About Trantor:

Trantor is a technology services company focused on outsourced product development and digital re-engineering. Leveraging our CaptiveCoE™ engagement model, we operate as a seamless extension of our client’s teams to provide rapid scalability with predictable budgets. Founded in 2012, Trantor has worked with customers across Tech, FinTech, Media & Cybersecurity industries. We have centers in the US, India, Canada, and Costa Rica. We are consistently rated as the #1 employer in the region with the ability to attract and retain technical talent. Our commitment to excellence and impactful results has translated to long-term relationships and value for our clients and solution partners. 

Job Overview
The ServiceNow Administrator is responsible for the comprehensive administration, configuration, and ongoing maintenance of the ServiceNow platform. This pivotal role ensures reliable platform operation, supports vital business processes, and aligns technological functionalities with organizational objectives. The Administrator collaborates closely with IT teams, end users, business analysts, and key stakeholders to refine workflows, enhance system capabilities, and implement systematic improvements that drive operational efficiency and service excellence.

Key Responsibilities

• Administer and configure core ServiceNow modules including Incident Management, Problem Management, Change Management, Asset Management, and Service Catalog. Manage module functionality, table structures, and workflow configurations to support business processes and operational requirements.
• Monitor system performance, promptly address technical issues, and provide comprehensive support to platform users. Troubleshoot configuration issues, user access problems, and system performance bottlenecks. Provide first- and second-line support to ensure minimal service disruptions.
• Design, test, and deploy workflows, business rules, scripts, and automated processes to facilitate task automation, reduce manual effort, and improve operational efficiency. Utilize ServiceNow scripting capabilities (JavaScript, GlideScript) to implement custom solutions.
• Safeguard data integrity, security, and compliance within the ServiceNow environment. Implement access controls, role-based security settings, and data protection measures. Ensure compliance with organizational security policies and relevant regulatory requirements (SOC 2, ISO 27001).
• Prepare and maintain thorough documentation related to processes, configurations, customizations, runbooks, and standard operating procedures. Contribute to the knowledge base and develop training materials for end users and administrators.
• Coordinate and execute platform upgrades, patches, and new releases to minimize service interruptions. Assess update impacts, plan rollout strategies, and test changes in non-production environments before production deployment.
• Collaborate with IT developers, business analysts, security teams, and business stakeholders to gather requirements, scope solutions, implement enhancements, and resolve complex issues. Participate in change advisory board (CAB) meetings and provide technical input on service-related decisions.
• Generate and analyze system reports and key performance indicators (KPIs) related to service delivery, incident resolution times, change success rates, and platform usage. Provide insights to support continuous improvement initiatives.

Minimum Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience
3+ years of demonstrated experience in ServiceNow administration and platform configuration
Thorough understanding of ITIL methodologies and best practices in service management
Strong analytical, communication, and organizational abilities
Experience supporting enterprise IT service management processes

Required Technical Skills & Knowledge

ServiceNow Platform: Expert-level knowledge of ServiceNow modules (Incident, Problem, Change, Asset Management, Service Catalog); configuration management; table customization; and form/view design
Scripting &; Development: Working knowledge of JavaScript and GlideScript for business rules, automation, and custom solutions; ability to troubleshoot and modify existing scripts
ITIL Frameworks: Strong understanding of ITIL best practices, including incident management, problem management, change management, and configuration management database (CMDB) concepts
Database Concepts: Understanding of relational database principles, SQL basics for reporting and data queries, and data integrity principles
User Access Management: Experience with role-based access control (RBAC), group management, and user provisioning/de-provisioning workflows
System Integration: Basic understanding of API integrations, data imports/exports, and integration patterns for connecting ServiceNow to other enterprise systems
Reporting &; Analytics: Experience with ServiceNow reporting tools, creating dashboards, and generating performance metrics and KPI reports
Security & Compliance: Knowledge of security policies, data protection principles, audit requirements, and compliance considerations within service management platforms

Preferred Qualifications

ServiceNow Administrator Certification (CAD—Certified Administrator) or higher certification
ServiceNow Developer Certification or equivalent advanced training
Experience with ServiceNow Workflow Designer, Flow Designer, or platform automation tools
Familiarity with other IT Service Management platforms (JIRA, BMC Remedy, or similar) for comparative knowledge
Experience with IT financial management (ITFM) modules or project portfoli management (PPM) within ServiceNow
Background in healthcare, financial services, or other regulated industries
Experience with enterprise-scale ServiceNow implementations supporting 1000+ users
Knowledge of ServiceNow best practices, governance frameworks, and platform architecture

Core Competencies

Technical Proficiency: Strong problem-solving skills with ability to diagnose complex technical issues; demonstrates hands-on technical capability and continuous learning
Attention to Detail: Ensures thorough, accurate work in configurations and documentation; monitors system health and identifies potential issues proactively
Communication: Clearly explains technical concepts to non-technical users; documents configurations and processes comprehensively; communicates system status and changes effectively
Organizational Skills: Manages multiple configuration requests and support tickets; prioritizes work effectively; maintains organized documentation and change records
Collaboration: Works effectively with IT teams, business analysts, and end users; actively participates in cross-functional projects; demonstrates flexibility and willingness to support others
Customer Service: Maintains positive, professional demeanor with users; responds promptly to support requests; seeks to understand user needs and delivers solutions aligned to business objectives
Analytical Skills: Analyzes system performance data and user feedback; identifies patterns and trends; recommends process improvements based on evidence
Reliability: Demonstrates dependability and accountability; meets commitments; maintains platform stability through proactive maintenance and monitoring