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The ServiceNow Business Administrator is accountable for the day-to-day administration, configuration, and continuous improvement of the ServiceNow platform. This role begins with Customer Service Management (CSM) and evolves to include IT Service Management (ITSM) as capabilities expand.

This hands-on, business-facing role operates as a critical link between business stakeholders and technical ServiceNow teams, ensuring the platform remains aligned with operational workflows and delivers an exceptional customer experience. The role plays a key part in driving adoption, enabling users, and fostering a culture of continuous improvement through training, governance, and process alignment.

Duties & Responsibilities

1. ServiceNow Administration and Training (CSM & ITSM)

• Coordinate and execute enterprise-wide ServiceNow training programs, including scheduling, communications, logistics, and attendance tracking across multiple teams and time zones.
• Support a scalable, collaborative train-the-trainer (TTT) model by enabling trainers, maintaining trainer networks, and ensuring readiness prior to end-user rollouts.
• Partner with process owners, SMEs, and leadership to align training delivery with release schedules, operational priorities, and go-live milestones in an agile environment.
• Maintain role-based training plans, curricula, and user segmentation to ensure tailored learning experiences across agents, managers, and administrators.
• Track, analyze, and report on training completion, engagement, and readiness metrics to support adoption, accountability, and informed go-live decisions.
• Coordinate access to training environments, ensuring users have appropriate roles, visibility, and system readiness for hands-on learning.
• Facilitate clear, consistent communication between trainers, stakeholders, and project teams to ensure alignment and high-quality delivery.
• Collect and synthesize feedback to continuously improve training content, delivery methods, and user experience.
• Drive ongoing adoption through refresher training, onboarding programs, and updates aligned to platform enhancements and evolving business needs.

2. Process Alignment and Operational Effectiveness

• Collaborate with business process owners to translate operational requirements into effective, scalable ServiceNow configurations.
• Ensure case, incident, and request lifecycles accurately reflect real-world workflows, escalation paths, and customer-centric service delivery.
• Identify opportunities for improvement, proactively recommending innovative solutions to enhance efficiency and platform usability.
• Promote standardization, consistency, and best practices across teams to support operational excellence and service reliability.

3. Governance, Change, and Release Support

• Participate in intake, prioritization, and coordination of ServiceNow enhancements and change requests, ensuring alignment with business priorities.
• Ensure all configuration changes adhere to established governance, documentation, and testing standards, reinforcing accountability and quality.
• Support platform releases and upgrades by validating business functionality and actively participating in user acceptance testing (UAT).
• Maintain comprehensive documentation to provide transparency and visibility into platform configurations and changes.

4. User Support and Enablement

• Serve as a trusted, customer-centric functional SME for ServiceNow CSM and ITSM users.
• Provide guidance and support on workflows, system usage, and reporting to ensure effective and consistent adoption.
• Develop and maintain user-focused training materials, including job aids, quick reference guides, and role-based resources aligned with system configurations.
• Act as an escalation point for business-related ServiceNow inquiries, fostering a responsive and supportive user experience.

Required Skills & Experience

• Bachelor’s degree in Business, Information Systems, Information Technology, or a related field, or equivalent combination of education and experience.
• Experience coordinating enterprise training programs, system rollouts, or user enablement initiatives within structured, fast-paced environments.
• Familiarity with train-the-trainer (TTT) models and scalable learning strategies that support broad organizational adoption.
• Strong organizational and project coordination skills, with the ability to manage competing priorities across multiple stakeholder groups.
• Proven ability to collaborate effectively with business leaders, SMEs, and technical teams in a highly collaborative and agile environment.
• Experience tracking and reporting on adoption metrics, including training completion, engagement, and readiness indicators.
• Excellent communication skills with the ability to deliver clear, concise, and audience-appropriate messaging.
• Detail-oriented and accountable, with the ability to manage multiple concurrent initiatives with minimal supervision.
• Experience supporting system adoption and change management efforts, including feedback collection and continuous improvement.
• Foundational understanding of ServiceNow CSM and/or ITSM, or comparable enterprise platforms.
• Experience operating within governance frameworks, including change management and release processes.

Preferred Skills & Experience

• Direct experience administering or supporting ServiceNow CSM and ITSM modules in a technology-driven organization.
• Experience supporting digital transformation initiatives within Utilities, Energy, or similarly regulated industries.
• Familiarity with ITIL or service management best practices.
• Experience developing role-based training content and facilitating end-user learning sessions.
• Demonstrated ability to drive user adoption and continuous improvement through innovative, customer-centric solutions.

Benefits Info:
This position also includes a competitive benefit package including; financial, social, health and wellbeing programs, paid vacation, 401k matching, employee stock purchase program, hybrid work schedule, and more!

Travel: 0-10%

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Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com