Job Description
Enterprise Platform Administrator / Consultant – ServiceNow & Salesforce
Position Overview
We are looking for an Enterprise Platform Administrator / Consultant with hands-on knowledge of ServiceNow and Salesforce to configure, administer, automate, integrate, and continuously improve enterprise service management and customer operations platforms.
The successful candidate will work across both platforms, translating business requirements into scalable configurations, workflows, integrations, and governed platform solutions. The role requires a strong understanding of IT Service Management (ITSM), CRM, platform administration, automation, scripting, data security, integration, testing, and release management .
Key Responsibilities
ServiceNow Administration & Configuration
- Administer and configure ServiceNow instances, including tables, forms, lists, roles, groups, ACLs, notifications, and scoped applications.
- Configure and support ITSM processes including:
- Incident Management
- Problem Management
- Change Enablement
- Request Fulfilment
- Service Level Management
- Work with the CMDB and Common Service Data Model to maintain service-aware processes.
- Configure UI and data policies, client scripts, business rules, notifications, and other platform components.
- Develop and maintain ServiceNow applications using Studio and App Engine Studio.
- Build workflows and automations using Flow Designer and IntegrationHub.
- Configure Service Catalog items, record producers, approvals, and Virtual Agent topics.
- Develop and troubleshoot server-side scripts using GlideRecord and related ServiceNow APIs.
- Create and consume REST APIs and work with Import Sets and Transform Maps.
Salesforce Administration & Development
- Configure Salesforce objects, fields, record pages, relationships, profiles, permission sets, sharing rules, and field-level security.
- Design scalable Salesforce data models using lookup, master-detail, and junction relationships.
- Build business automation using Salesforce Flow Builder.
- Configure validation rules, duplicate management, approval processes, reports, and dashboards.
- Develop Apex classes, triggers, and automation where declarative capabilities are insufficient.
- Write efficient SOQL queries and bulk-safe DML operations.
- Develop and maintain Lightning Web Components.
- Implement appropriate unit testing and asynchronous processing.
Integration & Data Synchronisation
- Design and implement integrations between ServiceNow and Salesforce.
- Work with authenticated APIs, OAuth 2.0, named credentials, callouts, and platform events.
- Design canonical data models and appropriate integration patterns.
- Configure and support middleware/orchestration solutions such as n8n or MuleSoft .
- Design conflict-safe data synchronisation, including duplicate, retry, loop, and failure handling.
- Monitor integrations and troubleshoot data and API issues.
Governance, Testing & Release Management
- Follow platform governance and enterprise architecture standards.
- Manage platform changes across development, testing, and production environments.
- Work with ServiceNow Update Sets and Salesforce Change Sets/packages.
- Develop and execute automated and unit tests.
- Support release pipelines and controlled deployment processes.
- Maintain technical documentation, configuration records, integration documentation, and solution designs.
- Participate in design reviews and platform governance forums.
- Consider licensing, platform cost, maintainability, security, and upgrade impact when proposing solutions.
Required Skills & Experience
- Hands-on experience with ServiceNow administration/configuration .
- Hands-on experience with Salesforce administration/configuration .
- Strong understanding of ITIL 4 and ITSM concepts .
- Understanding of CRM processes and enterprise customer operations.
- Experience with ServiceNow:
- Tables and forms
- Roles and ACLs
- Flow Designer
- Service Catalog
- Business Rules
- Client Scripts
- GlideRecord
- IntegrationHub
- REST APIs
- Import Sets / Transform Maps
- CMDB
- Experience with Salesforce:
- Objects and data modelling
- Profiles and Permission Sets
- Sharing and security
- Flow Builder
- Apex
- SOQL
- Triggers
- Lightning Web Components
- Understanding of REST APIs, JSON, authentication, and integration patterns.
- Experience with Git and version-control practices.
- Experience using tools such as Postman and Visual Studio Code .
- Ability to analyse business requirements and translate them into platform solutions.
- Strong troubleshooting, documentation, and stakeholder communication skills.
Preferred / Good-to-Have Skills
- ServiceNow Certified System Administrator or relevant ServiceNow certification.
- Salesforce Administrator certification and/or Salesforce Platform Developer certification.
- Experience with ServiceNow App Engine Studio.
- Experience with Salesforce CLI.
- Experience with GitHub Actions or CI/CD pipelines.
- Experience with MuleSoft Anypoint Platform or n8n.
- Knowledge of Common Service Data Model (CSDM).
- Experience designing cross-platform integrations.
- Familiarity with automated testing and enterprise release management.
- Basic JavaScript or Python knowledge.
Educational Qualification
- Bachelor's degree or equivalent qualification in Computer Science, Information Technology, Engineering, Business Systems, or a related discipline.
- Relevant professional certifications in ServiceNow, Salesforce, ITIL, or enterprise platforms are an advantage.
Key Competencies
- Enterprise platform thinking
- ITSM and CRM process understanding
- Platform configuration and administration
- Workflow and process automation
- Scripting and application development
- API and systems integration
- Data modelling and security
- Troubleshooting and root-cause analysis
- Testing and quality assurance
- Release and change management
- Technical documentation
- Stakeholder and business communication
Typical Deliverables
- Configured ServiceNow and Salesforce platform components
- ITSM workflows and automation
- Salesforce flows and business automation
- Scripts, Apex, and Lightning Web Components
- ServiceNow–Salesforce integrations
- Data synchronisation mechanisms
- Test cases and automated tests
- Technical and configuration documentation
- Deployment packages and release documentation
- Platform governance and support documentation
Success Profile
The ideal candidate is comfortable working between business processes and technology . They should be able to understand a business requirement, determine which platform should own the process or data, configure the solution where possible, develop code where necessary, integrate systems safely, test the result, and deploy it through a controlled release process.
This role is particularly suited to professionals working as Platform Administrators, Enterprise Consultants, ServiceNow Administrators, Salesforce Administrators, Platform Developers, or Cross-Platform Technology Consultants .