{"id":2914025,"url":"https://alion.io/job/genesys-platform-administrator-servicenow","title":"Platform Administrator, ServiceNow","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":25,"ghost_share":0,"stale_share":0.36,"repost_share":0.12,"time_to_fill_p50_days":21,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brazil"],"countries":["BR"],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-08-27T00:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-10-23T05:44:33Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":58},"description":"Be the one building AI-powered experiences where they matter most.\nAt 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.\nHelp 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.\nServiceNow Administrator\nBrazil\nRole Overview:\nThe 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.\nKey Responsibilities:\nAdminister and maintain ServiceNow users, groups, roles, ACLs, access controls, system properties, and other core platform configurations.\n\nConfigure and maintain forms, lists, views, UI Policies, Data Policies, Business Rules, notifications, assignment rules, and other standard platform capabilities.\n\nCreate, configure, and maintain Service Catalog items, Record Producers, variables, approvals, and related request fulfillment configurations.\n\nSupport core ServiceNow capabilities, including ITSM, Employee Center, Knowledge Management, Service Catalog, and related platform services.\n\nMonitor platform health, scheduled jobs, integrations, system logs, failed transactions, email processing, and other operational indicators, identifying and escalating issues as needed.\n\nTroubleshoot platform incidents and configuration issues and collaborate with Engineers when advanced development or technical remediation is required.\n\nCreate and maintain operational reports, dashboards, scheduled reports, and platform metrics.\n\nMonitor platform data quality and support remediation of duplicate, incomplete, obsolete, or inconsistent records.\n\nSupport ServiceNow upgrades, patches, clones, releases, regression testing, and post-deployment validation activities.\n\nPerform configuration and administrative changes following established SDLC, change management, testing, and release processes.\n\nMaintain platform documentation, configuration records, administrative procedures, knowledge articles, and operational runbooks.\n\nSupport basic Flow Designer automations and workflow configurations following established engineering and architecture standards.\n\nPartner with Engineers and Architects to follow ServiceNow best practices, maximize out-of-the-box capabilities, and minimize unnecessary customization and technical debt.\n\nEnsure platform administration activities comply with security, access management, audit, governance, and enterprise standards.\n\nSupport users and stakeholders by providing platform guidance, troubleshooting assistance, and knowledge transfer.\n\nStay current with ServiceNow releases, platform capabilities, administration best practices, and opportunities for continuous improvement.\n\nGain exposure to additional ServiceNow AI capabilities, including AI Agents, AI Search, intelligent automation, and other platform AI features.\n\nRequired Qualifications:\nAt least 2 years of hands-on ServiceNow administration experience.\n\nGood understanding of ServiceNow platform administration, including users, groups, roles, ACLs, forms, lists, notifications, and platform configuration.\n\nHands-on experience with Service Catalog configuration, including Catalog Items, Record Producers, variables, and approvals.\n\nExperience configuring standard ServiceNow capabilities such as UI Policies, Data Policies, Business Rules, and notifications.\n\nWorking knowledge of JavaScript and ServiceNow scripting sufficient to troubleshoot and maintain standard platform configurations.\n\nExperience troubleshooting ServiceNow incidents and configuration issues.\n\nUnderstanding of core ITSM processes, including Incident, Request, Problem, Change, Knowledge, and Service Catalog.\n\nAdvanced to fluent English, as the role requires daily collaboration with global teams and stakeholders.\n\nPreferred Qualifications:\nExperience with ServiceNow reports, dashboards, testing, releases, or platform upgrades.\n\nFamiliarity with Agile and SDLC delivery processes.\n\nServiceNow Certified System Administrator (CSA) certification.\n\nITIL Foundation 4 or ITIL 5 certification.\n\nWorking at Genesys\nAI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.\nA flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.\nGet notified about relevant opportunities.\nBe the one building what's next - where AI, experience and impact come together.\nEmployee Referral\nIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.\nAbout Genesys:\nGenesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.\nReasonable Accommodations:\nIf you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us .\nYou can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.\nThis email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.\nGenesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.\nPlease note that recruiters will never ask for sensitive personal or financial information during the application phase.","description_format":"text","description_chars":8673,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","AI Agents","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-20T10:19:56Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.202,"p_room":0.28,"age_days":58,"expected_fill_days":21,"reasons":["conf:24","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/genesys-platform-administrator-servicenow","json_url":"https://alion.io/job/genesys-platform-administrator-servicenow.json","meta":{"generated_at":"2026-10-24T21:24:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31423,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-platform-administrator-servicenow"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-platform-administrator-servicenow"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-platform-administrator-servicenow"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-platform-administrator-servicenow\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-platform-administrator-servicenow"}]}