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    ServiceNow Systems Administrator / Junior Developer

    USA, Pennsylvania, Philadelphia

    • Negotiable
    • Developer Role
    • Skills: ServiceNow
    • Seniority: Mid-level

    Job description

    Job Summary:

    The ServiceNow Systems Administrator is responsible for the administration and support of the ServiceNow environment. The Systems Administrator will apply their knowledge of ServiceNow to perform the day-to-day administration, configuration, and ongoing maintenance and support of the ServiceNow platform. This will include supporting processes within IT Service Management, IT Business Management, and IT Operations Management. The candidate will also be expected to support other various processes built within the platform that deliver business value and results.

    The Systems Administrator will be required to define requirements, design workflows and items, participate in build/configuration, testing, and implementation activities for various projects and enhancements. The Systems Administrator will also act as the primary subject matter expert on reporting, dashboard, and out-of-box analytics within ServiceNow.

    Essential Duties and Responsibilities:

    1 Perform day-to-day support, administration, and maintenance of the ServiceNow platform
    2 Work closely with the ServiceNow Developers to build catalog items, record producers, and develop other various ServiceNow modules/applications
    3 Work directly with end-users to resolve support issues within ServiceNow, responding promptly and professionally and ensuring department SLAs are met.
    4 Monitor health, usage, and overall compliance to licensing within ServiceNow
    5 Develop clear and concise technical and process documentation
    6 Perform testing and documentation of ServiceNow updates and releases
    7 Translate customer metric and KPI requirements into ServiceNow reports and Dashboards utilizing a combination of out-of-box reporting and Performance Analytics tools
    8 Work within an Agile development off of user stories, enhancements, features, scrum tasks, and changes to deploy created solutions
    9 Understanding of the following - JavaScript, SQL, HTML, CSS, Webservices API (SOAP or REST), PowerShell, JSON, XML
    10 Adheres to established platform design and architecture standards.
    11 Available to work flexible hours as required by assigned projects, system problems, or on-call schedule
    12 Performs other duties as assigned


    ServiceNow Certified System Administrator Certification


    Agile Certified Practitioner (ACP) Certification

    ITIL V3/4 Foundations Certification

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    ServiceNow Business Analyst - Remote/Part-Time

    USA, Pennsylvania, Olyphant

    • Negotiable
    • Business / Systems Analyst Role
    • Seniority: Mid-level

    Job description

    Position Overview

    The Business Analyst is the vital link between the technical team and clients. The Business Analyst discovers and documents the clients' business processes and needs by applying standardized and common practice methodologies. The analyst is responsible for obtaining the clients' acceptance of discovered requirements, user stories, and proposed solutions. This role reports to the Manager of Business Analysts.

    Performance Standards include:

    * Knowledge of Business Analysis.
    * Full awareness of client requirements and strive to exceed their expectations.
    * The ability to maintain a high degree of communication with the team and clients.
    * A commitment to continued learning.
    * The ability to be a Team Player.
    * Excellent communication skills.

    What you get to do in this role

    * Evaluate client's business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions.
    * Stay up to date on the latest business process and technology advancements.
    * Conduct client meetings and presentations to share ideas and findings.
    * Perform requirements analysis.
    * Document and communicate the results of efforts.
    * Effectively communicate insights and plans to cross-functional team members and client management.
    * Gather critical information from meetings with various stakeholders and producing useful reports.
    * Work effectively within cross-functional teams, which might include clients, technicians, managerial staff, and others.
    * Ensure that the solution meets the client's needs and requirements.
    * Testing, Quality assurance, and client training.
    * Perform user acceptance testing.
    * Update, implement, and maintain procedures.
    * Serve as a liaison between technical team and all stakeholders.
    * Monitor deliverables.
    * Special assignments.

    In order to be successful in this role, we need someone who has

    * A bachelor's degree in business or related field or a minimum of 5 years experience in business analysis.
    * ServiceNow System Administrator Certification (CSA)
    * Demonstrated ability to form and maintain productive working relationships with a wide range of internal and external stakeholders. Exceptional analytical and conceptual thinking skills.
    * The ability to influence stakeholders and work closely with them to determine acceptable solutions.
    * Excellent documentation skills.
    * Experience creating detailed reports, giving presentations, and application demos.
    * Competency in Microsoft applications including Word, Vision, Excel, and Outlook.
    * A track record of following through on commitments.
    * Excellent planning, organizational, and time management skills.
    * A history of supporting successful projects.

    Preferred Certifications

    * ITIL v4 Foundations
    * ServiceNow Certified System Administrator

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    ServiceNow Configuration Manager

    USA, Oregon, Medford

    • Negotiable
    • Systems Manager Role
    • Seniority: Senior

    Job description

    ServiceNow Configuration Manager

    The Configuration Manager has the responsibility for ensuring the day-to-day overall execution of the processes to support a ServiceNow based Configuration Management System (CMS). This role serves as the functional subject matter expert in Configuration Management process, ServiceNow Discovery, Configuration Management Database (CMDB) and Service Mapping. The Configuration Manager oversees operating the defined and agreed process, ensuring it interfaces with all other relevant processes, reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle.
    The Configuration Manager reports to the ServiceNow Platform Manager.

    * Lead, plan and implement process design and improvement. Drive continuous improvement of the processes and overall process maturity.
    * Maintain discovery application and the integrity of the CMDB and discovery processes. Maintain the governance, policies, and direction of the CMDB
    * Define and monitor program's purpose, objectives, scope, as well as the principles and Critical Success Factors. Ensure Key Performance Indicators are collected, analyzed, and acted upon.
    * Establish ServiceNow configuration database as the source of truth for CI information and ensure users and CPI processes have access to accurate, timely and actionable data.
    * Create and maintain KPI and metrics to improve configuration management effectiveness and report to team and leadership
    * Leads implementation of new integrations, automated rules and auto-discovery of technology infrastructure.
    * Apply standard methodologies for organizing and discovering complex infrastructure environments to place them with business services into the CMDB, making valuable contributions to ITSM processes, Service Owners and customers.
    * Understand concepts of asset reconciliation; ensure asset to CI relationships, asset categorization, asset types and data rules.
    * Ownership of compliance and audits.
    * Responsible for the discovery systems which automate the detection and identification of IP-enabled Configuration Items to help populate the CMDB and allow for additional services such as Software Asset Management.
    * Mentors the organization on configuration management services, concepts, policies and procedures.
    * Mentors and helps direct configuration management specialists through leading community of practice
    * Determines best practices and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve organizational goals and objectives.

    Skills and Qualifications
    * 4-year degree from accredited university or the equivalent
    * Eight years of experience in an Information Technology focused role required
    * