ServiceNow Administrator

Summary

Enable Skills-Based HiringNoPrimary Skill Required for the Role
SYSTEM MONITORINGLevel Required for Primary Skill
Advanced (6-9 years experience)Additional Skills Requested for Role
(No Value)Additional Details for Role
Infra - Application Operation (AOA)/
Senior Consultant.

Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness.
Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible.
Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact).
Provide operational support including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope).
Partner with client stakeholders and technical teams to drive heavy lifting for mapping/CMDB improvements and day-to-day administration.
Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity.
Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.Will any work be done by the contractor outside of the United States? If yes, please explain.
NAWhat stage is the Project in?
Sold/FundedAre Expenses permitted?
No

Client Flow Down Terms
YesAre there client flow down requirements that the Supplier should be aware of when sourcing?
Attached

Responsibilities

Infra - Application Operation (AOA)/
Senior Consultant.

Administer and operate ServiceNow ITOM Discovery, Service Mapping, and CMDB; act as a CMDB administrator to maintain data quality and operational readiness.
Create, maintain, and continuously improve Application Service Maps in ServiceNow; streamline and automate service mapping where possible.
Support improved reporting and impact analysis using CMDB/service mapping data (e.g., relationships between configuration items (CIs), applications, and ownership/impact).
Provide operational support including monitoring, incident response, and request fulfillment related to ServiceNow ITOM administration (note: Event Management is out of scope).
Partner with client stakeholders and technical teams to drive heavy lifting for mapping/CMDB improvements and day-to-day administration.
Support a large-scale CMDB and mapping footprint (millions of CIs and thousands of applications/service maps) and help sustain mapping maturity.
Provide coverage aligned to 24x7 needs with a standard work schedule and after-hours support as required.

Requirements

Hello! The team is looking for the below background for candidates. Please submit contractors based on the below information. Job Responsibilities: Hybrid Cloud Infrastructure You will help ensure the availability, reliability, and performance of business-critical applications and infrastructure by providing 24x7x365 monitoring, proactive incident response, knowledge management, and automation. Youll work with internal technology teams and third-party vendors to quickly detect, escalate, and resolve incidents—while reducing manual effort through shift left practices and scripting/automation. Monitor applications/infrastructure using tools such as Dynatrace, Grafana, and Azure Monitor; tune dashboards, baselines, and alerts. Serve as an Incident Coordinator for triage and major incidents: run bridge calls, document actions, and support PIRs. Drive incident triage and escalation to meet rapid detection goals (e.g., TTD ? 5 minutes for major incidents) and support RCA and communications. Build and maintain SOPs, knowledge articles, and known error content to improve L1 effectiveness. Identify repetitive issues and create scripts/runbooks (PowerShell/Python/Bash) to automate detection and remediation. Track and report operational KPIs (e.g., MTTD/MTTR, tickets worked, change validations, major incidents avoided). Provide scheduled coverage for 24x7x365 operations, including off-hours and holidays as needed. 8+ years in IT operations, incident management, or application support in a 24/7 environment. Hands-on experience with observability/monitoring (Dynatrace, Grafana, and/or Azure Monitor), including alerting and dashboarding. Experience supporting or coordinating major incident resolution (bridge calls, documentation, stakeholder communications). Familiarity with ITSM tooling and workflows (e.g., ServiceNow). Excellent scripting/automation skills (PowerShell, Python, and/or Bash) and documenting SOPs/knowledge articles. Exceptional verbal and written communication skills; ability to document procedures, incident reports, and root cause analyses clearly. Proven ability to provide effective escalation support and guidance to junior engineers and Tier 1/2 teams. Bachelors degree in a related field (or equivalent experience) Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serveThank you!Aynsley

Skills

• Cloud Infrastructure