Kerja Sepenuh Masa, ServiceNow Platform Administrator di Lancesoft Malaysia Federal Territory - Maukerja

ServiceNow Platform Administrator

Contract Duration: 1 Year (Can be extended further)

Location: KL

Role : Onsite.

Job Purpose

The ServiceNow Platform Administrator is responsible for managing, maintaining, and optimizing the ServiceNow platform across ITSM, ITOM, ITAM, CMDB, and ROC modules. The role ensures platform stability, performance, security, governance, and compliance while supporting development, operations, reporting, and digital transformation initiatives.

Key Responsibilities

1. Platform Administration & Maintenance

Administer ServiceNow instances, users, groups, roles, ACLs, and configurations.

Manage platform upgrades, patches, releases, and instance maintenance.

Monitor platform health, availability, and system performance.

Ensure reliable and uninterrupted platform operations.

2. Governance, Security & Compliance

Enforce ServiceNow governance standards, policies, and best practices.

Ensure platform configurations comply with security, audit, and regulatory requirements.

Manage controlled configuration and change processes.

Maintain appropriate access controls and segregation of duties.

3. Monitoring & Performance Optimization

Monitor system performance, logs, errors, integrations, and platform health.

Identify performance bottlenecks and implement optimization measures.

Investigate complex platform issues and conduct root cause analysis.

Ensure platform performance remains stable during peak usage and after upgrades.

4. Developer & Operations Support

Provide development teams with appropriate environments, access, and technical guidance.

Support workflow, scripting, configuration, integration, and deployment activities.

Assist with testing and troubleshooting across development, test, and production environments.

Collaborate with developers, architects, and operations teams on platform improvements.

5. ServiceNow Module Administration

Support and administer ITSM, ITOM, ITAM, CMDB, and ROC capabilities.

Provide technical administration for Incident, Change, Problem, Request, Discovery, Service Mapping, Event Management, SAM, and HAM.

Ensure modules are appropriately configured and aligned with business requirements.

6. Incident & Problem Management

Troubleshoot complex ServiceNow incidents and platform issues.

Perform root cause analysis and coordinate resolution with relevant technical teams.

Support problem management and preventative actions to reduce recurring issues.

7. Change, Release & Upgrade Management

Plan and execute ServiceNow releases, upgrades, patches, and configuration changes.

Coordinate changes across multiple environments and technical teams.

Validate changes and ensure minimal business disruption.

Maintain accurate technical and operational documentation.

8. Documentation & Continuous Improvement

Maintain platform documentation, configuration records, operating procedures, and knowledge articles.

Support ServiceNow adoption, training, and knowledge-sharing initiatives.

Identify opportunities to improve platform performance, governance, automation, and operational efficiency.

Requirements

Education

Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.

Experience

6–10+ years of hands-on ServiceNow administration and platform management experience.

Strong experience managing enterprise ServiceNow instances.

Experience with platform upgrades, governance, complex configurations, performance optimization, and production support.

Proven experience working with multiple ServiceNow environments and cross-functional technical teams.

Certifications

ServiceNow Certified System Administrator (CSA) – required/preferred.

ServiceNow Certified Application Developer (CAD) – preferred.

ITIL Foundation V3/V4 certification – preferred.

Technical Skills

ServiceNow Platform Administration

ITSM, ITOM, ITAM, CMDB, and ROC

Incident, Problem, Change, Request Management

Discovery & Service Mapping

Event Management

Software Asset Management (SAM)

Hardware Asset Management (HAM)

User, Group, Role & ACL Administration

Instance Management

Upgrade & Patch Management

Performance Monitoring & Optimization

Configuration & Change Management

Incident Troubleshooting & Root Cause Analysis

ServiceNow Governance, Security & Compliance

Documentation & Knowledge Management

Key Competencies

Strong analytical and troubleshooting skills.

Ability to manage complex enterprise ServiceNow environments.

Strong understanding of platform governance and security.

Effective collaboration with developers, architects, and operations teams.

Ability to manage multiple priorities, environments, and stakeholders.

Strong communication, documentation, and problem-solving skills.

• Ability to lead platform improvements and mentor junior administrators.