Sr. ServiceNow System Administrator

Overview

The International Rescue Committee (IRC) responds to the world\’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933, the IRC is one of the world\’s largest international humanitarian non-governmental organizations (INGO), working in more than 40 countries and 29 U.S. cities to help people survive, reclaim control of their future, and strengthen their communities.

The Senior/ServiceNow System Administrator is a strategic technical leader responsible for the design, optimization, and governance of the ServiceNow platform. This role involves advanced configuration, integration, performance tuning, and mentoring junior team members, aligning platform capabilities with business goals.

Responsibilities

• Provide Tier 2/3 end-user support for ServiceNow related issues, including troubleshooting and resolution.
• Lead development, configuration, and maintenance of core modules such as Problem Management, CMDB, Service Catalog, HAM, SAM.
• Lead integration of ServiceNow with other enterprise systems (Workday, Integra, etc.).
• Stay current with ServiceNow releases and new features and recommend adoption strategies.
• Advise Product Owner and Business Leadership on ServiceNow implementation and integration technical best practices.
• Design and implement complex workflows, business rules, UI policies, client/server scripts, and automation.
• Produce documentation necessary to facilitate usage of the system, including user and admin guides.
• Collaborate with stakeholders to gather and document solution requirements for critical incidents and requests.
• Provide expertise and lead delivery of all major releases/upgrades from ServiceNow.
• Leverage agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
• Monitor system performance and proactively identify and resolve issues.
• Support System Admin in developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.
• Provide mentorship and guidance to junior administrators and developers.

Qualifications

• Bachelor\’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• Minimum 5 years of hands-on experience with ServiceNow administration.
• ServiceNow Certified System Administrator (CSA) certification.
• Strong understanding of ITIL processes and best practices.
• Experience with scripting and integrations.
• Experience troubleshooting, analytical, and communication skills.

Preferred Qualifications

• ServiceNow Certified Implementation Specialist (CIS) in one or more modules.
• Experience with ServiceNow ITOM, HRSD, or SecOps.
• Familiarity with Agile/Scrum methodologies.
• Experience with CMDB and Discovery.

Working Environment

• Standard office work environment.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct: Integrity, Service, Accountability, and Equality.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Non-profit Organizations