Tech Lead - Service Desk N 4C
Core
Administer, configure, and support the ServiceNow platform to ensure IT Service Management (ITSM) processes, platform stability, and data integrity.
Role type
ServiceNow Administrator (ITSM)
Builds
ITSM workflows, incident/request/change/problem management processes, and user access controls.
Domain
IT Service Management (ITSM)
Required skills
ServiceNow administration, ITSM process support, JavaScript (ServiceNow scripting), update sets management, platform upgrades and patching, integrations (Import Sets/Transform Maps), root cause analysis
Preferred skills
ServiceNow Certified System Administrator (CSA), ITIL Foundation certification, REST/SOAP integration experience, CMDB/Knowledge Management/Service Portal exposure
Technologies
ServiceNow, JavaScript, ITIL
Responsibilities
Administer and maintain ServiceNow platform availability and performance; Configure core ITSM modules (Incident, Request, Change, Problem); Manage users, groups, roles, and access controls; Create and maintain forms, business rules, client scripts, UI policies, and workflows; Perform platform upgrades and patching; Troubleshoot issues and analyze root causes; Support integrations and data imports; Maintain documentation for configurations and procedures
Seniority
Mid-level, hands-on IC
