International Rescue Committee ServiceNow System Administrator Jobs in Kenya
International Rescue Committee ServiceNow System Administrator Jobs in Kenya;The IRC is continually expanding and maturing our implementation of the ServiceNow platform to include new features, functions, and applications.
Job Overview/Summary
Support administration, configuration, maintenance, documentation, reporting, testing, and end‑user support of the ServiceNow platform.
Assist with enhancements, workflow configuration, catalog updates, reports, dashboards, testing, and platform support under the mentorship of the Senior System Administrator.
Work closely with IT teams, business stakeholders, product owners, and ServiceNow users to gather requirements, resolve issues, and improve user experience.
Provide Tier 1 and Tier 2 support for ServiceNow incidents and requests, escalating complex issues as needed.
Contribute to platform stability, documentation, user adoption, release testing, and continuous improvement following IRC standards and ITIL practices.
Major Responsibilities
Provide Tier 1 and Tier 2 end‑user support for ServiceNow incidents, requests, and configuration issues.
Administer and maintain core ServiceNow components (users, groups, roles, forms, lists, tables, reports, dashboards, notifications, knowledge articles).
Configure and maintain ServiceNow solutions across Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management modules.
Support configuration of catalog items, workflows, approvals, forms, reports, dashboards, and automation using Flow Designer.
Assist with scripting and customizations (Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, notifications).
Support and troubleshoot ServiceNow integrations with enterprise systems using REST/SOAP APIs and IntegrationHub.
Collaborate with stakeholders to gather requirements, document user stories, and support delivery of enhancements.
Participate in QA, regression testing, release validation, and UAT.
Support upgrades, patches, releases, and update set validation.
Develop and maintain reports, dashboards, and analytics.
Produce technical documentation, user guides, training materials, and Knowledge Base articles.
Support agile delivery by prioritizing, estimating, and completing assigned tasks.
Develop training materials and conduct quarterly ServiceNow training sessions.
Key Working Relationships
Reports to: Associate Director, Business Systems —
IT.
Receives technical direction from Senior System Administrator.
Internal contacts: IT teams, ServiceNow users, business stakeholders, product owners.
Job Requirements – Experience
Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent experience.
Minimum 3 years of hands‑on ServiceNow administration experience.
ServiceNow Certified System Administrator certification required.
Experience supporting core ServiceNow modules (Incident, Problem, Change, Service Catalog, Request Management, Knowledge Management).
Experience with user administration, group management, role assignments, and security administration.
Experience configuring forms, lists, tables, catalog items, reports, dashboards, workflows, and notifications.
Basic to intermediate JavaScript experience within ServiceNow.
Experience supporting testing, release validation, documentation, and end‑user training.
Strong analytical, troubleshooting, communication, and documentation skills.
Ability to work collaboratively with technical teams and stakeholders.
Preferred Requirements
ServiceNow Certified Application Developer certification.
Experience with Flow Designer, approvals, automation, and process improvements.
Experience supporting integrations using REST/SOAP APIs, IntegrationHub.
Experience with Service Portal configuration and enhancement.
Experience with Automated Test Framework, regression testing, update sets, patches, upgrades, release validation.
Experience supporting ITIL‑based processes and ServiceNow best practices.
How to apply
For more information and job application details, see; International Rescue Committee ServiceNow System Administrator Jobs in Kenya
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