[Hiring] Platform Administrator @Genesys

Role Description

The ServiceNow Administrator is responsible for the day-to-day administration, configuration, operational health, and continuous improvement of the ServiceNow platform. This role helps ensure the platform remains stable, secure, performant, and aligned with enterprise governance and ServiceNow best practices. The ServiceNow Administrator works closely with Engineers, Business Analysts, Product Owners, process owners, and other stakeholders to support platform operations, troubleshoot issues, maintain configurations, and implement standard enhancements. The role also contributes to platform health, data quality, automation, and an improved user experience.

Key Responsibilities:

• Administer and maintain ServiceNow users, groups, roles, ACLs, access controls, system properties, and other core platform configurations.
• Configure and maintain forms, lists, views, UI Policies, Data Policies, Business Rules, notifications, assignment rules, and other standard platform capabilities.
• Create, configure, and maintain Service Catalog items, Record Producers, variables, approvals, and related request fulfillment configurations.
• Support core ServiceNow capabilities, including ITSM, Employee Center, Knowledge Management, Service Catalog, and related platform services.
• Monitor platform health, scheduled jobs, integrations, system logs, failed transactions, email processing, and other operational indicators, identifying and escalating issues as needed.
• Troubleshoot platform incidents and configuration issues and collaborate with Engineers when advanced development or technical remediation is required.
• Create and maintain operational reports, dashboards, scheduled reports, and platform metrics.
• Monitor platform data quality and support remediation of duplicate, incomplete, obsolete, or inconsistent records.
• Support ServiceNow upgrades, patches, clones, releases, regression testing, and post-deployment validation activities.
• Perform configuration and administrative changes following established SDLC, change management, testing, and release processes.
• Maintain platform documentation, configuration records, administrative procedures, knowledge articles, and operational runbooks.
• Support basic Flow Designer automations and workflow configurations following established engineering and architecture standards.
• Partner with Engineers and Architects to follow ServiceNow best practices, maximize out-of-the-box capabilities, and minimize unnecessary customization and technical debt.
• Ensure platform administration activities comply with security, access management, audit, governance, and enterprise standards.
• Support users and stakeholders by providing platform guidance, troubleshooting assistance, and knowledge transfer.
• Stay current with ServiceNow releases, platform capabilities, administration best practices, and opportunities for continuous improvement.
• Gain exposure to additional ServiceNow AI capabilities, including AI Agents, AI Search, intelligent automation, and other platform AI features.

Qualifications

• At least 2 years of hands-on ServiceNow administration experience.
• Good understanding of ServiceNow platform administration, including users, groups, roles, ACLs, forms, lists, notifications, and platform configuration.
• Hands-on experience with Service Catalog configuration, including Catalog Items, Record Producers, variables, and approvals.
• Experience configuring standard ServiceNow capabilities such as UI Policies, Data Policies, Business Rules, and notifications.
• Working knowledge of JavaScript and ServiceNow scripting sufficient to troubleshoot and maintain standard platform configurations.
• Experience troubleshooting ServiceNow incidents and configuration issues.
• Understanding of core ITSM processes, including Incident, Request, Problem, Change, Knowledge, and Service Catalog.
• Advanced to fluent English, as the role requires daily collaboration with global teams and stakeholders.

Preferred Qualifications

• Experience with ServiceNow reports, dashboards, testing, releases, or platform upgrades.
• Familiarity with Agile and SDLC delivery processes.
• ServiceNow Certified System Administrator (CSA) certification.
• ITIL Foundation 4 or ITIL 5 certification.

Benefits

• Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
• Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.