Position Summary

This position is responsible for supporting an expanding ServiceNow environment encompassing IT Service Management, Operations Management, Security Operations and Business Applications. The role focuses on enhancing existing applications and performing day to day support and maintenance.

Responsibilities

•                     General support, administration and maintenance of ServiceNow platform and associated applications

•                     Work closely with the ServiceNow functional team and external development partners to build requested items and tasks using workflows to manage processes

•                     Configure and improve core and custom applications

•                     Work directly with internal customers to resolve support issues within established service levels

•                     Configure and maintain Business Rules, UI Policies, UI Actions, Client Scripts and ACLs

•                     Configure and maintain Notifications, UI pages, UI Macros, Script Includes and Formatters

•                     Configure and maintain Discovery schedules

•                     Configure and maintain Orchestration activities

•                     Configure and maintain Service Portals

•                     Monitor health, usage, and overall compliance of ServiceNow

•                     Perform installation and testing of ServiceNow updates and new releases

•                     Coordinate application and platform upgrades and changes

•                     Load, manipulate and maintain data between ServiceNow and other systems

•                     Create ServiceNow reports and dashboards

•                     Develop clear and concise technical and process documentation

•                     Act as a key oncall contact for issues and investigations related to this product

Profile

•                     Willing to take a customer focused approach to delivering support

•                     A self-starter with the creativity to solve problems independently

•                     Confident individual with the ability to collaborate with agile teams

•                     Ability to build effective relationships with a range of team members, stakeholders, partners and business users

•                     Excellent communication skills (written and verbal)

•                     Displays a sense of ownership and exhibits flexibility, resilience, and resourcefulness

General Skills and Experience

•                     Experience with ITIL process framework or other closely related IT Service Management framework

•                     Strong knowledge of ITSM tools

•                     Knowledge of KCS (Knowledge Centered Support)

Professional Experience and Education

•                     3+ years of ServiceNow administration experience (required)

•                     ServiceNow System Administrator certification

•                     ServiceNow Application developer certification