[MSO] Senior ServiceNow Administrator

Project – the aim you’ll have

You will join the ServiceNow team building a new platform for a Dutch provider of cloud services to the public sector. We are replacing an instance customised over 10+ years with a clean, out-of-the-box implementation on the latest release. Small senior team of developers and architects, direct client contact, fully remote. A long-term engagement with room to grow towards ITOM, CMDB and CSDM work.

Roll – how you’ll contribute

• Own day-to-day platform operations: incidents, service requests, access and role administration, and configuration changes, working to contractual SLAs
• Take technical ownership of access control: role and group model, ACL design and implementation, and periodic access reviews
• Own integration operations: monitor, troubleshoot and repair running integrations, and specify the change when the fix is a design change rather than a configuration one
• Maintain CMDB data quality and the CI class model in daily operation
• Act as the technical authority for operational change: assess impact, decide to configure versus customize, and protect out-of-the-box integrity
• Reverse-engineer undocumented legacy configuration and document it, so the platform stops depending on individuals
• Run platform lifecycle work: upgrades and patching, update set promotion between environments, and vendor cases with ServiceNow
• Work independently with client stakeholders, turning operational issues into decisions they can take
• Own day-to-day platform operations: incidents, service requests, access and role administration, configuration changes and Service Portal maintenance, working to contractual SLAs
• Take technical ownership of identity and access: LDAP and AD synchronization, user and group imports, role and group model, ACL implementation and periodic access reviews

Expectations – the experience you need

• Valid ServiceNow Certified System Administrator (CSA) and valid Certified Data Foundations
• Minimum 5 years of hands-on ServiceNow experience, including at least 2 years with technical ownership of a production instance
• Proven ability to work inside a heavily customized instance: reading, debugging and modifying Business Rules, Script Includes, Client Scripts and flows written by someone else, with JavaScript and GlideRecord at a level that allows writing and debugging, not only reading
• Hands-on RBAC configuration: role and group model, ACLs, user criteria, delegated administration and access reviews
• LDAP and AD synchronization and data imports: import sets, transform maps, scheduled imports, coalescing rules and troubleshooting failed loads, together with CMDB class model, CI relationships and data quality
• Functional knowledge of integrations: how REST and SOAP interfaces, IntegrationHub and the MID Server fit together, and the ability to diagnose a failing interface and hand a precise specification to a developer
• Service Portal: configuration and maintenance of portal pages, widgets and catalogue presentation for end users
• Fluent English, and the ability to hold a technical position in front of client stakeholders

Additional skills – the edge you have

• ServiceNow ITOM: Discovery, Service Mapping,
• Event Management CSDM framework experience
• ServiceNow Certified Implementation Specialist in ITSM, ITOM or Discovery
• Experience in a multi-tenant or managed service provider environment, where several end customers share one instance
• Dutch language, or previous experience working with a Dutch client

What we offer

• Flexible and remote cooperation options
• International projects with leading global clients
• Travels related to international projects
• Non-corporate atmosphere
• Access* to language classes
• Access* to knowledge-sharing initiatives
• Access* to private healthcare and life insurance
• Access* to multisport card

*The availability and terms of individual benefits may vary depending on the chosen form of cooperation.