ServiceNow Administrator (RapidScale)

At RapidScale, exceptional technology is powered by remarkable people. As a growing leader in secure, reliable, managed cloud solutions, we help SMBs, and enterprises simplify IT and unleash innovation. With a broad portfolio spanning AWS, Azure, and Google and a complete set of private cloud and cybersecurity solutions, RapidScale helps companies turn technology into their most significant competitive advantage.As part of the Cox family of companies, we offer best-in-class benefits, a commitment to work-life balance, and an award-winning workplace experience.

We are an innovative managed cloud service provider seeking an experienced ServiceNow Administrator to join our growing team at a leading managed cloud service and solution provider in Raleigh, NC. This role offers a hybrid work schedule, blending remote flexibility with in-office collaboration.As part of our Agile and DevOps-driven environment, you will work alongside talented developers and architects to enhance and optimize our enterprise applications. You will play a critical role in managing, configuring, and improving our ServiceNow instance, which includes ITSM, SecOps, Risk & Compliance, ITOM, Strategic Portfolio Management, and Software Asset Management Pro. Your ability to analyze business challenges, identify root causes, and implement effective solutions will drive digital transformation across the organization.

Key Responsibilities

• Administer & Optimize ServiceNow: Maintain and enhance the ServiceNow platform, ensuring high availability, security, and performance across ITSM, SecOps, ITOM, Risk, and SPM modules.
• Configuration & Customization Develop, configure, and implement workflows, business rules, client scripts, UI policies, integrations, and custom applications.
• Incident & Problem Resolution Troubleshoot technical issues, analyze root causes and implement sustainable solutions.
• Automation & Integration:Utilize Integration Hub, Flow Designer, APIs, and scripting (JavaScript, GlideScript) to integrate ServiceNow with external systems and automate processes.
• Governance, Risk & Security Support IRM, Third-Party Risk Management, Privacy Management, and SecOps modules, ensuring compliance with industry standards and best practices.
• IT Operations Management (ITOM) Oversee Service Mapping, Discovery, and Event Management to enhance IT visibility and incident response.
• Strategic Portfolio & Asset Management Support SPM and SAM Pro to optimize software license usage and project execution.
• Collaboration & Agile Delivery Work closely with developers, architects, and business stakeholders in an Agile and DevOps environment, contributing to sprint planning, user story refinement, and backlog prioritization.
• Analytical Problem-Solving Apply advanced analytical techniques to evaluate organizational challenges, determine root causes, and implement alternative solutions that align with business goals.
• Reporting & Performance Analytics Develop and manage dashboards, reports, and Performance Analytics KPIs to support data-driven decision-making.
• The role will require dexterity to support additional business applications as necessary and minor IT support activities

Required Qualifications

• Bachelors degree in a related discipline and 4 years experience in a related field. The right candidate could also have a different combination, such as a masters degree and 2 years experience; a Ph.D. and up to 1 year of experience; or 16 years experience in a related field
• ServiceNow Certified System Administrator (CSA)
• At least 3 years of experience administering, configuring, and supporting enterprise-level ServiceNow implementations.
• Strong understanding of ITSM, CSM, SecOps, ITOM, Risk Management, SPM/SAM modules, etc.
• Proficiency in ServiceNow Scripting (JavaScript, GlideScript, REST API, Flow Designer, Integration Hub, etc.).
• Experience working in an Agile/DevOps environment with developers and architects
• Experience assessing organizational issues, identifying root causes, and implementing strategic solutions while partnering and managing stakeholders

Preferred Qualifications

• ServiceNow Certified Implementation Specialist in one or more of the following:
• ITSM, CSM, SecOps, Risk & Compliance, ITOM, SPM, or SAM
• ITIL 4 Foundation Certification
• Experience with ServiceNow Performance Analytics, Governance, Risk & Compliance (GRC), and CMDB best practices.
• Familiarity with cloud technologies, IT infrastructure, and cybersecurity frameworks.