Platform Administrator, ServiceNow

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. ServiceNow Administrator Brazil Role Overview: The ServiceNow Administrator is responsible for the day-to-day administration, configuration, operational health, and continuous improvement of the ServiceNow platform. This role helps ensure the platform remains stable, secure, performant, and aligned with enterprise governance and ServiceNow best practices. The ServiceNow Administrator works closely with Engineers, Business Analysts, Product Owners, process owners, and other stakeholders to support platform operations, troubleshoot issues, maintain configurations, and implement standard enhancements. The role also contributes to platform health, data quality, automation, and an improved user experience.

Administer and maintain ServiceNow users, groups, roles, ACLs, access controls, system properties, and other core platform configurations. Configure and maintain forms, lists, views, UI Policies, Data Policies, Business Rules, notifications, assignment rules, and other standard platform capabilities. Create, configure, and maintain Service Catalog items, Record Producers, variables, approvals, and related request fulfillment configurations. Support core ServiceNow capabilities, including ITSM, Employee Center, Knowledge Management, Service Catalog, and related platform services. Monitor platform health, scheduled jobs, integrations, system logs, failed transactions, email processing, and other operational indicators, identifying and escalating issues as needed. Troubleshoot platform incidents and configuration issues and collaborate with Engineers when advanced development or technical remediation is required. Create and maintain operational reports, dashboards, scheduled reports, and platform metrics. Monitor platform data quality and support remediation of duplicate, incomplete, obsolete, or inconsistent records. Support ServiceNow upgrades, patches, clones, releases, regression testing, and post-deployment validation activities. Perform configuration and administrative changes following established SDLC, change management, testing, and release processes. Maintain platform documentation, configuration records, administrative procedures, knowledge articles, and operational runbooks. Support basic Flow Designer automations and workflow configurations following established engineering and architecture standards. Partner with Engineers and Architects to follow ServiceNow best practices, maximize out-of-the-box capabilities, and minimize unnecessary customization and technical debt. Ensure platform administration activities comply with security, access management, audit, governance, and enterprise standards. Support users and stakeholders by providing platform guidance, troubleshooting assistance, and knowledge transfer. Stay current with ServiceNow releases, platform capabilities, administration best practices, and opportunities for continuous improvement. Gain exposure to additional ServiceNow AI capabilities, including AI Agents, AI Search, intelligent automation, and other platform AI features.

At least 2 years of hands-on ServiceNow administration experience. Good understanding of ServiceNow platform administration, including users, groups, roles, ACLs, forms, lists, notifications, and platform configuration. Hands-on experience with Service Catalog configuration, including Catalog Items, Record Producers, variables, and