Sr. Application Administrator – ServiceNow

Transforming IT and Business Workflow Productivity

As a key member of the DFA team, you will play a crucial role in evolving our ServiceNow implementation to maximize its effectiveness. This includes helping to drive IT and business workflow productivity and accuracy by transforming the IT lead team's process desires into a practical reality.

Job Duties and Responsibilities:

• Administer the ServiceNow platform to align with IT policies, processes, and procedures with an emphasis on ITIL.
• Resolve incidents and fulfill service catalog requests assigned to the ServiceNow support team.
• Perform user, group, role, category, and other administrative tasks.
• Understand DFA's IT and other business processes and make recommendations on how they can be incorporated into current or future ServiceNow modules to enhance process effectiveness and simplicity.
• Make recommendations for the ServiceNow enhancement roadmap based on your understanding of the platform.
• Review ServiceNow usage and identify improvement opportunities that would lead to increased usage and effectiveness of the product set.
• Lead new module implementations through design, build, and launch phases.
• Maintain the ServiceNow instance and ensure compliance by performing regular version updates.
• Establish service health monitoring and response plans and ensure function availability.
• Manage subscription licensing and project future needs.
• Establish a data ownership charter and ensure that all tables/items have clear data management assignments.
• Oversee ServiceNow system and data security and ensure compliance with DFA Security standards.
• Maximize opportunities for user or advanced user self-service through the establishment of policies and the distribution of techniques such as flow designer.
• Establish communication and data transfer integrations with other systems of record needed to keep the ServiceNow data relevant and accurate.
• Provide occasional on-call support of systems outside of regular business hours.
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

Requirements:

Minimum Requirements:

Education and Experience:

• Bachelor's degree in Information Technology or related field (or equivalent combination of education and experience).
• 8 or more years of relevant work experience.
• Experience in development, design, and implementation of ServiceNow environments and ServiceNow Admin.
• Experience using a variety of abstract datasets/structures to produce user-friendly analytics and data visualization.
• Experience with Service Catalog, creating items, and workflows, including Order Guides.
• Experience with service portal development and administration including familiarity with CSS, HTML, JavaScript.
• Experience with Workflow & Flow Designer.
• Experience with integrations using external technologies via API (SOAP, REST).
• Experience with mobile agent configuration & development preferred.
• Certification and/or License – ITIL; ServiceNow preferred.

Knowledge, Skills and Abilities:

• Knowledge of JavaScript, HTML, CSS, XML, and other web-based programming.
• Knowledge of ITIL foundation concepts.
• Skills with ITOM: Discovery, Service Mapping, Event Mgt, CMDB, CI lifecycle.
• Skills with ITBM: Project Portfolio mgt, Demand mgt, Resource Mgt, Agile.
• Knowledge of working with ServiceNow customer support.
• Knowledge of Instance Security Center.
• Able to lead cross-functional teams consisting of IT and business participants to define and accomplish desired outcomes.
• Able to identify proposed change impacts on multiple ServiceNow modules.
• Able to translate technical functions and approaches to a business audience.
• Able to lead and execute ServiceNow platform version updates.
• Able to identify and troubleshoot complex problems, take appropriate steps to find solutions, and make and implement recommendations.
• Must be able to read, write and speak English.

Equal Opportunity Employer