Technology ServiceNow Administrator

Technology ServiceNow Administrator Cooley is seeking a Technology ServiceNow Administrator to join the Technology Platforms & Applications team.

About Cooley: Cooley is a global law firm with an expansive practice and more than 3,000 employees and partners worldwide. We value and celebrate diverse perspectives and strive to create a workplace where every individual can thrive. At the core of Cooley’s success is the exceptional talent and unwavering spirit of our people. We embrace individuality while fostering a ‘one-firm’ culture where collaboration and creativity thrive. Our people are the foundation of our success and the driving force behind everything we do.

Hybrid Schedule Philosophy: As part of the Cooley culture, we recognize and appreciate the value of being together, in person, to build comradery with others in the office and to be a contributing member of the Cooley office. However, we also appreciate the benefits and flexibility that come from remote working. As such, the default assumption for employees and partners is a hybrid schedule: some in-office presence and some work from home days absent certain essential in-office roles that require five (5) days/week in-office.

Position summary: Cooley Technology embraces a culture of customer service excellence, and all members of the department are expected to move this agenda forward. We are dedicated to leveraging advanced technologies to optimize firm technical operations and deliver impactful business outcomes.

The Technology ServiceNow Administrator is responsible for the administration, configuration, and enhancement of the ServiceNow platform across multiple functional areas, including Hardware Asset Management (HAM), Software Asset Management (SAM), Security Operations (SecOps), Employee Center, Workspaces, AI capabilities, and core platform services. The role supports ongoing IT Service Management (ITSM) processes while delivering new platform capabilities and business initiatives.

This position maintains the health, security, and performance of the ServiceNow platform while facilitating Agile delivery for the ServiceNow team. Responsibilities include managing and refining the product backlog, facilitating Scrum ceremonies, removing impediments, coordinating with ServiceNow technical leadership, process owners, and ensuring the successful delivery of platform enhancements. The ideal candidate combines strong ServiceNow administration expertise with Agile facilitation skills to drive automation, streamline processes, and continuously improve the user experience across the platform. Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

• •Administer, configure, maintain, and support the ServiceNow platform, including ITSM, ITOM (IT Operations Management), including CMDB, Discovery, Service Mapping, Employee Center, Workspaces, Platform Analytics, AI capabilities, and additional ServiceNow applications as required
• •Perform platform administration activities, including user and role management, groups, security controls, access management, instance health monitoring, performance optimization, platform maintenance, and governance
• •Configure and maintain ServiceNow applications using out-of-the-box capabilities and platform best practices, including forms, lists, catalog items, record producers, workflows, Flow Designer, business rules, client scripts, UI policies, notifications, knowledge articles, and platform configurations
• •Administer and enhance ITSM processes, including Incident, Request, Change, Problem, Knowledge, Service Catalog, and Service Level Management
• •Administer and support IT Operations Management (ITOM) capabilities, including Configuration Management Database (CMDB) governance, Discovery, Service Mapping, Event Management, Management, Instrumentation, and Discovery (MID) Servers, configuration data quality, and operational health, while partnering with infrastructure teams to ensure accurate and reliable service data
• •Support Employee Center, Workspaces, and self-service capabilities to improve the overall employee experience
• •Support platform integrations with internal and third-party applications using Representational State Transfer Application Programming Interfaces (REST APIs), IntegrationHub, web services, and approved integration technologies
• •Coordinate platform upgrades, releases, cloning activities, patching, testing, deployment activities, and post-release validation to ensure platform stability and minimize business disruption
• •Monitor platform health and performance, troubleshoot technical issues, perform root cause analysis, and coordinate the resolution of incidents, defects, and service requests
• •Develop and maintain reports, dashboards, Platform Analytics, and operational metrics that provide meaningful insights to technology leadership and business stakeholders
• •Maintain platform documentation, technical standards, governance processes, operational procedures, and configuration records
• •Partner with business stakeholders, Product Owners, and technical teams to gather requirements, prioritize enhancements, and deliver scalable platform solutions
• •Participate as an active member of Agile delivery teams, supporting backlog refinement, sprint planning, daily stand-ups, sprint reviews, retrospectives, estimation activities, and release planning while managing assigned stories and tasks within Agile Boards
• •Manage assigned stories, defects, enhancements, and platform support activities using ServiceNow Agile Development or approved Agile management tools, ensuring timely delivery and adherence to sprint commitments
• •Support implementation and adoption of emerging ServiceNow capabilities, including AI-powered features, workflow automation, Platform Analytics, and future platform innovations
• •Collaborate with developers, architects, infrastructure teams, security teams, vendors, and project managers to deliver secure, scalable, and high-quality platform solutions.
• •Identify opportunities for platform optimization, automation, standardization, and continuous service improvement\
• •All other duties as assigned or required

Skills and experience:

Required :

• •After orientation at Cooley LLP, exhibit proficiency in Microsoft Office, iManage, and other firm applications
• •Ability to work extended and/or weekend hours, as required
• •Ability to travel, as required
• •4+ years of experience administering, configuring, implementing, and supporting ServiceNow solutions in complex enterprise environments (Senior level designation will be considered for those with 6+ years of experience and demonstrated experience operating at a senior level)
• •Strong experience supporting ServiceNow modules, including ITSM, ITAM (IT Asset Management) (HAM/SAM), SecOps (Vulnerability Response and Security Incident Response), Employee Center, Workspaces, AI capabilities, and related platform services
• •Experience supporting ITOM modules, including Discovery, Event Management, and Service Mapping
• •Strong understanding of ServiceNow platform architecture, configuration, and administration best practices
• •Proficiency with ServiceNow administration, configuration, and scripting, including JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Catalog Items, Record Producers, Flow Designer, and workflow automation.
• •Experience managing platform administration activities, including user access, roles, groups, security controls, performance monitoring, instance maintenance, and release management
• •Experience integrating ServiceNow with internal and third-party systems using REST and SOAP (Simple Object Access Protocol) APIs, XML, and JSON
• •Strong understanding of ITIL principles and processes, including Incident, Problem, Change, Request, Asset, and Knowledge Management
• •Experience gathering business requirements, documenting processes, writing user stories and acceptance criteria, and