Job Description

Job Summary

Job Description – ServiceNow Admin/Developer (4+ Years Experience) - Mattel

Position: ServiceNow Admin/Developer

Experience: 4+ Years

We are seeking a highly motivated ServiceNow Admin/Developer with 4+ years of hands-on experience in ServiceNow administration, development, and platform support. The ideal candidate should possess strong expertise in ServiceNow platform configuration, customization, integrations, workflow automation, and ITSM/ITOM processes. The candidate will be responsible for designing, developing, and maintaining scalable ServiceNow solutions while ensuring adherence to platform best practices and governance standards.

Key Responsibilities

1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements.
4. To provide technical guidance to junior developers.

Skill Requirements

• Administer, maintain, and enhance the ServiceNow platform to ensure optimal performance, stability, and availability.
• Configure and support ITSM modules including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog.
• Develop and maintain custom solutions using Business Rules, Client Scripts, Script Includes, UI Actions, UI Policies, and ACLs.
• Design and implement workflows and automations using Flow Designer and IntegrationHub.
• Develop, configure, and support integrations with external applications using REST and SOAP APIs.
• Create and maintain Service Catalog items, Record Producers, Order Guides, and request fulfillment workflows.
• Manage Import Sets, Transform Maps, data migration activities, and CMDB data quality initiatives.
• Develop and maintain reports, dashboards, KPIs, notifications, and scheduled jobs.
• Troubleshoot platform issues, perform root cause analysis, and implement long-term resolutions.
• Collaborate with business stakeholders to understand requirements and deliver effective solutions.
• Support platform upgrades, patching activities, release management, testing, and deployment activities.
• Ensure adherence to ServiceNow development best practices, governance standards, and security guidelines.
• Prepare and maintain technical documentation, knowledge articles, and operational procedures.

Other Requirements

ServiceNow Platform

• ServiceNow Administration & Development
• ITSM, ITOM, Service Catalog, CMDB, Knowledge Management
• User Administration, Roles, Groups, and ACL Management
• Flow Designer & IntegrationHub
• Service Portal and Workspace administration
• Development & Customization
• Integration & Data Management
• Field Service Management (Preferred)
• Reporting & Administration
• Additional Requirements
• Qualifications
• Certifications
• Mandatory
• Preferred
• JavaScript
• ServiceNow Server-Side and Client-Side Scripting
• Business Rules
• Client Scripts
• Script Includes
• UI Actions
• UI Policies
• Glide APIs
• REST and SOAP Web Services
• IntegrationHub Spokes
• Import Sets & Transform Maps
• Data Loads and Migrations
• Multiple Third-Party Integrations
• Work Orders
• Dispatching & Scheduling
• Agent Workspace
• Mobile Workspace
• Reports & Dashboards
• Performance Analytics (Preferred)
• Scheduled Jobs
• Notifications & Email Scripts
• Platform Monitoring & Troubleshooting
• Experience working on multiple ServiceNow integrations.
• Experience in ServiceNow platform upgrades, releases, and instance maintenance activities.
• Strong troubleshooting, debugging, and root cause analysis skills.
• Good understanding of ServiceNow best practices and platform governance.
• Strong communication and stakeholder management skills.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field.
• 4+ years of hands-on experience in ServiceNow Administration and Development.
• Experience working in Agile/Scrum environments.
• Ability to work independently and collaborate with cross-functional teams.
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
• ServiceNow Certified Implementation Specialist – ITOM (Preferred)