ServiceNow System Administrator at International Rescue Committee

ServiceNow System Administrator at International Rescue Committee – International Rescue Committee Kenya Job Details

About the Role

The International Rescue Committee is recruiting a ServiceNow System Administrator for its Nairobi office. This is a full-time position supporting the day-to-day administration, configuration, and maintenance of the organisation’s ServiceNow platform. You will work under the technical mentorship of a Senior System Administrator, handling both routine support tasks and platform enhancements that improve service delivery across the IRC’s IT operations.

This role bridges end-user support and platform administration. You will manage ServiceNow configurations, respond to user incidents and requests, test system releases, and collaborate with IT teams and business stakeholders to gather requirements and drive continuous improvement. IT jobs in Nairobi demand someone who can balance user support with technical problem-solving—this position offers exactly that blend.

Key Responsibilities

• Deliver Tier 1 and Tier 2 support for ServiceNow incidents, access requests, reporting issues, catalog items, and configuration problems; escalate complex technical or scripting matters to the Senior System Administrator.
• Manage core platform administration tasks including user creation and maintenance, group management, role assignments, form configuration, list and table setup, report and dashboard creation, and notification management.
• Configure and sustain ServiceNow across core modules—Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management—ensuring modules align with organisational workflows.
• Support the design and enhancement of catalog items, record producers, workflows, approval chains, forms, reports, dashboards, and automations using ServiceNow configuration tools and Flow Designer.
• Assist with ServiceNow scripting and customisations including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, scheduled jobs, and automated notifications under senior guidance.
• Support integration testing, maintenance, and troubleshooting of ServiceNow connections to other enterprise systems using approved methods such as REST/SOAP APIs and IntegrationHub.
• Participate in quality assurance, regression testing, release validation, and user acceptance testing by developing test cases, documenting results, logging defects, and supporting stakeholder testing activities.
• Develop and maintain technical documentation, configuration guides, user manuals, admin guides, training materials, and Knowledge Base articles to support platform operations and user adoption.

Requirements & Qualifications

• Bachelor’s degree in computer science, information systems, or a related field, or equivalent professional IT experience.
• Minimum three years of hands-on ServiceNow administration experience.
• ServiceNow Certified System Administrator certification (required).
• Demonstrated experience supporting core ServiceNow modules including Incident, Problem, Change, Service Catalog, Request Management, and Knowledge Management.
• Practical experience with user administration, group management, role assignments, access provisioning, and basic security administration within ServiceNow.
• Proficiency configuring and maintaining ServiceNow forms, lists, tables, catalog items, record producers, reports, dashboards, workflows, and notifications.
• Basic to intermediate JavaScript knowledge applicable to ServiceNow, including familiarity with Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and scheduled jobs.
• Proven ability in testing, release validation, technical documentation, and end-user training delivery.

What to Expect

• You will report to the Associate Director of Business Systems within IT and receive direct mentorship from the Senior System Administrator, supporting your professional development in ServiceNow administration.
• Daily collaboration with IT teams, internal ServiceNow users, business stakeholders, and product owners to resolve issues, gather requirements, and improve platform usability.
• Involvement in system upgrades, patch releases, and quarterly training sessions alongside participation in agile delivery processes and progress communication with stakeholders.
• The ServiceNow System Administrator at International Rescue Committee position in Nairobi is open to qualified candidates. Click Apply below to submit your application.