Job Description

Job Description

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Enterprise Platform Administrator / Consultant – ServiceNow & Salesforce

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Position Overview

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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.

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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.

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Key Responsibilities

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ServiceNow Administration & Configuration

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- Administer and configure ServiceNow instances, including tables, forms, lists, roles, groups, ACLs, notifications, and scoped applications.n
- Configure and support ITSM processes including:n
- Incident Managementn
- Problem Managementn
- Change Enablementn
- Request Fulfilmentn
- Service Level Managementn
- Work with the CMDB and Common Service Data Model to maintain service-aware processes.n
- Configure UI and data policies, client scripts, business rules, notifications, and other platform components.n
- Develop and maintain ServiceNow applications using Studio and App Engine Studio.n
- Build workflows and automations using Flow Designer and IntegrationHub.n
- Configure Service Catalog items, record producers, approvals, and Virtual Agent topics.n
- Develop and troubleshoot server-side scripts using GlideRecord and related ServiceNow APIs.n
- Create and consume REST APIs and work with Import Sets and Transform Maps.n

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Salesforce Administration & Development

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- Configure Salesforce objects, fields, record pages, relationships, profiles, permission sets, sharing rules, and field-level security.n
- Design scalable Salesforce data models using lookup, master-detail, and junction relationships.n
- Build business automation using Salesforce Flow Builder.n
- Configure validation rules, duplicate management, approval processes, reports, and dashboards.n
- Develop Apex classes, triggers, and automation where declarative capabilities are insufficient.n
- Write efficient SOQL queries and bulk-protected DML operations.n
- Develop and maintain Lightning Web Components.n
- Implement appropriate unit testing and asynchronous processing.n

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Integration & Data Synchronisation

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- Design and implement integrations between ServiceNow and Salesforce.n
- Work with authenticated APIs, OAuth 2.0, named credentials, callouts, and platform events.n
- Design canonical data models and appropriate integration patterns.n
- Configure and support middleware/orchestration solutions such as n8n or MuleSoft.n
- Design conflict-safe data synchronisation, including duplicate, retry, loop, and failure handling.n
- Monitor integrations and troubleshoot data and API issues.n

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Governance, Testing & Release Management

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- Follow platform governance and enterprise architecture standards.n
- Manage platform changes across development, testing, and production environments.n
- Work with ServiceNow Update Sets and Salesforce Change Sets/packages.n
- Develop and execute automated and unit tests.n
- Support release pipelines and controlled deployment processes.n
- Maintain technical documentation, configuration records, integration documentation, and solution designs.n
- Participate in design reviews and platform governance forums.n
- Consider licensing, platform cost, maintainability, security, and upgrade impact when proposing solutions.n

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Required Skills & Experience

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- Hands-on experience with ServiceNow administration/configuration.n
- Hands-on experience with Salesforce administration/configuration.n
- Strong understanding of ITIL 4 and ITSM concepts.n
- Understanding of CRM processes and enterprise customer operations.n
- Experience with ServiceNow:n
- Tables and formsn
- Roles and ACLsn
- Flow Designern
- Service Catalogn
- Business Rulesn
- Client Scriptsn
- GlideRecordn
- IntegrationHubn
- REST APIsn
- Import Sets / Transform Mapsn
- CMDBn
- Experience with Salesforce:n
- Objects and data modellingn
- Profiles and Permission Setsn
- Sharing and securityn
- Flow Buildern
- Apexn
- SOQLn
- Triggersn
- Lightning Web Componentsn
- Understanding of REST APIs, JSON, authentication, and integration patterns.n
- Experience with Git and version-control practices.n
- Experience using tools such as Postman and Visual Studio Code.n
- Ability to analyse business requirements and translate them into platform solutions.n
- Strong troubleshooting, documentation,



and stakeholder communication skills.n

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Preferred / Good-to-Have Skills

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- ServiceNow Certified System Administrator or relevant ServiceNow certification.n
- Salesforce Administrator certification and/or Salesforce Platform Developer certification.n
- Experience with ServiceNow App Engine Studio.n
- Experience with Salesforce CLI.n
- Experience with GitHub Actions or CI/CD pipelines.n
- Experience with MuleSoft Anypoint Platform or n8n.n
- Knowledge of Common Service Data Model (CSDM).n
- Experience designing cross-platform integrations.n
- Familiarity with automated testing and enterprise release management.n
- Basic JavaScript or Python knowledge.n

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Educational Qualification

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- Bachelor's degree or equivalent qualification in Computer Science, Information Technology, Engineering, Business Systems, or a related discipline.n
- Relevant professional certifications in ServiceNow, Salesforce, ITIL, or enterprise platforms are an advantage.n

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Key Competencies

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- Enterprise platform thinkingn
- ITSM and CRM process understandingn
- Platform configuration and administrationn
- Workflow and process automationn
- Scripting and application developmentn
- API and systems integrationn
- Data modelling and securityn
- Troubleshooting and root-cause analysisn
- Testing and quality assurancen
- Release and change managementn
- Technical documentationn
- Stakeholder and business communicationn

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Typical Deliverables

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- Configured ServiceNow and Salesforce platform componentsn
- ITSM workflows and automationn
- Salesforce flows and business automationn
- Scripts, Apex, and Lightning Web Componentsn
- ServiceNow–Salesforce integrationsn
- Data synchronisation mechanismsn
- Test cases and automated testsn
- Technical and configuration documentationn
- Deployment packages and release documentationn
- Platform governance and support documentationn

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Success Profile

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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.

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This role is particularly suited to professionals working as Platform Administrators, Enterprise Consultants, ServiceNow Administrators, Salesforce Administrators, Platform Developers, or Cross-Platform Technology Consultants.

📌 Enterprise Platform Administrator / Consultant - ServiceNow & Salesforce (Tamil Nadu)
🏢 TECEZE
📍 Tamil Nadu