Job Description

Job PurposeWe are seeking a highly skilled and experienced Senior ServiceNow Administrator/Developer with a strong background in IT Operations Management (ITOM) and Configuration Management Database (CMDB). The ideal candidate will have expertise in AWS infrastructure and will be responsible for administering, configuring, and optimizing the ServiceNow platform to enhance operational efficiency and service delivery.About Cloud Operations and Tech SupportAt RWS our Technical Support and Cloud Operations Teams are a global organization spanning across 13 countries serving a global customer base. Technical Support deliver highly valued support and build trusted relationships with our customers, from individual freelancers to large international corporations and governments.We are constantly investigating and solving technical problems across a wide range of products and technology, with emphasis on prevention and root cause analysis. At the same time, knowledge sharing is crucial, providing our users and colleagues with the latest solutions, answers, and information. From a Cloud Operations perspective we are a team of experienced, high-performance individuals focused on serving our Enterprise customers leveraging our SaaS solutions to power their xe2x80x9cSeamless Customer Experiencexe2x80x9d. Our core focus is on Quality of Service, Customer Experience, Security and Compliance. Both technical and non-technical groups are embedded within the same Cloud Operations unit.Job OverviewKey Responsibilities

• Administer and configure ServiceNow modules, including CSM, ITSM, ITOM, and CMDB.
• Implement and manage workflows, business rules, UI policies, client scripts, and automation tasks.
• Maintain and optimize CMDB for accurate asset and configuration management.
• Integrate ServiceNow with AWS infrastructure and other external systems and third-party applications.
• Monitor system performance and troubleshoot issues to ensure platform stability and efficiency.
• Collaborate with stakeholders to gather requirements and translate them into effective ServiceNow solutions.
• Support upgrades, patches, and system enhancements in accordance with best practices.
• Ensure compliance with security policies, governance standards, and industry best practices.
• Provide end-user training and support as needed.

Skills & Experience

• 4+ years of experience administering ServiceNow with a focus on CSM, ITSM, ITOM, and CMDB.
• Strong understanding of ServiceNow architecture, data model, and best practices.
• Hands-on experience with Service Catalog, Incident, Problem, Change, Asset, Customer Service Management, and Request Management.
• Experience with Discovery, Service Mapping, Event Management, and Orchestration within ITOM.
• Proficiency in JavaScript, Glide APIs, REST/SOAP integrations, and Web Services.
• Experience managing CMDB data quality, reconciliation, and normalization.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and collaboration abilities.
• Proven experience with AWS infrastructure and integrating ServiceNow with AWS services.
• Preferred Qualifications:
• Experience in ITIL-based service management environments.
• Experience with scripting, automation, and ServiceNow AI capabilities.
• ServiceNow Administrator Certification (CSA) is an advantage; Advanced
• certifications (CIS-ITSM, CIS-CSM, or CIS-ITOM) are a plus.
• AWS Certified Solutions Architect or similar professional experience is highly desirable.

Life at RWSAt RWS, wexe2x80x99re here for one purpose: unlocking global understanding.As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.We work with over 80% of the worldxe2x80x99s top 100 brands, more than three-quarters of Fortunexe2x80x99s 20 xe2x80x98Most Admired Companiesxe2x80x99 and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.Over the past 20 years wexe2x80x99ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then youxe2x80x99ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.We want every colleague to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.RWS ValuesGet the 3Ps right xe2x80x93 Partner, Pioneer, Progress xe2x80x93 and wexc2xb4ll Deliver together as One RWS.For further information, please visit:RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristicsRecruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

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