ServiceNow Platform Administrator

Job Description:

As a ServiceNow platform administrator, you will be responsible for helping our organization maximize the effectiveness of its ServiceNow implementation. This involves working with a high degree of autonomy to transform IT lead team processes into practical reality through the application of various IT and ServiceNow responsibilities.

Key Responsibilities:

• Administer the ServiceNow platform in alignment with IT policies, processes, and procedures, emphasizing ITIL best practices
• Resolve incidents and fulfill service catalog requests assigned to the ServiceNow support team
• Manage users, groups, roles, categories, and other related entities within the ServiceNow instance
• Collaborate with IT and business teams to understand existing processes and recommend ways to incorporate them into ServiceNow modules for improved effectiveness and simplicity
• Analyze the ServiceNow platform and provide recommendations for enhancements to the roadmap
• Review ServiceNow usage and identify opportunities for improvement leading to increased adoption and effectiveness
• Lead new module implementations through design, build, and launch phases
• Maintain the ServiceNow instance, ensuring compliance by performing regular version updates
• Establish service health monitoring and response plans to ensure availability
• Manage subscription licensing and project future needs
• Establish data ownership charters and ensure clear data management assignments for all tables/items
• Oversee ServiceNow system and data security, ensuring compliance with DFA Security standards
• Maximize user or advanced user self-service opportunities through policy establishment and techniques like flow designer distribution
• Establish communication and data transfer integrations with other systems of record to maintain accurate ServiceNow data
• Provide occasional on-call support for systems outside regular business hours

Requirements:

To succeed in this role, you must possess the following qualifications:

• Bachelor's degree in Information Technology or a related field (or an equivalent combination of education and experience)
• A minimum of 8 years of relevant work experience
• Experience in developing, designing, and implementing ServiceNow environments and administering ServiceNow
• Proficiency in using 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)
• Mobile agent configuration & development experience is preferred
• Certification in ITIL; ServiceNow certification is preferred

Benefits:

As a valued member of our team, you can expect:

• Knowledge of JavaScript, HTML, CSS, XML, and other web-based programming languages
• Familiarity with ITIL foundation concepts
• Skills in ITOM: Discovery, Service Mapping, Event Management, CMDB, CI lifecycle
• Skills in ITBM: Project Portfolio Management, Demand Management, Resource Management, Agile
• Knowledge of working with ServiceNow customer support
• Knowledge of Instance Security Center
• Ability to lead cross-functional teams consisting of IT and business participants to define and accomplish desired outcomes
• Ability to identify proposed change impacts on multiple ServiceNow modules
• Ability to translate technical functions and approaches to a business audience
• Ability to lead and execute ServiceNow platform version updates
• Ability to identify and troubleshoot complex problems, take appropriate steps to find solutions, and make and implement recommendations
• Fluency in English (reading, writing, speaking)

An equal opportunity employer