Senior Administrator - ServiceNow, IT Service Management

Job Summary

Job Summary : Ensure consistent service quality and process compliance by executing detailed quality audits, identifying improvement areas, and supporting continuous quality uplift across Service Desk and support operations.

Job Responsibilities : Conduct regular quality audits of incidents, requests, calls, chats, and emails\r\n Evaluate adherence to SOPs, SLAs, ITIL processes, and customer standards\r\n Analyze audit findings to identify trends, gaps, and systemic issues\r\n Provide detailed quality feedback to agents, leads, and operations managers\r\n Support root cause analysis for quality failures and repeat defects\r\n Track and report quality scores, audit metrics, and improvement actions\r\n Calibrate quality standards with operations, training, and process teams\r\n Validate effectiveness of training, knowledge articles, and process changes\r\n Ensure documentation accuracy and audit traceability\r\n Escalate high‑risk or chronic quality concerns to L3 Quality / Governance teams\r\n Support internal and external audits and compliance reviews

Skill Requirement : ITIL 4 (Incident, Request, Quality / Continual Improvement concepts)\r\n Service Desk and IT operations knowledge\r\n Quality frameworks and audit techniques\r\nITSM tools (Service Now or equivalent)\r\n Reporting and analysis skills (Excel / Power BI preferred)

Other Requirement : Strong attention to detail and analytical mindset\r\n Objective and fair assessment capability\r\n Clear, constructive feedback delivery\r\n Stakeholder collaboration and follow‑through\r\n Continuous improvement orientation

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.

2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.

3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.

4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.

5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.

2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.

3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.

4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Servicenow Certified System Administrator Certification Is Optional But Valuable

Job Description : Quality score improvement trends\\r\\n Reduction in repeat quality defects\\r\\n Process and compliance adherence rate\\r\\n Accuracy and timeliness of audit reports\\r\\n Effectiveness of corrective actions\\r\\n Stakeholder satisfaction