Summary

We are seeking a motivated fresh graduate to join as an Associate, IT Solutions, supporting both ServiceNow ITSM operations and CMDB data administration. In this entry-level role, you will assist with core service management workflows (Incident, Change, Problem, and Request), maintain Configuration Item (CI) data integrity, and troubleshoot platform issues while building hands-on expertise in ServiceNow administration.

The Junior ServiceNow Administrator supports the daily administration, workflow enhancement, and data hygiene across both the ServiceNow ITSM suite and the ServiceNow CMDB.

Detailed Description

Key Responsibilities:

• ServiceNow ITSM Support: Assist in managing, configuring, and refining core ServiceNow modules (Incident, Problem, Change, and Request Fulfillment/Service Catalog) to ensure smooth IT service delivery.
• ServiceNow CMDB Maintenance: Monitor and update Configuration Items (CIs) in the ServiceNow platform, review data health metrics (completeness, correctness, compliance), and identify orphaned or outdated records.
• Platform Workflow & Requirements: Collaborate with internal IT teams to gather requirements for new ServiceNow catalog items, service requests, notification triggers, and standard change templates.
• Issue Triage & Troubleshooting: Investigate and resolve user-reported ServiceNow platform issues, service ticket routing errors, and CI mapping discrepancies.
• Reporting & Dashboards: Generate standard reports and build performance dashboards directly within ServiceNow to track ITSM SLAs, ticket volumes, and CMDB health metrics.
• Process Documentation: Create and maintain clear standard operating procedures (SOPs) and ServiceNow Knowledge Base (KB) articles for IT support staff and end users.
• Project Support: Participate in platform enhancements, testing cycles (UAT), and system verification during ServiceNow version upgrades.

Knowledge/Skills/Competencies

• Degree in Information Technology, Computer Science, Information Systems, or a related field (fresh graduates are welcome).
• Solid analytical, technical, troubleshooting, and problem-solving skills.
• Effective communication skills (both written and verbal) with a proactive and customer-oriented mindset.
• Conceptual understanding of core ITIL / ITSM processes (Incident, Change, Problem, Request) and basic CMDB principles.
• Understanding of how IT components interconnect (software, operating systems, servers, and network devices).
• Proficiency in technical documentation, including creating clear process diagrams, flowcharts, and knowledge base articles.
• Familiarity with or strong interest in learning the ServiceNow platform (coursework, ServiceNow fundamentals, or CSA is a plus).
• Basic scripting or coding skills relevant to ServiceNow (e.g., JavaScript, HTML, or basic SQL) is a plus.

Mode - Work from Office

Typical Experience

• Overall experience should be 2years
• Entry level to 1 year;Experience in similar roles

Typical Education

• Bachelors Degree or consideration of an equivalent combination of education and experience.

• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.