Description
As a ServiceNow Administrator you will be responsible for administration capabilities involved with advancing and sustaining the company's IT service management strategies within IT to support the business. This position supports the current implementation of the ServiceNow platform for all associated applications and modules. Additionally, this role will expand and support the implementation of future modules (Resource Management, CMDB, Problem Management, etc.). As a key point of contact for operational support issues and requests you will independently collect, consolidate and analyze metrics to facilitate decisions related to service improvements.
Essential Duties and Responsibilities:
- Work directly with users to resolve support issues and fulfill service requests within ServiceNow
- Load, manipulate and maintain data between ServiceNow and other systems.
- Coordinate application patches, clones and upgrades with ongoing strategic work.
- Conduct testing, analysis, and certification of changes to Service Now.
- Configuring and customizing the ServiceNow system, including workflows, forms, security, notifications, and others as necessary.
- Create Technical Specifications Documentation, ensuring the customizations made are properly documented for future reference and verification.
- Maintain and support ServiceNow operational functions; monitoring health, usage and overall compliance of the application.
- Create reports and interactive dashboards in ServiceNow
- Independently perform evaluations of company's business/operations that require supporting technical process functions to determine necessary requirements for the ServiceNow tool enablement.
- Critically analyzes current processes and independently models new or more efficient processes as replacements. Develops required changes and implements what's needed with minimal supervision.
- Responsible for reviewing ServiceNow software release upgrades and determining impact on existing company's processes. Make any modifications required, test, and implement changes to the platform.
- Creates, maintains, or adapts ServiceNow related metric information to support the effective use of scorecards, Key Performance Indicators, and Service Level Agreements within Corporate IT.
- Implements new or changed processes in support of the business.
- Interacts with internal associates throughout company as a representative of Corporate IT.
- Performs as a team player willing to assume tasks regardless the size or responsibility.
Qualifications:
- 2+ years of prior experience in Service Management or equivalent experience
- 1+ years of prior experience in ServiceNow
- Demonstrated knowledge in common data query tools such as Excel, MS Access and SQL
- Demonstrated ability to critically evaluate existing processes.
- Demonstrated experience in handling metrics, KPIs, SLA reporting.
Education and/or Experience: Bachelors' degree or higher
Computer Skills:
- Microsoft suite with emphasis on Excel, Powerpoint, Word
- Above mentioned experience with ServiceNow platform.
Other Qualifications:
- Project leadership experience is a plus
- Wholesale or retail experience is a plus
- Technology background required
- Six Sigma/Lean certifications are a plus
- ITIL background and certifications a plus,