ServiceNow Administrator, Johannesburg

ROLE OVERVIEW

This role falls under the Service Management Applications team within the Applications and Engineering Services. The team develops, enhances, and maintains applications and performs data analytics across the firm. The role holder will serve as a subject matter expert in configuring and administering the ServiceNow platform, supporting scalable ServiceNow solutions, and collaborating with stakeholders locally and remotely to deliver innovative solutions.KEY RESPONSIBILITIES / ACCOUNTABILITIES

The role holder will: Manage and maintain the ServiceNow instance, including configuration, customization, and overall system administration. Monitor the platform health, troubleshooting issues and ensuring scheduled jobs and feeds operate as desired. Perform routine updates and patches to maintain security and stability.Conduct regular access reviews and monitor license counts for compliance. Maintain the incoming queue, addressing user queries and troubleshooting issues within Service Level Agreements (SLAs). Maintain testing procedures, certifying all applications function as intended after changes or integrations.Design and implement automation workflows to streamline business processes and improve efficiency. Collaborate with business stakeholders to understand requirements and translate them into ServiceNow workflows. Work with outside consultants and third‑party vendors on development, design, and integration of applications.Maintain detailed documentation of configurations, processes, and procedures. Assist in promoting and adopting ServiceNow, gathering requirements, leading stakeholder workshops, and delivering monthly training sessions. Implement and enforce security best practices to protect sensitive data within the environment.Contribute to the continual service improvement plan and provide regular updates. Other responsibilities: Participate in the on‑call rota. Undertake additional activities/tasks as instructed. Work overtime or overseas as required by business needs. EXPERIENCE MINIMUM

2+ years’ hands‑on experience as a ServiceNow Administrator. Experience with ServiceNow CMDB, including CI management, data quality, and relationship mapping. Experience configuring and supporting core ServiceNow modules. Good understanding of services, customer dependencies, IT infrastructure components, and the service development life cycle.Experience with ServiceNow implementations, configuration, and platform support. QUALIFICATIONS

University degree (required). Certified ITIL (required). Certified ServiceNow Administrator (desirable). Strong working knowledge of ServiceNow within ITSM, CMDB, Asset Management, Mobile App&Service Portal, designer and building scoped applications. Working knowledge of ServiceNow scripting (JavaScript, XML, JSON)– desirable but not essential. Ability to mentor staff in development relative to the ServiceNow platform to drive quality, value and best practice. Strong analytical and innovation skills for gap analysis and improvement recommendations.Knowledge of integrating with internal and external applications and systems. Effective problem‑solving skills and time‑management skills on multiple platforms. Excellent documentation and presentation skills. Analytical skills incorporating statistical methods to identify problems, analyze causes, and propose resolutions.Proven ability to build strong working relationships and collaborate within remote teams. Self‑motivated, results‑driven, and capable of working under pressure.

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