Clarvida Careers

Description

This role, based in Clarvida’s Global Business Center in Manila, supports Clarvida’s U.S.-based operations by managing, enhancing, and building solutions on the ServiceNow platform. This role is responsible for end-to-end administration, configuration, maintenance, and optimization, user access management, and custom development across ITSM and other ServiceNow modules and workflows.

The position ensures platform stability, performance, and security while also designing and developing new capabilities including custom applications, integrations, automated workflows, and scripts. The role collaborates closely with onshore and offshore teams to deliver scalable solutions that align with business and ITIL processes[EC1.1]

ESSENTIAL DUTIES AND RESPONSIBILITIES

ServiceNow Platform Administration
•    Configure and maintain ServiceNow ITSM modules, workflows, automation, and integrations.
•    Manage platform upgrades, patches, and feature rollouts in coordination with onshore teams.
•    Perform advanced troubleshooting for ServiceNow-related issues, including escalated tickets and configuration errors.
•    Conduct root cause analysis for recurring incidents and implement preventive measures.

ServiceNow Development
•    Design, develop, and enhance custom ServiceNow applications, modules, and workflows.
•    Develop scripts, business rules, client scripts, UI policies, and UI actions.
•    Build and maintain integrations using APIs, IntegrationHub, and third-party connectors.
•    Translate business requirements into scalable technical solutions.
•    Develop reports, dashboards, and performance analytics to support operational insights.
•    Perform code reviews and ensure best practices for secure and efficient development.[EC2.1]

Configuration, Implementation & Change Management
•    Oversee configuration of user roles, permissions, and workflows within ServiceNow.
•    Manage change requests, ensuring proper documentation, testing, and communication in alignment with ITIL practices.
•    Collaborate with Business Analysts and stakeholders to align ServiceNow capabilities with business requirements.

Identity & Access Management
•    Provision, modify, and revoke user access within ServiceNow.
•    Ensure compliance with internal security policies and regulatory frameworks 
•    Participate in periodic access reviews and support audit activities.

Collaboration & Documentation
•    Work closely with IT teams to support onboarding, offboarding, and role changes.
•    Document configurations, SOPs, and contribute to the internal knowledge base.
•    Support continuous improvement initiatives related to platform performance and user experience.

REQUIRED QUALIFICATIONS AND EXPERIENCE

•    Bachelor’s degree in Information Technology or related field, or equivalent work experience.
•    At least 5 years of experience in ServiceNow administration or ITSM platform support.
•    Strong knowledge of ServiceNow ITSM modules, workflows, and reporting.
•    Experience developing on the ServiceNow platform: scripting, API usage, integrations, and custom app development[EC3.1]
•    Excellent troubleshooting, documentation, and communication skills.
•    Ability to work independently and manage multiple priorities in a remote team environment.

PREFERRED QUALIFICATIONS
•    ServiceNow System Administrator certification.
•    ServiceNow System Developer certification.
•    ITIL Foundation certification.
•    Experience building complex workflows, multi-step integrations, and custom applications[EC4.1]
•    Experience with scripting (JavaScript, PowerShell) or automation tools.
•    Exposure to integrations with other enterprise systems.
•    Experience in healthcare, finance, or other regulated industries.

KEY SKILLS
•    Advanced troubleshooting in ServiceNow.
•    Platform configuration, scripting, change management and custom application development.
•    Workflow design and automation.[EC5.1]
•    Identity and access management.
•    Strong documentation and organizational skills.
•    Excellent customer service and interpersonal communication.