• Ensure stable and smooth day-to-day operation of all ServiceNow instances (DEV, TEST, PROD).
• Monitor system health dashboards, scheduled jobs, and integrations to prevent or quickly resolve issues.
• Perform regular housekeeping activities such as log cleanup, fixing broken references, and managing orphaned records.
• Manage user accounts, roles, and group access following governance policies.

2. Incident & Request Management

• Provide Level 2 support for all ServiceNow-related incidents and requests raised through the ITSM tool.
• Investigate and resolve functional and configuration issues (catalog items, forms, workflows, notifications).
• Escalate complex or code-related issues to the ServiceNow Developer or Platform Owner when required.
• Ensure timely updates and communication to users and stakeholders regarding ticket progress.

3. Change & Release Management

• Participate in CAB reviews and ensure all admin changes follow proper change management process.
• Prepare and execute platform changes (configuration, workflow updates, role adjustments) during approved windows.
• Support deployment activities from DEV → TEST → PROD, ensuring correct migration of update sets.
• Maintain release notes and documentation for all BAU deployments.

4. Platform Configuration and Catalog Maintenance

• Maintain and enhance service catalog items, request workflows, and approval processes.
• Configure and test UI policies, business rules, client scripts, and notifications within BAU scope.
• Work with process owners to ensure catalog items and forms remain accurate and aligned with business needs.

5. Upgrade and Patch Support

• Support the ServiceNow version upgrade process — pre-checks, testing, and post-upgrade validation.
• Identify and resolve broken configurations or deprecated features after upgrades.
• Update documentation and test cases post-upgrade to maintain compliance and stability.

6. Reporting and Performance Analytics

• Create and maintain reports and dashboards for ITSM and other modules as requested by stakeholders.
• Monitor platform performance and usage trends; recommend optimizations or cleanup activities.

7. Security, Compliance, and Governance

• Manage user and role provisioning in line with least-privilege principles.
• Ensure compliance with audit and governance controls (e.g., access reviews, segregation of duties).
• Maintain data integrity in CMDB, catalog, and other modules used by BAU.

8. Continuous Improvement and Collaboration

• Identify and propose process or automation improvements to enhance efficiency.
• Collaborate with developers, process owners, and platform team for fixes and enhancements.
• Participate in weekly BAU stand-ups or review calls to discuss platform health, open issues, and priorities.

9. Documentation and Knowledge Sharing

• Maintain configuration logs, admin guides, and SOPs for BAU activities.
• Create and update Knowledge Base (KB) articles for common issues or user queries.
• Support internal training and handover sessions to ensure operational continuity.

10. Communication & Escalation

• Provide timely updates on incidents, changes, and maintenance activities.
• Escalate recurring or high-impact issues to the ServiceNow Platform Owner or Tech Lead.
• Coordinate with vendor support (ServiceNow or third-party) for unresolved technical issues.

Solution Design & Delivery

• Analyze business requirements and translate them into ServiceNow solutions

• Design and configure ServiceNow modules using out-of-the-box first principles

• Deliver enhancements across ServiceNow modules (ITSM mandatory; others as applicable)

• Configure workflows, forms, business rules, client scripts, UI policies, notifications, and reports

• Support integrations and data flows with internal and external systems

Advisory & Stakeholder Engagement

• Act as a trusted advisor to business and client stakeholders

• Recommend best-practice solutions and challenge unnecessary customization

• Facilitate workshops, design sessions, and requirement walkthroughs

• Support solution demonstrations and walkthroughs

Governance & Quality

• Ensure adherence to DXC governance, security, and compliance standards

• Support impact analysis and effort estimation for enhancements

• Participate in design reviews and architecture governance

• Collaborate with Test Analysts during functional and UAT testing

BAU & Operational Support

• Support AMS activities including minor enhancements and continuous improvement

• Provide technical guidance during incident and problem investigations

• Ensure solutions are maintainable, scalable, and operationally sustainable

• Bachelor's degree in a relevant field or equivalent combination of education and experience 

• A continuous learner that stays abreast with industry knowledge and technology 

• 3-5 years experience working with the ServiceNow platform

• Strong hands-on experience with ServiceNow ITSM (Incident, Problem, Change, Request)

• Solid experience in:

  Workflows and Flow Designer

  Forms, UI Policies, Business Rules

  Notifications, SLAs, and reporting

• Experience working in Agile / SDLC delivery models

• Strong analytical, communication, and documentation skills