Sr. ServiceNow Administrator

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action.

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S.

As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.

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The Sr ServiceNow Administrator is an experienced individual contributor responsible for the day-to-day administration, configuration, support, and continuous improvement of the ServiceNow platform in support of customer experience operations and enterprise workflow automation. This role applies strong functional and technical knowledge of the platform to maintain core ServiceNow capabilities, deliver well-scoped enhancements, improve process efficiency, and ensure stable and secure platform operations across multiple business workflows. The Sr ServiceNow Administrator works with moderate to high independence on complex support and configuration issues, partners with business and technical stakeholders to translate operational needs into practical platform solutions, and contributes to the adoption of governance standards, release discipline, and data quality practices. This role helps improve service delivery, self-service, reporting visibility, and user experience through effective administration of the ServiceNow AI Platform while ensuring alignment with operational priorities, compliance expectations, and overall broader Customer Experience objectives. Essential Duties & Responsibilities

Platform Administration & Operations

• Administer the ServiceNow AI Platform platform by configuring and maintaining tables, forms, fields, views, notifications, knowledge content, service portals, and user access to support customer experience and enterprise service workflows.

• Provide guidance to less experienced administrators, analysts, or business users by sharing platform knowledge, reviewing configurations, and reinforcing sound ServiceNow practices.

• Follow established platform administration standards by applying consistent naming conventions, testing discipline, documentation practices, and change control procedures.

• Monitor platform performance and adoption by reviewing incidents, integration failures, scheduled jobs, user feedback, and workflow trends to identify issues and recommend improvements.

• Develop dashboards, reports, and operational metrics by organizing service data and platform information into useful views that support decision-making, workflow management, and service performance monitoring.

SDLC, Change & Release Management

• Support continuous improvement efforts by identifying opportunities to expand self-service, simplify workflows, reduce manual work, and improve the overall user experience in ServiceNow.

• Document platform configurations, procedures, support processes, testing evidence, rollback plans, release notes, and enhancement details to improve maintainability, audit readiness, and knowledge transfer.

• Participate in upgrades, patches, clone activities, and release changes by evaluating impacts, executing testing, documenting issues, and supporting production readiness and post-release stabilization.

• Partner with stakeholders across Customer Experience organization (CX), operations, engineering, and enterprise technology by gathering requirements, clarifying process needs, and translating business requests into practical ServiceNow enhancements.

Configuration, Development & Workflow Automation

• Configure and support core service management processes by maintaining Case, Incident, Request, Problem, Change, Knowledge, and related workflows using standard ServiceNow administration practices.

• Build and enhance workflow automation by using Flow Designer, business rules, UI policies, client scripts, and other platform capabilities to reduce manual effort and improve process consistency.

• Support Service Catalog and request fulfillment capabilities by creating and maintaining catalog items, record producers, variables, approvals, task routing, and associated request workflows.

• Troubleshoot complex platform issues by analyzing configuration, scripts, integrations, logs, scheduled jobs, and data relationships to identify root causes and implement corrective actions.

Integrations & Data Management

• Contribute to CMDB-related administration by supporting configuration item data maintenance, reconciliation activities, and discovery-dependent workflows where applicable.

• Maintain data quality across platform records and configuration elements by monitoring accuracy, resolving inconsistencies, and supporting governance processes that improve the reliability of operational data.

• Maintain data access and retention policy adherence.

• Support integrations and data exchange by assisting with REST and API connections, import sets, transform maps, IntegrationHub actions, and related interface support activities.

Security, Compliance & Audit

• Maintain platform security and access configurations by administering roles, groups, ACLs, and approval paths in accordance with established governance, privacy, and control requirements.

• Maintain platform change log and ensure all configuration changes are traceable, tested, and auditable.

Recommended Experience & Education

Minimum Years of Experience
 5 years of related experience in ServiceNow administration, supporting one or more product areas for ITSM, CSM, HRSD, ITOM, or custom enterprise platforms, or 3 years with an advanced degree. 

Education Level
Bachelor’s degree in Information Systems, Computer Science, Business Technology, or a related field is preferred; equivalent practical experience may substitute for formal education.

Required

 ·  Strong knowledge of ServiceNow administration, including tables, forms, fields, roles, groups, notifications, update sets, and core platform configuration.       

·  Hands-on experience supporting ITSM/CSM capabilities such as Case, Incident, Request, Problem, Change, Knowledge, and Service Catalog administration.

·  Experience building and maintaining workflow automation using Flow Designer and standard ServiceNow platform capabilities.

·  Working knowledge of platform security concepts, including ACLs, role-based access, approval structures, and secure administrative practices.

·  Experience troubleshooting platform issues across configuration, integrations, scripts, data quality, and scheduled processes.

·  Working knowledge of REST APIs, import sets, transform maps, IntegrationHub, and common enterprise integration patterns.

·  Experience building reports, dashboards, SLA-related metrics, and operational performance views within ServiceNow.

·  Strong analytical, documentation, communication, and stakeholder partnership skills with the ability to manage competing priorities effectively.        

Preferred

·       ServiceNow Certified System Administrator certification.

·  Additional ServiceNow certifications in areas such as ITSM, Application Development, or Implementation Specializations.

·  Experience supporting CMDB, MID server, discovery-related data, asset-related records, or configuration governance practices.

·  Working knowledge of JavaScript, Glide concepts, or scripting used to support advanced ServiceNow administration.

·  Experience in SaaS, fintech, banking technology, customer support, or regulated operating environments.

·  Familiarity with ITIL and SDLC practices, audit support, release management, or compliance-oriented control environments.     

The salary range for this position is: $131,000 - $145,000Cool Things to Know

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

The Important Stuff

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages.

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