ServiceNow Administrator

OneSpan is building an internal ServiceNow capability to support Customer Support, Professional Services, Revenue Operations, and IT. We are seeking a ServiceNow Administrator who is passionate about platform excellence, user experience, process improvement, and operational support.

This role is ideal for someone who enjoys working directly with business users, configuring platform capabilities, supporting day-to-day operations, and helping drive adoption of ServiceNow across the organization.

You will work closely with ServiceNow Developers, Business Analysts, business stakeholders, and global teams across North America, Europe, and India. This position combines platform administration, user support, reporting, and process improvement activities in a fast-paced environment.

This is primarily an administration and platform support role with an expected focus of approximately:

• 60% Platform Administration & Support

• 20% Configuration & Continuous Improvement

• 20% Stakeholder Collaboration, Reporting & Documentation

Platform Administration & Support (Approximately 60%)

• Administer and maintain the ServiceNow platform and related modules.

• Manage users, groups, roles, permissions, and access requests.

• Support Customer Service Management (CSM), Strategic Portfolio Management (SPM/PPM), Service Catalog, Customer Portal, Knowledge Management, and ITSM processes.

• Investigate and resolve user issues, data discrepancies, platform questions, and configuration-related problems.

• Monitor platform health and proactively identify opportunities for improvement.

• Assist with system upgrades, patches, regression testing, and release activities.

• Maintain service catalogs, forms, workflows, notifications, and portal content.

• Support queue management, assignment groups, SLAs, workflows, and operational processes.

• Ensure system configurations follow established governance and platform standards.

• Partner with developers when issues require scripting, integrations, or custom development.

Configuration & Continuous Improvement (Approximately 20%)

• Configure forms, fields, views, notifications, dashboards, reports, catalog items, knowledge bases, and platform settings.

• Build and maintain Flow Designer automations and no-code/low-code solutions where appropriate.

• Support enhancement requests and platform optimization initiatives.

• Identify opportunities to reduce manual work and improve user experience.

• Participate in testing and validation of platform changes.

• Assist with documentation of configurations and support procedures.

• Create and maintain ServiceNow reports, dashboards, and KPIs.

• Support business users with questions, training, and platform adoption.

• Document system processes, support procedures, configuration decisions, and operating standards.

• Assist Business Analysts in validating requirements and testing solutions.

• Participate in backlog reviews, enhancement planning, and support prioritization discussions.

• Help communicate platform updates and process changes to users.

• 3+ years of ServiceNow administration experience.

• Hands-on experience administering ServiceNow in an enterprise environment.

• Experience with:

o User Administration

o Roles & Security

o Service Catalog

o Knowledge Management

o Reports & Dashboards

o Flow Designer

o Forms, Views, and Configuration Management

• Strong understanding of ServiceNow platform navigation and administration.

• Experience supporting business users and troubleshooting platform issues.

• Excellent communication and documentation skills.

• Strong analytical and problem-solving abilities.

• Ability to manage multiple priorities with minimal supervision.

• ServiceNow Certified System Administrator (CSA).

• Experience supporting CSM, ITSM, SPM/PPM, or Service Catalog implementations.

• Experience working with Agile delivery teams.

• Familiarity with Jira and Salesforce.

• Exposure to integrations and APIs.

• Experience supporting platform upgrades and release management.

• Experience creating executive and operational reporting dashboards.

• AI and automation experience is considered an asset.

• You take ownership and follow through on issues until they are resolved.

• You are comfortable working directly with business users and stakeholders.

• You look for ways to simplify processes rather than add complexity.

• You balance operational support with continuous improvement.

• You are detail-oriented and maintain high standards for data quality and platform governance.

• You enjoy learning new platform capabilities and driving adoption across the organization.

• You can work effectively with global teams across multiple time zones.