Can anyone explain Roles and responsibilities of the Service Now Administrator

[eswetha26]

Hi all,

I am new to the Service now 

Can anyone explain Roles and responsibilities of the Service Now Administrator in real time.

[Prasanna_Patil]

Hi @eswetha26 You can consider these as roles and responsibilities

1.Configration the system

2.User Management  like create, modify and delete user accounts

3.Application management like Install, update

4.Incident and Problem Resolution: you should address all the incidents

5.Upgrade and Patch management: you need to involve in the upgradation  

[PrashantLearnIT]

HI @eswetha26 

A ServiceNow Administrator plays a critical role in the effective implementation and maintenance of the ServiceNow platform. Here are the typical roles and responsibilities of a ServiceNow Administrator in real-time:

1. Platform Configuration and Customization

   - Configuration: Set up and configure ServiceNow applications and modules according to business requirements.

   - Customization: Develop and customize ServiceNow applications and facilitate rolling out new applications and modules. Create and update UI policies, business rules, UI actions, client scripts, and workflows.

2. User and Role Management

   - User Accounts: Manage user accounts, including creating, updating, and deactivating accounts as necessary.

   - Roles and Permissions: Assign roles and permissions to users to ensure they have the appropriate access levels.

3. Incident, Problem, and Change Management

   - Incident Management: Resolve incidents related to ServiceNow functionality and performance.

   - Problem Management: Investigate and diagnose problems, working to find root causes and implement solutions.

   - Change Management: Manage and control changes to the platform, ensuring minimal disruption to service.

4. System Maintenance and Upgrades

   - System Maintenance: Perform regular maintenance tasks such as system backups, performance tuning, and monitoring.

   - Upgrades: Plan and implement upgrades to new ServiceNow releases, ensuring compatibility and functionality of existing customizations.

5. Integration Management

   - Integration Setup: Configure and maintain integrations with other systems and third-party applications.

   - API Management: Manage REST/SOAP API integrations, ensuring secure and efficient data exchanges.

6. Data Management

   - Data Integrity: Ensure data integrity by managing data imports, exports, and transformations.

   - Reporting and Analytics: Develop and manage reports and dashboards to provide insights into platform performance and usage.

7. Security and Compliance

   - Security Policies: Implement and enforce security policies to protect sensitive data and ensure compliance with regulations.

   - Audit and Compliance: Conduct regular audits and ensure the platform complies with organizational and legal standards.

8. User Support and Training

   - Support: Provide technical support to users, troubleshooting issues and providing solutions.

   - Training: Conduct training sessions for end-users and other stakeholders to ensure effective use of the platform.

9. Documentation

   - Documentation: Create and maintain comprehensive documentation for configurations, customizations, workflows, and processes.

10. Collaboration and Communication

   - Stakeholder Communication: Collaborate with business stakeholders to understand requirements and provide solutions.

   - Team Collaboration: Work closely with developers, IT staff, and other team members to ensure cohesive and efficient operations.

11. Performance Monitoring and Optimization

   - Monitoring: Continuously monitor the performance of the ServiceNow platform.

   - Optimization: Identify and implement performance improvements to ensure optimal operation.

• These responsibilities ensure that the ServiceNow platform runs smoothly, meets business needs, and provides value to the organization.

[Satishkumar B]

Hi @eswetha26 

As a ServiceNow Systems Administrator, you would be responsible for managing and maintaining the ServiceNow platform to ensure its smooth operation and optimal performance. Your day-to-day responsibilities would include:

1. Platform Configuration: Configuring and customizing the ServiceNow platform to meet the organization's needs. This involves creating and modifying tables, fields, business rules, UI policies, workflows, and other platform elements.

2. User Management: Managing user access and permissions within the ServiceNow system. This includes creating and updating user accounts, defining roles and access controls, and ensuring proper authentication mechanisms.

3. Incident and Problem Management: Overseeing incident and problem management processes within ServiceNow. This includes managing incident records, tracking problem investigations, and working to resolve issues efficiently.

4. Change Management: Handling change management activities within ServiceNow, such as tracking changes, evaluating risks, and ensuring proper approvals before implementing changes to the platform.

5. Service Catalog Management: Maintaining the Service Catalog, which involves creating and updating service offerings, managing workflows for service requests, and ensuring service delivery meets the defined Service Level Agreements (SLAs).

6. Reporting and Analytics: Creating and maintaining reports, dashboards, and data visualizations to provide insights into the platform's performance and usage. Monitoring key performance indicators (KPIs) to identify areas for improvement.

7. Integration Management: Integrating ServiceNow with other systems and applications to enable seamless data flow and automation between different platforms.

8. System Upgrades and Patches: Managing platform upgrades and applying patches to ensure the system is up-to-date with the latest features and security fixes.

9. Security and Compliance: Implementing and maintaining security best practices to protect sensitive data and ensure compliance with relevant regulations and standards.

10. Documentation and Training: Creating and updating documentation for system processes, configurations, and troubleshooting procedures. Providing training to end-users and other stakeholders on how to use the ServiceNow platform effectively.

11. Problem Resolution: Investigating and resolving issues and incidents related to the ServiceNow platform. This may involve troubleshooting technical problems, identifying root causes, and implementing solutions.

12. Continuous Improvement: Proactively identifying opportunities for process improvements and optimizations within the ServiceNow environment.

13. Vendor Management: Interacting with ServiceNow vendors for support, licensing, and other related issues.

It's important to note that the specific responsibilities of a ServiceNow Systems Administrator may vary depending on the organization's size, complexity of the ServiceNow implementation, and its specific needs and processes. Nonetheless, these core tasks provide a general overview of what a typical ServiceNow Systems Administrator might handle in their day-to-day work.

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HAPPY LEARNING

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[Dr Atul G- LNG]

Hi @eswetha26 

This might be helpful

Also, if i speak from practical side, there is No role called SN admin in industry now. Companies are expecting more than that from a candidate.