Position : ServiceNow Administrator/ Developer

The IT department delivers and supports all firm technology while aligning

with legal practice goals and maintaining high service standards.

Location : Gauteng / Sandton CBD – reporting to the Head of Service Management

Applications

Working hours : 9:30am to 5:30pm but additional hours may be required.

Position overview

ServiceNow SME (subject matter expert) in the Service Management Applications team.

Responsible for configuring, administering, and building scalable ServiceNow solutions across the firm, working with stakeholders to deliver reliable platform enhancements.

Experience

• Minimum 2+ years’ hands-on experience as a ServiceNow Administrator

• Experience with ServiceNow CMDB (Configuration Management Database), including CI management, data quality, and relationship mapping

• Experience configuring and supporting core ServiceNow modules

• Good understanding of the services, customer dependencies, the 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)

Duties

• Manage and maintain the ServiceNow instance, including configuration, customization, and overall system administration.

• Monitor the health of the platform, troubleshooting issues and ensuring scheduled jobs and feeds are working as desired.

• Perform routine updates and patches to ensure the platform’s security and stability.

• Perform 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 are functioning as desired after changes have been deployed or when integrations are introduced.

• Design and implement automation workflows to streamline business processes and improve overall efficiency.

• Work closely with business stakeholders to understand process requirements and translate them into ServiceNow workflows.

• Work with outside consultants, and third-party vendors on development and design and integrations of applications

• Maintain detailed documentation of configurations, processes, and procedures related to the platform.

• Assist in the promotion and adoption of ServiceNow by assisting with requirements gathering, stakeholder workshops and monthly training sessions

• Implement and enforce security best practices to protect sensitive data within the ServiceNow environment.

• Input into the overall continual service improvement plan and provide regular updates.

GENERAL ATTRIBUTES

• Strong working knowledge of ServiceNow especially 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.

• Must have good analytical & innovation skills to study the current state of processes and reporting, perform gap analysis and recommend improvements.

• Knowledge of integrating with internal and external applications and systems.

• Effective problem-solving skills and time management skills in working on multiple issues/platforms simultaneously

• Excellent documentation and presentation skills.

• Analytical skills incorporating statistical methods, to identify a problem, analyse the cause and propose or undertake resolution actions

• Proven skills at cultivating strong working relationships and working well within remote teams to learn and share knowledge.

• Self-motivated, capable of driving results and able to work under pressure.

Other responsibilities

• You will be required to participate in the on-call rota

• You may be required to undertake other activities/tasks as instructed

• You may be required to work overtime or work overseas on occasions as required by the needs of the business.

• All members of the firm participate in our Responsible Business program