ServiceNow Administrator [T500-18087]

About Visy:

Visy is a family-owned Australian business and a global pioneer in sustainable packaging, recycling and logistics. They operate across 150 sites globally, including operations in Asia, Europe, and the USA, supported by a dedicated workforce of over 7,000 employees. It is Australia and New Zealand’s largest manufacturer of food and beverage packaging, made from household recycling. As Australia’s largest recycler, it processes 40% of Australian households recycling. Visy also supports customers with logistics, packaging supplies, point of sale displays and more. At Visy India, their technology hub in Hyderabad, they are expanding their technical capabilities to support their global business.

Primary responsibilities of the Role:

• Administer and support ServiceNow ITSM modules including Incident, Problem, Change, Service Catalog, Knowledge Management
• Implement and maintain Hardware Asset Management (HAM) and Software Asset Management (SAM) processes, ensuring compliance and lifecycle tracking
• Manage and enhance the CMDB, ensuring accurate configuration item (CI) relationships and data integrity
• Configure and troubleshoot ServiceNow Discovery and Service Mapping to automate asset detection and infrastructure mapping
• Develop and manage API integrations between ServiceNow and other enterprise systems including but not limited to Active Directory, Microsoft 365, SCCM, and Microsoft Endpoint Management (Intune)
• Configure workflows, automation, UI policies, and business rules to improve service management and asset tracking
• Troubleshoot and resolve ServiceNow platform issues, escalating as needed
• Manage user roles, permissions, and access controls (ACLs) to ensure security and compliance
• Stay up to date with ServiceNow best practices, platform updates, and security enhancements to drive continuous improvement

Plan and manage ServiceNow upgrades, including:

• Reviewing and understanding new features and enhancements in upcoming releases
• Coordinating and conducting testing with key stakeholders to ensure compatibility and stability
• Proactively presenting new features that could provide business benefits and drive process improvements
• Executing the upgrade with minimal disruption to business operations
• Collaborate with other IT teams to resolve technical issues
• Ensure user issues are resolved in an acceptable timeframe and be able to meet set performance metrics

Experience & Qualifications:

Mandatory:

• Bachelor's degree in information technology or a related field
• Experience dealing with critical issues
• Possess general administration experience with ability to prioritize workload that aligns with business requirements
• Being able to work under pressure
• Minimum 4 years’ experience administering and supporting ServiceNow ITSM modules
• Strong understanding of IT Asset Management (ITAM), including HAM and SAM best practices
• Experience managing ServiceNow CMDB and Discovery, including troubleshooting patterns and probes
• Minimum 4 years of hands-on experience with ServiceNow scripting (JavaScript, Glide API, Flow Designer, business rules, UI policies)
• Experience with API integrations and proven success stories
• Knowledge of software license compliance, contract management, and IT asset lifecycle processes
• Familiarity with ITIL framework and IT service management principles
• Strong problem-solving and analytical skills with the ability to troubleshoot complex ServiceNow configurations

Key Technical Skills:

Skills (Technical, Business, Leadership)

• Excellent communication and collaboration skills to work with both technical and non-technical stakeholders
• Strong problem solving and analytical skills
• Knowledge in Web technologies (JavaScript, XML, HTML, HTTP, CSS)
• ServiceNow certifications (e.g., Certified System Administrator, ITSM, ITAM, CMDB, or Discovery) are highly desirable