Service now administration

Tata Consultancy Services · Chennai g.p.o., India

Walkin In TCS at Chennai

Date:-

Exp:- 6 to 8yr

Skill:- Service now Administration

Must-Have**

Platform Administration · Strong experience in Service Catalog Administration including Catalog Items Record Producers Task Definitions Approval Definitions and Flow Designer.

The candidate should be proficient in using standard catalog fulfillment flow templates and capable of developing custom flows when standard solutions do not meet business requirements. · For Cmdb- Strong knowledge in Discovery and Service mapping modules is required · Perform day-to-day administration of the Service Now platform including users, groups, roles, and access controls. · Monitor platform health, system logs, and performance to ensure high availability and stability. · Manage instance upgrades, patching, and hotfix validation in coordination with stakeholders. Configuration & Customization · Configure and maintain UI Policies, Business Rules, Client Scripts, and Workflows to meet business requirements.

· Support enhancements and minor customizations without impacting out-of-box functionality. · Maintain forms, lists, views, notifications, and SLAs. ITSM Module Support · Administrator and support core ITSM modules: · Incident Management · Problem Management · Change Management · Request Fulfilment · Ensure workflows and lifecycle states align with ITIL standards User & Operational Support · Provide L2/L3 support for Service Now-related incidents and service requests. · Troubleshoot platform issues and coordinate with Service Now developers or vendor support when required. · Act as a point of contact for Service Now-related operational issues. · Service Catalog Administration : Service Catalog designs and record producer · Agile Development · Flow designer and workflow · Reporting: Platform Analytics · Scripting Knowledge and Integration Knowledge · Testing & Deployment · Validate and test new enhancements, fixes, and development stories during sprint cycles. · Support UAT, regression testing, and production deployments. · Ensure proper documentation and knowledge transfer. · Governance & Compliance · Ensure adherence to internal change, security, and access control

policies. · Maintain audit logs, configuration documentation, and SOPs. · Support compliance, audit, and reporting requirements.

Good-to-Have Technical Skills · Strong hands-on experience as a Service Now Administrator · Good knowledge of: · ITIL framework · Service Now ITSM modules · UI Policies, Business Rules, Notifications · Basic understanding of: - Java Script - HTML/CSS (for form and UI adjustments) - CMDB Process & Tooling · Experience working in ITIL-based support environments · Familiarity with Agile / Sprint-based delivery models · Experience in incident, problem, and change coordination Certifications (Preferred) · Service Now System Administrator (CSA) · ITIL Foundation Soft Skills · Strong problem-solving and analytical skills · Good communication and stakeholder coordination abilities · Ability to work in a 24x7 or on-call support environment (if required) · Attention to detail and documentation discipline