ServiceNow System Administrator
Job Description
Job Posting Organization:
The International Rescue Committee (IRC) is a humanitarian organization that was founded in 1933 at the request of Albert Einstein. The IRC's mission is to help people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. The organization operates in over 40 countries and 25 U.S. cities, working with individuals who have been forced to flee from war, conflict, and disaster, as well as the host communities that support them. The IRC is dedicated to restoring safety, dignity, and hope to millions who are uprooted and struggling to endure. The organization is continually expanding and enhancing its implementation of the ServiceNow platform to include new features, functions, and applications, thereby improving its operational efficiency and service delivery.
Job Overview:
The ServiceNow System Administrator is responsible for the administration, configuration, maintenance, documentation, reporting, testing, and end-user support of the IRC’s ServiceNow platform. This role involves assisting with ServiceNow enhancements, workflow configuration, catalog updates, reports, dashboards, testing, and platform support under the technical direction and mentorship of the Senior System Administrator. The position requires close collaboration with IT teams, business stakeholders, product owners, and internal ServiceNow users to understand issues, gather requirements, support configuration changes, and enhance the overall user experience. The ServiceNow System Administrator will provide Tier 1 and Tier 2 support for ServiceNow-related incidents and requests, escalating complex technical issues to the Senior System Administrator as necessary. The role contributes to platform stability, documentation, user adoption, release testing, and continuous improvement while adhering to IRC standards, ITIL practices, change management processes, and ServiceNow best practices.
Duties and Responsibilities:
The ServiceNow System Administrator will perform a variety of duties, including providing Tier 1 and Tier 2 end-user support for ServiceNow-related incidents, requests, access issues, reporting questions, catalog items, and basic configuration issues, while escalating complex issues to the Senior System Administrator as needed. The administrator will administer and maintain core ServiceNow platform components, including users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge articles. They will configure and maintain ServiceNow solutions across core modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management. The role also involves supporting the configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation using ServiceNow configuration tools and Flow Designer. Additionally, the administrator will assist with ServiceNow scripting and platform customizations, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications, under the technical direction of the Senior System Administrator. They will support, maintain, test, and troubleshoot ServiceNow integrations with other enterprise systems, using approved integration methods such as REST/SOAP APIs and IntegrationHub where applicable. Collaboration with stakeholders, IT teams, product owners, and the Senior System Administrator is essential to gather requirements, document user stories, clarify issues, and support the delivery of ServiceNow enhancements. The administrator will also participate in Quality Assurance, regression testing, release validation, and User Acceptance Testing by preparing test cases, documenting results, logging defects, and supporting stakeholder testing activities. Furthermore, they will support ServiceNow upgrades, patches, releases, and update set validation by assisting with impact review, testing, defect documentation, remediation tracking, and post-release validation. The role includes developing and maintaining reports, dashboards, and analytics to support operational performance, trend analysis, compliance, and decision-making. The administrator will produce and maintain technical documentation, configuration documentation, user guides, admin guides, training materials, and Knowledge Base articles related to ServiceNow functionality and platform support. They will also support agile delivery by helping prioritize, estimate, update, and complete assigned stories, tasks, incidents, and requests while communicating progress, risks, and blockers to the Senior System Administrator and relevant stakeholders. Additionally, the administrator will develop training materials and conduct ServiceNow training sessions for users, administrators, and stakeholders as needed, including at least once per quarter.
Required Qualifications:
The position requires a Bachelor’s degree in computer science, Information Systems, or a related field, or equivalent professional experience. A minimum of 3 years of hands-on experience with ServiceNow administration is essential. The candidate must possess a ServiceNow Certified System Administrator certification. Experience supporting core ServiceNow modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management is required. The candidate should have experience with user administration, group management, role assignments, access support, and basic security" style="border-bottom: 1px dotted #007bff !important;">security administration. Additionally, experience configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications is necessary. Basic to intermediate JavaScript experience within the ServiceNow platform, including exposure to Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs, is also required. Strong analytical, troubleshooting, communication, and documentation skills are essential, along with the ability to work collaboratively with technical teams, business stakeholders, and end users.
Educational Background:
Candidates must have a Bachelor’s degree in computer science, Information Systems, or a related field. Alternatively, equivalent professional experience may be considered in lieu of a formal degree. The educational background should provide a solid foundation in technical skills and knowledge relevant to the administration of ServiceNow and related technologies.
Experience:
The position requires a minimum of 3 years of hands-on experience with ServiceNow administration. This experience should include working with core ServiceNow modules and performing administrative tasks that ensure the effective functioning of the ServiceNow platform. Candidates should have a proven track record of supporting ServiceNow implementations and enhancements, as well as experience in troubleshooting and resolving technical issues related to the platform.
Languages:
The mandatory language for this position is English, as it is the primary language of communication within the organization and for documentation purposes. Additional languages may be considered a plus, particularly if they are relevant to the regions in which the IRC operates or if they enhance communication with diverse stakeholders.
Additional Notes:
The position is based in Nairobi, Kenya, and is likely to be a full-time role. The IRC is an Equal Opportunity Employer and considers all applicants based on merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. The organization adheres to professional standards and core values, including integrity, service, equality, and accountability. All IRC workers must comply with the core values and principles outlined in the IRC Way - Standards for Professional Conduct. The IRC is committed to creating a safe environment for all employees and clients, taking necessary preventive measures, and addressing any incidents of harm that may occur.
