Senior Administrator - ServiceNow, IT Service Management

Job Summary

An IT Service Management (ITSM) Level 2 (L2) professional resolves complex technical issues and manages escalated incidents that cannot be fixed by L1 support. They act as the crucial bridge between end-users, core infrastructure, and engineering teams to minimize downtime and restore services

Key Responsibilities

Incident Management: Handle advanced technical escalations, ensuring tickets are resolved within Service Level Agreements (SLAs).

• System Troubleshooting: Diagnose and repair software, hardware, network, and application issues using Active Directory, Microsoft 365, and remote access tools,

• Problem Management: Perform root cause analysis (RCA) to identify and permanently fix recurring issues instead of just applying workarounds

• Ticketing & Reporting: Document resolutions, update asset management databases, and track KPIs (like Mean Time to Resolution) in ticketing platforms like Service Now.

• Cross-Functional Coordination: Collaborate with L3 support, development, and vendor teams for high-impact or backend system outages.

• Access & Deployment: Manage onboarding/offboarding, user account provisioning, and software deployments.

• Experience: Typically 2 to 5 years of hands-on IT technical support or IT operations experience.

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.

• Framework Knowledge: Strong understanding of ITIL best practices (Incident, Problem, and Change Management).

• Soft Skills: Excellent crisis management, written/verbal communication, and analytical problem-solving skills

Skill Requirements

Ticketing Systems: Service Now

Other Requirements

Change and Problem Manager: