrations through REST/SOAP APIs, IntegrationHub, or similar approved methods.
• Preferred: experience with Service Portal configuration, including pages, widgets, catalog experiences, and user-facing features.
• Preferred: experience with Automated Test Framework, regression testing, update sets, patches, upgrades, and release validation.
• Preferred: familiarity with ITIL-based processes and ServiceNow best practices.

Working environment

This is a standard office-based role in Nairobi, Nairobi County, Kenya.

Professional standards

All IRC staff must follow IRC Way standards for professional conduct: Integrity, Service, Equality, and Accountability. The organization also applies policies related to safeguarding, conflicts of interest, fiscal integrity, and reporting wrongdoing and protection from retaliation. IRC aims to build teams that encourage reflection, shared power, debate, and objectivity so they can provide the best possible support to clients.