Administrator, ServiceNow

Overview

About the company 

Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services. With its Consilio Complete suite of capabilities, the company empowers multinational law firms and corporations using innovative software, cost-effective managed services, and deep legal and regulatory industry expertise.

Role Summary:

The ServiceNow System Administrator is responsible for the secure, stable, and scalable configuration and administration of the ServiceNow platform, enabling enterprise workflows across CSM, ITSM, HRSD, and ITOM. This role supports a mature operating model through standardized playbooks, governance, and operational processes that ensure platform reliability and consistency.

The Administrator maintains overall platform health, access and security governance, release and upgrade readiness, data quality, and continuous user experience improvements. Responsibilities are delivered through out-of-the-box configuration and custom/low-code development through Flow Designer, UI configuration, and declarative automation.

Responsibilities

• Platform Administration & Operational Excellence
• Administer day-to-day ServiceNow platform operations (instances, system properties, plugins within governance), ensuring availability, performance, reliability, and usability.
• Perform routine platform monitoring and hygiene activities, including job monitoring, diagnostics, logs, and configuration consistency checks, and drive continuous service improvement.
• Maintain accurate and up-to-date administrative support documentation/SOP/articles.
• Administer standard ServiceNow platform components (forms, fields, UI policies, notifications, SLAs, catalog items, assignment rules, templates, and related lists) and support workflows/automation that use Flow Designer, native no-code capabilities, or custom development.
• Support key enterprise modules like ITSM (Incident/Change/Problem/Request/Knowledge), CSM (cases, routing, playbooks), HRSD (HR cases, services, employee experience), and ITOM (operational data, event/correlation coordination) in alignment with business unit requirements.
• Manage data integrity through governed data imports/loads and uphold CMDB standards, including CI class/attribute governance, health rules, and partnership with CMDB owners.
• Configure and support workspace and experience layers for internal teams, ensuring usability and alignment with process owners across IT, CSM, HR, and ITOM.
• Access Governance, Identity Integration & Licensing Controls
• Own and manage user and license consumption, including monitoring usage, supporting audits, and maintaining allocation models aligned to contractual entitlements.
• Partner with Identity and Access Management teams to support automated access provisioning via AD group and role mapping, enforcing least privilege access and auditable controls.
• Ensure governance and enforcement configuration of Security Data Filters and access controls to restrict data visibility by geographic region, supporting data residency, privacy, and regulatory requirements for restricted locations.
• Coordinate user, group, and role lifecycle activities, including provisioning, deprovisioning, periodic access reviews, and access recertification support.
• Release, Change, Patch & Upgrade Support
• Support configuration promotion using approved release methods (e.g., update sets) in alignment with change management, testing, and deployment standards.
• Support platform upgrades and patches by reviewing release notes, planning and executing testing, validating critical business processes, and assisting with post-upgrade issue resolution.
• Service Support & Stakeholder Enablement
• Provide Tier 2 and Tier 3 platform support by triaging incidents, identifying configuration-related issues, and coordinating resolution with ServiceNow Developers, Architects, Product Owner, Business Analysts or Vendors when code-based changes are required.
• Mentor junior administrators and L1 support teams on platform standards, operational practices, and ServiceNow administration best practices.

Qualifications

• 2-4+ years hands-on System Administrator experience
• Experience administering CSM, ITSM, HRSD, and ITOM in production environments.
• Understanding of platform configuration concepts (tables/fields, forms/lists, notifications, catalog, knowledge, access controls, reporting).
• Practical experience with user/group/role administration and governance practices, including group-based role assignment and periodic access reviews.
• Practical experience with license position management and identity automation patterns (AD-driven role/group assignment).
• Experience supporting upgrades/patches with structured testing and controlled rollout practices. 

Good to Have Skills

• ServiceNow Certified Administrator certification (CSA)
• IT Foundation certification
• HRSD certification

Why Join Us: 

• Be part of a collaborative and innovative work environment. 

• Opportunity for professional growth and development. 

• Competitive salary and benefits package. 

• Contribute to shaping the future of our software development processes. 

Consilio’s True North Values 

• Client Experience | Listen for the “why”. Clearly define success. Be accountable. Go the extra distance to create moments that matter. 

• Collaboration | Treat everyone with respect. Welcome diverse views. Partner across geography, generations, and teams. Rally around final decisions. 

• Innovation | Always be curious (ABC). Challenge the status quo. Experiment and fail forward. Build for the future. 

• Grit | Focus on what matters. Work with passion and persistence. Think like an owner. Deliver results you’re proud of. 

 Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.