ServiceNow Support Administrator

About Ulteig

Ulteig is a purpose-driven organization that has built a culture focused on people—both clients and employees—for over 80 years. Working with Ulteig is more than a job; it means you will have the opportunity to make a difference by creating and solving for a sustainable future. A huge part of the company’s success has relied heavily on the dedication and focus of its workforce, which is why Ulteig makes investing in its employees a top priority. Ulteig’s mission is to connect people and resources to develop compelling, integrated solutions across multiple Lifeline Sectors®, including power, renewables, transportation, and water.

About Maxima Consulting

Maxima Consulting Inc. is a global consulting firm renowned for delivering its innovative workforce and technology solutions to leading companies in various industries. Dedicated to driving sustainable growth in Costa Rica, Maxima Consulting aims to build a people-centric, client-focused, and progress-driven team of engineering professionals to support Ulteig in transforming our world’s critical infrastructure.

Position Overview

The ServiceNow Support Administrator owns the day-to-day health, configuration, and continuous improvement of our ServiceNow platform (currently ITSM, CSM, and HRSD). Acting as both technical steward and partner guiding future development of our modules. This role is responsible for keeping the platform performant, secure, and aligned to best practices. They would champion, and contribute to, our roadmap that scales workflow automation and digital-service excellence across the enterprise.

What You'll Do

• Administer and maintain the ServiceNow platform, monitoring all instances performance, logs, integrations, and licensing; execute patches and bi-annual upgrades with zero-defect mindset. Provide day-to-day administration and user support within the ServiceNow platform

• (After hours administration will be required for upgrades & emergency break-fix)

• Own platform configuration, implementation, and ongoing maintenance—role-based access, business rules, Flow Designer workflows, ACLs, notifications, integrations, scripts, and automation

• Maintain role-based access controls and data integrity; support audits and ensure alignment with company policies and applicable security standards (e.g., ISO 27001, SOC 2 Type 2, NIST, NERC CIP)

• Log and manage ServiceNow support cases, evaluate Store apps, and stay current with the ServiceNow Release Preview Program; leverage the community to accelerate solutions

• Serve as the subject-matter expert for both out-of-the-box and custom ServiceNow applications, guiding business stakeholders on best-practice solution design.

• Curate a backlog of enterprise-ready enhancement ideas in partnership with Digital Analysts and Product Managers; size effort, impact, and ROI for committee review

• Enforce coding standards, naming conventions, and automated testing; establish peer-review and Dev→Test→Prod promotion workflows

• Integrate ServiceNow with external service providers/APIs to drive operational efficiency and real-time data exchange.

• Configure and customize ServiceNow modules to meet business requirements

• Keep business partners informed with instructions regarding current or new functionalities

• Create, maintain, and adhere to documentation for ServiceNow processes, configurations, and SOPs

• Collaborate with other Technology teams and operating business to integrate ServiceNow with other systems and applications

• Troubleshoot functional system problems reported by end users and provide answers and solutions. Assess and suggest effective and more efficient ways to accomplish tasks or to improve client experience.

• Support and enhance a wide range of ServiceNow modules including: ITSM, CSM, HRSD, CMDB

• Participate in the design, deployment, and continuous improvement of ServiceNow workflows and solutions

• Coordinate with third-party vendors as needed and support project planning documentation

• Establishes and maintains effective working relationships internally and externally.

• Often exercises discretion and judgment as related to the performance of duties and responsibilities.

What We Expect from You

• A bachelor’s degree in business, technology, engineering, or related field is desired.

• 5+ years of hands-on ServiceNow experience in administration or development across multiple modules.

• ServiceNow Certified System Administrator Certification—CSA (preferred)

• ServiceNow Certified Application Developer Certification—CAD (preferred)

• Broad exposure to multiple ServiceNow modules (ITSM, SAM, CSM, HRSD preferred)

• Proficiency in customizing and configuring ServiceNow modules (e.g., Incident, Problem, Change Management)

• Strong grasp of ITIL best practices; proven ability to customize, integrate, and govern ServiceNow in medium-to-large enterprises (incidents, problems, changes, Virtual Agent, automations, external integrations)

• Ability to apply analytical skills in the development and review of business cases for technology requests

• Excellent written, verbal, and interpersonal communication skills

• Demonstrated priority and time management skills

• Ability to work independently and take initiative without constant oversight

• Clear communicator who can ask the right questions and offer recommendations

• Critical thinker with a solution-focused approach

• Excellent relationship building

• Experience with system integrations and cross-functional collaboration

• Comfortable in a hybrid work environment with at least three days per week onsite

• Strong knowledge of ITIL processes and best practices

• Experience creating architecture and process flow diagrams and documentation.

Benefits

• Competitive salary based on your experience.

• Support for attaining professional accreditation in Costa Rica and the USA

• Wellbeing mental health package.

• Flexible work schedule and remote work options.

Recruitment process flow

Join our team and become a part of an innovative company redefining excellence in service delivery. If you’re an accomplished engineer we encourage you to apply now by submitting your resume that should highlight your engineering achievements and leadership vision.

We respect your time and effort, so our recruitment process is as short and convenient as possible. Our recruiters are committed to keeping you in the loop and will happily answer your questions to help you prepare or clarify our expectations.