ServiceNow Admin (SLA, KPI, CAB) - 10+ yrs - Rochester, NY Onsite

Role: ServiceNow Admin

Exp: 10+ yrs

Location: Rochester, NY (5 days Onsite)

Job Duties

Manage daily ServiceNow platform operations to ensure system stability, availability, and optimal performance.

Monitor and manage Incident, Problem, Change, Request, and Knowledge

Management processes in accordance with ITIL best practices.

Ensure compliance with Service Level Agreements (SLAs) by tracking, prioritizing, escalating, and resolving service tickets.

Analyze service trends, operational metrics, and performance data to identify opportunities for process improvement.

Communications and restoration of critical business services.

Facilitate Change Advisory Board (CAB) meetings and support change management governance processes.

Perform root cause analysis for recurring incidents and collaborate with technical teams on permanent corrective actions.

Develop, maintain, and optimize ServiceNow workflows, forms, dashboards, reports, and performance analytics.

Partner with IT infrastructure, cybersecurity, application support, and business teams to improve service delivery and operational efficiency.

Monitor platform health, integrations, and automated workflows to ensure reliable service operations.

Support ServiceNow upgrades, enhancements, testing, and release management activities.

Maintain accurate process documentation, knowledge articles, operational procedures, and governance records.

Track and report on key performance indicators (KPIs), SLA attainment, incident volumes, problem trends, and service performance metrics.

Drive Continual Service Improvement (CSI) initiatives by identifying gaps and recommending operational enhancements.

Support audit, compliance, and risk management activities related to IT service management processes.

Train and mentor service desk personnel and process owners on ServiceNow functionality and ITIL practices.

Manage escalations and serve as a point of contact for high-priority operational issues.

Collaborate with business stakeholders to gather requirements and improve IT service delivery capabilities.

Ensure data integrity, configuration management accuracy, and adherence to established operational standards.

Evaluate new ServiceNow features and modules to support business objectives and increase operational effectiveness.

Skills & Qualifications

Experience working within IT Service Management (ITSM) environments governed by ITIL best practices, supporting operational excellence, service quality, compliance, and continual service improvement initiatives.

Knowledge of ITSM process development, implementation, and governance, including Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, and Service Level Management within ServiceNow and related enterprise platforms.

Proficiency with ServiceNow and Microsoft Office applications, including Word, Excel, and PowerPoint, for reporting, KPI analysis, dashboard creation, documentation, and operational metrics tracking.

Excellent verbal and written communication skills with demonstrated ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership.

Strong organizational, leadership, and team-building skills with the ability to coordinate multiple operational priorities, facilitate process adoption, and drive continuous improvement initiatives.

Demonstrated ability to analyze complex operational issues, identify root causes, and make data-driven decisions to improve service delivery, system reliability, and customer satisfaction.

Ability to work independently and as part of cross-functional teams while managing service operations, meeting SLA commitments, and ensuring alignment with organizational objectives.

Experience supporting compliance, audit readiness, process documentation, governance activities, and operational controls in enterprise IT environments.

Proven ability to monitor service performance, evaluate operational trends, and recommend process enhancements that improve efficiency, reduce incidents, and strengthen overall service quality.

Skilled in prioritizing workload, managing competing demands, and maintaining a customer-focused approach in fast-paced IT operations environments.

Regards,

Prakash

prakash.v(@)smg(-)llc(.)us