ServiceNow serves as a cloud-based business that provides SaaS for specialized management needs. The business focuses on three distinct areas of IT management: IT operations management (ITOM), IT services management (ITSM), IT business management (ITBM), and it also offers a wide range of apps as well as plugins to aid companies in organizing their teams as well as dealing with customers.
ServiceNow makes integrating with other platforms easy and transparent.
Cloud computing and the proliferation of new applications have sped up the evolution of the ServiceNow platform in many different sectors. Software developers, administrators, advisors, as well as many other roles are available in ServiceNow-using companies.
In this article, we’ll examine all the roles and responsibilities of a ServiceNow Administrator. Systems that automate processes and keep tabs on service inquiries can’t be built without these administrators’ help.
Table of Contents
- What is ServiceNow?
- The roles and responsibilities of the ServiceNow Administrator
- What can a ServiceNow Administrator do?
- What Roles & Responsibilities are in a ServiceNow Implementation?
What is ServiceNow?
ServiceNow is a web-based platform that streamlines and automates the management of enterprises’ booking-related customer service processes. Among its many functions are client administration, order processing, and comprehensive statistical analysis.
In addition, it facilitates communication between clients and companies by providing a live chat feature plus a phone booking system. ServiceNow allows businesses to manage customer service requests, schedule appointments, as well as monitor the status of orders.
This allows companies to better serve their clientele by focusing their efforts where they will have the greatest impact. With ServiceNow, you have complete control over the appearance and experience of your service experiences, thanks to extensive personalization possibilities.
ServiceNow may also be used by businesses to keep track of their inventories. In this way, you may track your stock and avoid running out of any essential items.
Want to become a Certified ServiceNow Professional? Go through MindMajix’s ServiceNow Online Training.
The roles and responsibilities of the ServiceNow Administrator
An organization’s consumers can submit a wide variety of service requests, and it is the job of a ServiceNow Administrator to meet their needs. ServiceNow admins are responsible for following up on client demands and resolving them.
IT managers using ServiceNow can tailor the platform to the needs of a certain department. Administrators can set up and manage any of ServiceNow’s pre-built applications for processing or build their own. Roles, along with other forms of network access, may be used to restrict who has access to these apps.
An organization can’t function without a ServiceNow Admin, who is in charge of a wide range of essential tasks. However, a ServiceNow administrator’s duties within an organization are as follows:
- The daily tasks of assistance and upkeep should ideally fall under the purview of the administrator. Together with the platform’s operational team, they brainstorm and test novel approaches to existing problems.
- Together with the ServiceNow group, they need to make requests as well as task resources. Workflows may be utilized to manage tasks from many different types of clients.
- They will have the freedom to tailor the system to their needs while also designing and implementing a wide range of user training programs. In addition, it will help accommodate a wide range of requirements inside the company.
- The administrator of the platform is responsible for monitoring issues, upkeep, and utilization of ServiceNow. Integrating and automating processes is something else they need to work on.
- Among the many things they are responsible for is developing and tailoring user interface policies, measures, scripts, pages, as well as business rules.
- They should also help alongside and manage data upkeep, application loading, as well as upgrades. The ServiceNow platform, along with other systems, ought to set up this.
What can a ServiceNow Administrator do?
The ServiceNow Admin is responsible for more than just the aforementioned tasks. They also have technical duties. Let’s check out their contents.
- The core or fundamental configuration
Changes to the ServiceNow platform as well as auxiliary applications, are part of the primary/core setup. These changes could have an effect on both global and per-app preferences.
- The Assurance of Security in the System
Security is built into the system at several levels, as it is crucial to the operation of the whole. ServiceNow’s administrators are in charge of enforcing all policies and procedures designed to keep a company’s data safe. They are also responsible for handling things like audit logs, access management rules, password encryption, as well as failed logins.
- Form configuration
Much of this setup involves swapping the design of the form as well as the accompanying list layout. The information input on the form is affected by the form design, while the lists provided at the end of the form are influenced by the associated list layout.
- Data Administration
The user’s instance data is stored as well as processed according to a moral framework that admins can review and tweak as needed. Data management tasks also include the import and export of information. Data archiving as well as the creation of database tables and columns, are also part of this process.
ServiceNow also connects to a wide range of external systems, including apps and databases. You can branch out towards other areas of business as well as enjoy greater freedom in your work schedule.
- Management of Accounts
The ServiceNow Admin controls who has access to the instances and how much access they have by creating user accounts for them. User communities can be created, and individuals assigned to them. Roles can also be used to control the data and capabilities of individual users and organizations of users.
To keep up with industry shifts, several IT staffing agencies additionally use Certified ServiceNow Admin professionals. Additionally, numerous international firms are seeking to employ seasoned administrators in executive capacities. Since these positions are seen as crucial, they come with generous compensation packages. Given the breadth and depth of the ServiceNow ecosystem, it stands to reason that subject-matter experts and passionate advocates are in great demand.
What Roles & Responsibilities are in a ServiceNow Implementation?
The team tasked with implementing ServiceNow has expertise in both IT and business. ServiceNow implementation responsibilities include the following positions:
- Functional Consultant:
These experts are seasoned consultants who have worked in a variety of corporate functions. They are well-versed in the ways in which your business operates, the goods and services it provides, and the needs of the consumers it serves. Moreover, they have an intimate understanding of the systems’ practical application in the company. By analyzing your company’s requirements and presenting feasible alternatives, functional consultants aid in the development of your road map.
- Technical Consultant:
You may rely on technical advisors to help you configure the system in order to meet your needs, implement the settings at your location, tailor the system to your specifications, as well as assist with staff training.
- Integration Specialist
Your new software solution’s implementation partner is the Systems Integrator. They’ll be in charge of formulating an agenda for carrying out all of your specifications effectively. If you end up saving cash in the long run depends in large part on the SI you hire, so make sure to take your time in making that decision.
The administrator must set up and maintain the system.
- Business Analysts:
Customers are the primary focus of business analysts as they gather information for and refine functional specifications. They are additionally aware of any updates or new features that have been implemented.
BDAs establish functional specs, and developers write coding to implement the functionality based on those requirements. They also develop new procedures or improve current ones to suit the requirements of their customers better.
- IT professionals
Before installing software, sysadmins set up the infrastructure components such as servers, databases, as well as networks. They may also help in the development team’s preparation of testing environments prior to releasing code into production.
- Inspectors of Quality (QA)
Before a system is released into production settings, QA testers examine every facet of it, from its individual operations to its integration with different systems.
- Operations Manager
The Operations Manager is in charge of the entire ServiceNow project, from the initial planning stages to the final execution.
- Project Manager
The Project Manager is in charge of leading the team and ensuring that deadlines are met.
- Group Manager
The Change Management Team creates and implements policies to guarantee the trouble-free introduction of cutting-edge tools and methods. Implementing new technology often necessitates upgrading current procedures and training staff on new tools.
- Business Analyst
The Business Analyst consults with customers to determine their requirements and creates unique solutions that fit within the parameters of ServiceNow’s products and features. In addition, they collaborate closely with the technical team to guarantee that the final product satisfies the needs of the company.
Here, you can look at some of the duties of a ServiceNow administrator. In a nutshell, an administrator needs multiple sets of skills to effectively address issues that arise inside an organization. They also handle a wide range of service demands from customers and clients.
Your daily responsibilities will cover a wide range of development activities, the specifics of which will vary with your position. As a developer or a professional designer, you can rest assured that the ServiceNow platform will remain in use for the foreseeable future. We anticipate your enthusiasm for this development and look forward to working with you to make the platform even better in the future.