About Visy:
Visy is a family-owned Australian business and a global leader in sustainable packaging, recycling, and logistics. The company operates across 150 sites globally, including Asia, Europe, and the USA, with a workforce of over 7,000 employees. Visy is the largest manufacturer of food and beverage packaging in Australia and New Zealand, producing packaging made from household recycling. As Australia’s largest recycler, Visy processes 40% of household recycling. The organization also provides logistics, packaging supplies, and point-of-sale solutions. Visy India, based in Hyderabad, is expanding its technology capabilities to support global operations.

Role Overview:
The ServiceNow Administrator will be responsible for administering, supporting, and enhancing the ServiceNow platform, primarily across ITSM and IT Asset Management modules. The role requires strong hands-on experience in configuration, scripting, CMDB management, Discovery, integrations, and platform upgrades.

Primary Responsibilities:

• Administer and support ServiceNow ITSM modules including Incident, Problem, Change, Service Catalog, and Knowledge Management
• Implement and maintain Hardware Asset Management (HAM) and Software Asset Management (SAM) processes ensuring compliance and lifecycle tracking
• Manage and enhance the CMDB, ensuring accurate configuration item (CI) relationships and data integrity
• Configure and troubleshoot ServiceNow Discovery and Service Mapping for automated asset detection and infrastructure mapping
• Develop and manage API integrations between ServiceNow and enterprise systems such as Active Directory, Microsoft 365, SCCM, and Microsoft Endpoint Management (Intune)
• Configure workflows, automation, UI policies, business rules, and Flow Designer processes to improve service management and asset tracking
• Troubleshoot and resolve platform issues, escalating where necessary
• Manage user roles, permissions, and access controls (ACLs) to maintain security and compliance
• Stay updated with ServiceNow platform releases, best practices, and security updates
• Plan and manage ServiceNow upgrades including reviewing release notes, coordinating testing with stakeholders, presenting beneficial new features, and executing upgrades with minimal business disruption
• Collaborate with other IT teams to resolve technical issues
• Ensure user issues are resolved within defined SLAs and performance metrics

Experience & Qualifications (Mandatory):

• Bachelor’s degree in Information Technology or related field
• Experience handling critical incidents and high-priority issues
• Strong administrative experience with the ability to prioritize workload based on business needs
• Ability to work under pressure in a fast-paced environment
• Minimum 4+ years of experience administering and supporting ServiceNow ITSM modules
• Strong understanding of IT Asset Management (ITAM), including HAM and SAM best practices
• Experience managing ServiceNow CMDB and Discovery, including troubleshooting probes and patterns
• Minimum 4+ years of hands-on experience in ServiceNow scripting including JavaScript, Glide API, Flow Designer, Business Rules, and UI Policies
• Proven experience with REST API integrations
• Knowledge of software license compliance, contract management, and IT asset lifecycle management
• Familiarity with ITIL framework and IT Service Management principles
• Strong analytical and problem-solving skills

Key Technical Skills:

• ServiceNow (ITSM, CMDB, Discovery, ITAM, HAM, SAM)
• JavaScript, Glide API, Flow Designer
• REST API Integration
• Web technologies including JavaScript, XML, HTML, HTTP, CSS
• Strong communication and stakeholder collaboration skills
• Ability to work with both technical and non-technical teams
• ServiceNow certifications such as Certified System Administrator (CSA), ITSM, ITAM, CMDB, or Discovery certifications are highly desirable