The International Rescue Committee (IRC) is a humanitarian organization that was founded in 1933 at the request of Albert Einstein. The IRC's mission is to help people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. The organization operates in over 40 countries and 25 U.S. cities, working with individuals who have been forced to flee from war, conflict, and disaster, as well as the host communities that support them. The IRC is dedicated to restoring safety, dignity, and hope to millions who are uprooted and struggling to endure. The organization is continually expanding and enhancing its implementation of the ServiceNow platform to include new features, functions, and applications, thereby improving its operational efficiency and service delivery.
Job Overview:
The ServiceNow System Administrator is responsible for the administration, configuration, maintenance, documentation, reporting, testing, and end-user support of the IRC’s ServiceNow platform. This role involves assisting with ServiceNow enhancements, workflow configuration, catalog updates, reports, dashboards, testing, and platform support under the technical direction and mentorship of the Senior System Administrator. The position requires close collaboration with IT teams, business stakeholders, product owners, and internal ServiceNow users to understand issues, gather requirements, support configuration changes, and enhance the overall user experience. The ServiceNow System Administrator will provide Tier 1 and Tier 2 support for ServiceNow-related incidents and requests, escalating complex technical issues to the Senior System Administrator as necessary. The role contributes to platform stability, documentation, user adoption, release testing, and continuous improvement while adhering to IRC standards, ITIL practices, change management processes, and ServiceNow best practices.
Duties and Responsibilities:
The ServiceNow System Administrator will perform a variety of duties, including providing Tier 1 and Tier 2 end-user support for ServiceNow-related incidents, requests, access issues, reporting questions, catalog items, and basic configuration issues, while escalating complex issues to the Senior System Administrator as needed. The administrator will administer and maintain core ServiceNow platform components, including users, groups, roles, assignment groups, forms, lists, tables, reports, dashboards, notifications, and knowledge articles. They will configure and maintain ServiceNow solutions across core modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management. The role also involves supporting the configuration and enhancement of catalog items, record producers, workflows, approvals, forms, reports, dashboards, and automation using ServiceNow configuration tools and Flow Designer. Additionally, the administrator will assist with ServiceNow scripting and platform customizations, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and notifications, under the technical direction of the Senior System Administrator. They will support, maintain, test, and troubleshoot ServiceNow integrations with other enterprise systems, using approved integration methods such as REST/SOAP APIs and IntegrationHub where applicable. Collaboration with stakeholders, IT teams, product owners, and the Senior System Administrator is essential to gather requirements, document user stories, clarify issues, and support the delivery of ServiceNow enhancements. The administrator will also participate in Quality Assurance, regression testing, release validation, and User Acceptance Testing by preparing test cases, documenting results, logging defects, and supporting stakeholder testing activities. Furthermore, they will support ServiceNow upgrades, patches, releases, and update set validation by assisting with impact review, testing, defect documentation, remediation tracking, and post-release validation. The role includes developing and maintaining reports, dashboards, and analytics to support operational performance, trend analysis, compliance, and decision-making. The administrator will produce and maintain technical documentation, configuration documentation, user guides, admin guides, training materials, and Knowledge Base articles related to ServiceNow functionality and platform support. They will also support agile delivery by helping prioritize, estimate, update, and complete assigned stories, tasks, incidents, and requests while communicating progress, risks, and blockers to the Senior System Administrator and relevant stakeholders. Additionally, the administrator will develop training materials and conduct ServiceNow training sessions for users, administrators, and stakeholders as needed, including at least once per quarter.
Required Qualifications:
The position requires a Bachelor’s degree in computer science, Information Systems, or a related field, or equivalent professional experience. A minimum of 3 years of hands-on experience with ServiceNow administration is essential. The candidate must possess a ServiceNow Certified System Administrator certification. Experience supporting core ServiceNow modules such as Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management is required. The candidate should have experience with user administration, group management, role assignments, access support, and basic security" style="border-bottom: 1px dotted #007bff !important;">security administration. Additionally, experience configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications is necessary. Basic to intermediate JavaScript experience within the ServiceNow platform, including exposure to Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs, is also required. Strong analytical, troubleshooting, communication, and documentation skills are essential, along with the ability to work collaboratively with technical teams, business stakeholders, and end users.
Educational Background:
Candidates must have a Bachelor’s degree in computer science, Information Systems, or a related field. Alternatively, equivalent professional experience may be considered in lieu of a formal degree. The educational background should provide a solid foundation in technical skills and knowledge relevant to the administration of ServiceNow and related technologies.
Experience:
The position requires a minimum of 3 years of hands-on experience with ServiceNow administration. This experience should include working with core ServiceNow modules and performing administrative tasks that ensure the effective functioning of the ServiceNow platform. Candidates should have a proven track record of supporting ServiceNow implementations and enhancements, as well as experience in troubleshooting and resolving technical issues related to the platform.
Languages:
The mandatory language for this position is English, as it is the primary language of communication within the organization and for documentation purposes. Additional languages may be considered a plus, particularly if they are relevant to the regions in which the IRC operates or if they enhance communication with diverse stakeholders.
Additional Notes:
The position is based in Nairobi, Kenya, and is likely to be a full-time role. The IRC is an Equal Opportunity Employer and considers all applicants based on merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. The organization adheres to professional standards and core values, including integrity, service, equality, and accountability. All IRC workers must comply with the core values and principles outlined in the IRC Way - Standards for Professional Conduct. The IRC is committed to creating a safe environment for all employees and clients, taking necessary preventive measures, and addressing any incidents of harm that may occur.
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We are not liable for any decisions or actions taken by applicants in response to this job listing. By applying, you agree that all application processes, interviews, and potential job offers are managed exclusively by the listed employer or organization.
Beware of fraudulent job offers. Do not provide sensitive personal information or make any payments to secure a job.