ServiceNow General Administrator

Job Description

Who We Are

Business has changed - and so should consulting. We are strategists, technologists, engineers, and designers who bridge the gap between consulting, design, and marketing to create powerful digital experiences for our customer's brands and users.

Ignyte Group earned awards in 2025 from Forbes Magazine, Vault.com, and CIO Bulletin as one of America's top management consulting firms and received ServiceNow's 2025 GenAI Customer Value Partner of the Year award.

What You'll Do

A ServiceNow General Administrator is responsible for managing, configuring, and maintaining the ServiceNow platform to support an organization’s IT service management (ITSM) and business processes. Below is a comprehensive job description and typical requirements based on industry standards and available information.

Roles and Responsibilities

Platform Configuration and Customization:

Ensure that the configurations and customizations align with the latest business requirements. This includes updating workflows, business rules, UI policies, and other elements to optimize user experience and data management.

Configure and customize ServiceNow modules (e.g., Incident, Problem, Change, Service Catalog, CMDB, Knowledge Management) to align with business requirements.

Develop and maintain workflows, business rules, UI policies, UI actions, client scripts, and notifications.

Create and modify forms, tables, fields, and related list layouts to optimize user experience and data management.

User and Access Management:

Manage user accounts, groups, roles, and permissions to ensure secure and appropriate access.

Implement access control rules (ACLs) and maintain platform security, including password encryption and audit logs.

System Maintenance and Upgrades:

Monitor platform health, usage, and performance, performing regular checkups and troubleshooting issues.

Schedule and execute system updates, patches, and upgrades while coordinating with stakeholders to minimize disruptions.

Deploy update sets between non-production and production environments.

Incident and Problem Management:

Oversee incident and problem management processes, including tracking, diagnosing, and resolving issues or escalating to the ServiceNow support team.

Analyze root causes and recommend solutions to prevent recurrence.

Integration and Automation:

Design and implement integrations with third-party systems using REST, SOAP, MID servers, or other web services.

Build workflows and automate processes using ServiceNow Orchestration or Flow Designer to enhance efficiency.

Reporting and Documentation:

Create and maintain reports, dashboards, and custom views to demonstrate service performance and business value.

Document configurations, processes, and changes to support training and compliance.

Collaboration and Training:

Work with IT teams, business stakeholders, and vendors to gather requirements and deliver solutions.

Provide training and support to end-users and stakeholders to ensure effective platform adoption.

Participate in ServiceNow community events, forums, or Knowledge conferences to stay updated on best practices.

Continuous Improvement:

Analyze existing processes and propose automation opportunities to improve ITIL maturity (e.g., Incident, Change, Request Management).

Evaluate new ServiceNow features and recommend adoption strategies.

What We're Looking For

Located in the Sacramento area and open to working on-site 4 days a week

Strong focus in Customer Workflows (CSM/PSDS) or App Engine (preferred).

Experience configuring and deploying Playbooks (preferred).

Minimum: 2-4 years of experience in IT, with at least 1-3 years focused on ServiceNow administration or related ITSM platforms.

Preferred:

3+ years of hands-on ServiceNow administration in a medium-to-large enterprise.

Experience with ITIL processes (Incident, Problem, Change, Request Management).

Familiarity with Agile methodologies or federal/defense-related ServiceNow implementations.

Certifications

Required:

ServiceNow Certified System Administrator (CSA).

Preferred:

ITIL Foundation or ITIL v3/v4 certification.

ServiceNow Certified Implementation Specialist (CIS) – ITSM or other modules.

ServiceNow Certified Application Developer (CAD).

Other relevant certifications (e.g., MCSA, IAITAM).

Technical Skills

Core ServiceNow Knowledge:

Proficiency in configuring ServiceNow ITSM modules, workflows, and core applications.

Understanding of CMDB, Service Catalog, and Discovery functionality.

Scripting and Development:

Basic to intermediate knowledge of JavaScript, HTML, CSS, XML, and web services (REST, SOAP).

Familiarity with Glide API, AngularJS, Bootstrap, or Flow Designer is a plus.

Integration and Database:

Experience with data integrations, MID servers, and relational database concepts.

Knowledge of MS SQL or similar database systems is advantageous.

Soft Skills

Strong problem-solving and analytical skills to troubleshoot complex issues.

Excellent communication and interpersonal skills to explain technical concepts to non-technical stakeholders.

Time management and prioritization to handle multiple tasks in a fast-paced environment.

Collaboration and teamwork to work effectively with cross-functional teams.

What You'll Gain

Exciting Projects: Work on demanding and rewarding projects that provide exposure to business issues and challenges in a variety of industries

Professional Growth: Ignyte invests in your development by providing continuous training and career opportunities.

Dynamic Team Members: Gain valuable experience collaborating with highly motivated and bright individuals at DC's most promising budding consulting company and enjoy a stimulating team-building environment.

Innovative environment: Gain experience and expertise in various areas and utilize your computer skills, analytical abilities, and customer-facing abilities.

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