ServiceNow Specialist / Administrator (BAU Support)

PBT Group is seeking an experienced ServiceNow Specialist to provide day-to-day BAU support and platform management. The successful candidate will take ownership of maintaining a live ServiceNow instance, driving incident resolution, supporting enhancements, and coordinating related platform activities across the business.

This is a hands-on role focused on platform stability, continuous improvement and effective stakeholder engagement.

Key Responsibilities

• Manage and maintain the ServiceNow platform on a day-to-day BAU basis

• Provide support across multiple ServiceNow modules, with particular focus on ITSM, SPM, HR and CMS (additional module exposure advantageous)

• Drive timely resolution of incidents and service requests related to the platform

• Support and coordinate platform enhancements, configuration changes and minor developments

• Participate in and contribute to ServiceNow-related meetings, working groups and governance forums

• Collaborate with business stakeholders, process owners and technical teams to prioritise and resolve issues

• Ensure platform stability, data quality and adherence to best practices

• Assist with documentation, knowledge articles and handover materials as required

• Identify opportunities for continuous improvement of ServiceNow processes and configuration

Minimum Requirements

• Minimum 3 years hands-on experience maintaining and supporting ServiceNow platforms in a live / BAU environment

• Proven experience managing a ServiceNow instance end-to-end

• Solid practical exposure to multiple ServiceNow modules, specifically:

  • ITSM (Incident, Problem, Change, Request, Knowledge, etc.)

  • SPM (Strategic Portfolio Management)

  • HR Service Delivery

  • CMS (Content Management / Service Portal related)

• Demonstrated track record of driving incident resolution and platform enhancements

• Strong understanding of ServiceNow best practices, configuration and platform administration

• Ability to work independently while collaborating effectively with cross-functional teams

• Excellent communication and stakeholder management skills

• Willingness and ability to work full-time on-site in Sandton (5 days per week)

Advantageous

• Experience with additional ServiceNow modules (e.g. ITOM, SecOps, Customer Service, etc.)

• ServiceNow certifications (CSA, CAD, or module-specific)

• Exposure to ServiceNow integrations, Flow Designer, or scripting (where applicable)

• Experience in large or complex enterprise environments

• Familiarity with ITIL processes and frameworks

Personal Attributes

• Proactive and solution-oriented

• Strong ownership and accountability

• Ability to prioritise effectively in a BAU support environment

• Clear communicator who can engage both technical and non-technical stakeholders

• Comfortable working under pressure and to deadlines

Engagement Details

• Start: ASAP

• Location: Sandton – fully on-site (5 days per week)

• Duration: To be confirmed (contract)

• Reporting: Into the relevant ServiceNow / IT Service Management team

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