ITSM System Engineer (ServiceNow)

About the role

We are seeking a hands-on ITSM System Engineer to support and enhance a mission-critical, self-hosted ServiceNow IT Service Management (ITSM) platform. This role will work closely with internal IT teams and external vendors to maintain, administer, and continuously improve the platform in alignment with business requirements and ITIL best practices. The successful candidate will be responsible for ServiceNow platform administration, workflow automation, system integrations, infrastructure support, and ongoing platform enhancements.

Key responsibilities

• Administer, maintain, and enhance the self-hosted ServiceNow platform to ensure stability, performance, and availability.
• Design, develop, and implement ServiceNow workflows, business rules, automation scripts, and platform enhancements.
• Manage platform configuration, upgrades, releases, patching, and plugin deployments.
• Support ServiceNow integrations with internal applications and enterprise systems.
• Monitor system health, perform troubleshooting, and identify root causes of application and infrastructure issues.
• Analyze application, middleware, Windows, and Linux logs to diagnose and resolve technical problems.
• Collaborate with business stakeholders, IT teams, and vendors to gather requirements and deliver platform improvements.
• Ensure ServiceNow solutions align with ITIL processes and organizational governance standards.
• Support and maintain CMDB data integrity, asset management processes, and configuration management practices.
• Prepare technical documentation, operational procedures, and system support materials.

About you

• Minimum 4 years of experience supporting, administering, or developing ServiceNow platforms.
• Strong hands-on experience with ServiceNow administration, configuration, deployment, maintenance, and release management.
• Good understanding of ServiceNow architecture, modules, workflows, and platform customization.
• Solid knowledge of ITIL processes, particularly: Asset Management, Configuration Management, CMDB (Configuration Management Database).
• Experience developing workflows, automation, and system integrations within ServiceNow.
• Strong system administration experience across both Windows and Linux environments.
• Ability to analyze and troubleshoot application and operating system logs to resolve platform issues.
• Experience managing self-hosted enterprise applications and related infrastructure.
• Strong analytical, problem-solving, and communication skills.