ServiceNow ITSM Request Administrator

TEKsystems is currently seeking a ServiceNow Request Administrator for a permanent 100% Remote opening. Candidate must work remotely from one of the approved states below:

Additional Skills & Qualifications

Candidates need to live and work in one of the nine states that the company operates in: Montana, Idaho, Washington, Utah, Wyoming, Colorado, Arizona, Nevada, or Texas.

Description

The IT ServiceNow Request Administrator (IT SRA) oversees the company's service catalog and serves as the subject matter expert for the Service Catalog and Service Request Management practice. This position involves managing user access, fulfillment workflows, and catalog configurations within the Request Management and Service Catalog modules. The IT SRA requires the ability to work independently without detailed, step-by-step instructions. Employees are expected to use critical thinking, problem-solving skills, and sound judgment to manage daily tasks, prioritize competing demands, and achieve desired outcomes.

This role supports stakeholders by answering questions, providing guidance and instruction, developing training materials, and troubleshooting issues as they arise. A significant portion of the position involves assisting requesters with identifying the appropriate services and understanding how and where to submit requests, while demonstrating a high degree of empathy, professionalism, and customer focus.

The IT ServiceNow Request Administrator designs effective solutions that balance business needs and technical debt, builds and implements catalog updates, performs unit testing, and supports solutions throughout their lifecycle. The role requires strong collaboration and teamwork skills to work effectively with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, and other stakeholders.

The position performs daily operational activities that support request processes and actively contributes to the creation, maintenance, and sharing of knowledge articles and documentation. The IT ServiceNow Request Administrator implements and supports SLA and OLA processes, provides governance oversight to ensure standards are met, manages incidents through resolution, and identifies opportunities to improve the service catalog and related processes to reduce future incidents and enhance the user experience.

This is a low-code position that includes limited scripting activities, primarily related to catalog form functionality such as showing and hiding fields through Catalog Client Scripts. More advanced scripting and development requirements are coordinated with the development team.

Duties and Responsibilities

Description % of Time Spent

Service Catalog Administration and Governance This role is responsible for the ongoing administration, quality, and effectiveness of the ServiceNow Service Catalog, ensuring service requests are accurately defined, efficiently routed, and delivered in a timely manner to meet the needs of business stakeholders. Responsibilities include maintaining catalog items, forms, workflows, request fulfillment processes, documentation, and related configuration records; coordinating with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, and development resources to ensure solutions align with business requirements and platform standards. This role will perform basic no-code/low-code configuration updates, scripting, and integration management as well as maintain process documentation and flow diagrams; however, complex development, integrations, and platform engineering activities are performed as part of a designated development Fusion Team, or third-party partners. As the Service Catalog subject matter expert, this role is responsible for promoting service catalog best practices, supporting continuous improvement efforts, assisting in reducing technical debt, and ensuring a complete, accurate, and user-friendly catalog experience across the environment. 25%

Service Request Management Act as the subject matter expert for the Service Request Management practice. This includes but is not limited to managing request cancellations, communicating with requesters, providing step by step guidance on how to submit requests, providing status updates and increasing priority on existing requests, and implementing SLA and OLA management. Service Level Agreement and Operational Level Agreement management will include monitoring/reporting on adherence, communicating with the appropriate stakeholders, providing reporting to other fulfillment teams and leadership, and designing thresholds that prompt specific actions to be taken at each threshold. Collaborate with internal teams and vendors on integrations between ServiceNow and systems such as SailPoint and WorkDay. 25%

Incident Resolution Responsible for providing prompt and effective resolution to incidents related to the service catalog. This includes troubleshooting workflows, analyzing and improving current processes, and developing solutions in stages to (a) resolve the issue quickly and (b) prevent this issue from recurring whenever possible. 15%

Direct Stakeholder Support There are many stakeholders that will need help with service requests at one time or another. This role will strive to provide excellent customer service, answering questions as they arise, identifying gaps in processes that may require updates to the catalog, and providing training and ongoing support to requesters, approvers and fulfillers across all departments and divisions. This will sometimes involve providing step-by-step instructions with links to the appropriate service request and screenshots of selections. At times knowledge articles will need to be created and shared, training courses will need to be updated, or reports, scheduled reports, dashboards and/or queues will need to be created or updated. This role will always try to create the best experience for all stakeholders that engage with our department. 10%

Tasks supporting Service Request flows Perform daily tasks to ensure requests flow as needed while meeting SLAs and the needs of the company. 10%

Training, Knowledge Management and Documentation This role will be responsible for providing training on Service Request processes. This includes creating knowledge articles, updating training courses, providing live training sessions, documenting and continually improving on current processes, and listening to the needs of our stakeholders. This role will provide guidance by phone, email, chat, live meetings with screenshare, updating information to be added to training software, knowledge articles, Visio diagrams, and other documentation. 5%

Reports/Dashboards/Scheduled Reports This role will be responsible for assisting other teams with reports, dashboards, scheduled reports, and queue management. Assistance will include creating and educating other teams on how to create their own reports. Dashboards may need to be set up to assist teams in managing their work, and eventually to provide visibility into SLAs and OLAs. Scheduled reports can be emailed to individuals as needed. Some teams may need assistance in setting up queues to view their work outside of dashboards. 5%

Security is everyones responsibility. You will read and understand all the SOx and FDIC audit policies and adhere to all directives as prescribed. You will ensure that your work product consistently meets all SOx and FDIC audit directives and policies as defined and consult and work with auditors on the subject matter in question. 5%

Education

Required/Preferred Education Level Description

Required Associate Degree-A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Experience

Required/Preferred Experience Level Description

Required 3 years Hands on ServiceNow administration experience.

Required 5 years Five years of IT experience troubleshooting and providing customer support.

Required Knowledge Of Experience supporting or coordinating integrations with external systems, i.e. SailPoint

Required Knowledge Of Familiarity with the basic principles of ITIL

License/Certification

Required/Preferred License/Certification Description

Preferred Active ServiceNow Certified System Administrator (CSA) certification, or obtain within 6 months

Preferred ITIL 4 Foundation

Preferred ServiceNow Service Portal Micro-Certification

Job Type & Location

This is a Permanent position based out of Boise, ID.

Pay and Benefits

The pay range for this position is $95000.00 - $125000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Medical, dental, vision, 401k, profit sharing (approximately a 10% bonus that goes directly to each person's 401k), a yearly cash bonus based off of company performance (usually around 20%), and many other benefits.

Job Type & Location

This is a Permanent position based out of Boise, ID.

Application Deadline

This position is anticipated to close on Nov 4, 2026.

Workplace Type

This is a hybrid position in Boise,ID.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.