[MSO] ServiceNow Administrator

About this role

Project – the aim you’ll have You will join the ServiceNow team building a new platform for a Dutch provider of cloud services to the public sector. We are replacing an instance customised over 10+ years with a clean, out-of-the-box implementation on the latest release. Small senior team of developers and architects, direct client contact, fully remote. A long-term engagement with room to grow towards ITOM, CMDB and CSDM work.

Position – how you’ll contribute Handle daily incidents, service requests and user questions on the ServiceNow platform, working to agreed SLAs and priority rules Administer users, roles, groups and access rights, including ACL configuration and periodic access reviews Configure the platform in day-to-day operation: catalogue items, forms, notifications, assignment rules and scheduled jobs Keep the platform healthy by monitoring scheduled jobs, integrations and error logs, and acting on what they show before users report it Troubleshoot configuration and integration issues at second line: resolve what is a configuration matter, escalate what requires a design change Promote changes between environments using update sets, following release and change management rules Document administration procedures and build standard operating procedures, so recurring requests become repeatable rather than person-dependent Work closely with developers and architects, bringing the platform operations perspective into designs and changes Expectations – the experience you need Valid ServiceNow Certified System Administrator (CSA) Valid ServiceNow Certified Data Foundations Minimum 2 years of hands-on ServiceNow administration: users, roles, groups, ACLs, update sets, scheduled jobs, notifications, catalogue items and form configuration Practical experience with incident, request and change handling in a live production environment with SLAs Ability to diagnose configuration and integration errors independently (system and transaction logs, REST payloads) without escalating to a developer Fluent English, spoken and written, and comfort with daily direct contact with client stakeholders Ownership and independence: a remote role in a small team, with a client that expects its platform administrator to run their own queue Working knowledge of ITIL practices Additional skills – the edge you have Experience with ServiceNow ITOM (Discovery, Service Mapping, Event Management) CMDB and CSDM experience: class model, CI relationships, import sets and data quality Exposure to a multi-tenant or managed service provider setup Scripting basics (JavaScript, GlideRecord, Flow Designer) for small fixes Dutch language, or previous experience working with a Dutch client Our offer – professional development, personal growth: Flexible employment and remote work International projects with leading global clients International business trips Non-corporate atmosphere Language classes Internal & external training Private healthcare and insurance Multisport card Well-being initiatives Software Mind develops solutions that make an impact for companies around the globe.