ServiceNow Platform Administrator

Fresenius Medical Care is a leading provider of products and services for individuals with renal diseases. We are committed to improving the quality of life for our patients by offering innovative solutions and comprehensive care. Our team is dedicated to excellence, and we are seeking a skilled ServiceNow Platform Administrator to join us in enhancing our IT service management capabilities.

This role is located in our newly opened IT Solutions Hub in Bangalore and requires working night shift (8:00am - 4:00pm EST / 5:30pm IST).

Key Responsibilities:

Platform Configuration and Customization:

• Configure ServiceNow applications and modules to meet business requirements.
• Develop and maintain workflows, forms, scripts, and automation processes.
• Implement new functionalities and enhancements, including upcoming solutions.

User and Role Management:

• Manage user accounts, roles, and permissions to ensure appropriate access controls.
• Maintain platform security and compliance with organizational policies.

System Maintenance and Upgrades:

• Perform regular system maintenance, including monitoring performance and conducting health checks.
• Plan and execute platform upgrades and patches, ensuring minimal disruption to services.
• Coordinate with vendors for infrastructure monitoring and maintenance.

Incident and Problem Management:

• Provide technical support for ServiceNow-related issues, troubleshooting problems, and implementing solutions.
• Collaborate with IT teams to resolve incidents and prevent future occurrences.

Integration Management:

• Manage integrations between ServiceNow and other enterprise systems using SOAP, REST, and other relevant technologies.
• Ensure data consistency and integrity across integrated platforms.

Documentation and Training:

• Create and maintain technical documentation, including system configurations, processes, and procedures.
• Provide training and support to end-users and stakeholders to promote effective platform utilization.

Compliance and Governance:

• Ensure adherence to platform governance, management, and compliance standards as outlined in organizational manuals.
• Conduct regular audits and reviews to maintain compliance with internal and external regulations.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant experience may be considered in lieu of a degree.
• Must be amenable to a nightshift schedule (8:00am - 4:00pm EST / 5:30pm IST).
• 3-5 years of ServiceNow administration experience in an enterprise environment.
• Experience managing multiple ServiceNow instances (Production, Sub-Production, Dev, Test).
• Strong understanding of IT Service Management (ITSM) and Security Operations (SecOps).
• Experience with ServiceNow upgrades, patches, and system performance tuning.
• Hands-on experience with workflow automation, scripting, and integrations.
• Familiarity with ITIL framework and change management processes.
• Experience working in an Agile development environment.

Technical Skills:

ServiceNow Administration & Configuration

• User, role, and access management (ACLs, role-based permissions).
• Configuration of Incident, Problem, Change, Request, and Knowledge Management modules.
• Performance monitoring, system health checks, and scheduled maintenance.

Scripting & Development

• JavaScript, GlideScript, and AngularJS for ServiceNow scripting.
• Business Rules, Client Scripts, UI Policies, UI Actions for automation.
• ServiceNow Flow Designer and Orchestration for process automation.

Integrations & Data Management

• REST/SOAP APIs, Integration Hub, and MID Servers for third-party integrations.
• LDAP, OAuth, SAML, and Single Sign-On (SSO) authentication.
• CMDB management and Service Mapping for asset relationships.

Reporting & Analytics

• Custom dashboards, Performance Analytics, and scheduled reports.
• KPI tracking and real-time monitoring using Performance Analytics Widgets.

Compliance & Governance

• ITIL processes, GDPR compliance where applicable.
• Participation in audits, governance meetings, and license audits.

Preferred Certifications (Optional, but Highly Desirable):

• ServiceNow Certified System Administrator (CSA) (Required)
• ITIL 4 Foundation Certification

Key Competencies:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Detail-oriented with a focus on quality and continuous improvement.
• Adaptability to evolving technologies and processes.