Job Description Why choose Logicalis? It’s not just IT solutions, It’s IT global know-how!  Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

ROLE PURPOSE

We are seeking an experienced and ServiceNow Certified System Administrator to join our ITSM team. This role is responsible for the operational support, configuration, and enhancement of ITSM toolsets (primarily ServiceNow), supporting global and regional IT operations.

The ideal candidate will drive the successful onboarding of clients, implementation of system improvements, and governance of ITSM-related processes and knowledge assets.

ROLE RESPONSIBILITIES:

ServiceNow Administration & Enhancements

Perform day-to-day administration of the ServiceNow platform, including Incident, Request, Knowledge, Problem, and Self-Service modules.Validate specifications, test enhancements, and manage releases into Production.Manage platform enhancements and customer-specific requirements.Coordinate testing activities for system upgrades and newly developed features.Define service catalog items, SLAs, dashboards, and reports for both internal and customer use.Escalate system defects and support resolution with global teams.Support integrations with other toolsets (e.g., Autotask, Freshservice, ManageEngine).

Client Onboarding & Configuration Management

Oversee the onboarding of clients into ITSM systems, ensuring Configuration Items (CIs) are correctly entered and validated.Service portfolio and description association based on clients agreed servicesSupport configuration validation with ITOM specialists to maintain monitoring platform accuracy.Manage the bi-directional API integration between platforms for seamless data exchange and reporting.

Process Improvement & Governance

Lead local process improvement initiatives by converting ideas into actionable demands or enhancements.Collaborate with Governance and Compliance teams to ensure processes meet ISO and other standards.Document ITSM processes, procedures, technical solutions, and ensure knowledge articles are current and accessible.

Knowledge Management & Training

Lead Knowledge Management, including article creation, lifecycle tracking, and usage metrics.Deliver training and workshops on ITSM toolsets, processes, and reporting capabilities for internal teams and clients.

Knowledge Management & Training

Any other adhoc tasks relating to ServiceNow local management and integration

DELIVERY RESPONSIBILITIES:

Deliver client onboarding requirements into the ITSM platform, including Configuration Item setup and service catalog definitions.Generate scheduled and ad hoc reports, requests and dashboards for internal stakeholders, clients, SDMs, and ExCo.Assist in preparing reports and visualizations for client service reviews and performance management meetings.Ensure system-generated reports accurately reflect SLA compliance, incident/request trends, and customer satisfaction metrics.Validate and test new ServiceNow modules or upgrades in collaboration with global teams before production release.Support and assist in the configuration, testing, and ongoing use of internal platforms such as Salesforce and Flowgear.Configure and manage integration workflows through Dell Boomi middleware to our ServiceNow platform, ensuring seamless data synchronization and process automation.

KEY PERFORMANCE INDICATORS:

       KPI's

License Utilization: Tracks how efficiently ServiceNow licenses are being used.Compliance and Security Metrics: Ensures adherence to security policies and regulatory requirements.SLA Breach Rate: Track and manage of incidents and requests within SLA and mitigate those that exceed the SLA limits.Timely Delivery of API Integration projects.

Skills and Competencies

Excellent communication skills.High levels of emotional intelligence to manage conflict.API integration – Dell Boomi middleware.

PERSON REQUIREMENTS:

EXPERIENCE:

Experience working with ITSM platforms (ServiceNow, Autotask, Freshservice).Ability to perform 1st line investigation and triage of platform issues.Advanced skills in defining and documenting process and/or procedures.

QUALIFICATIONS:

ITIL Foundation qualification.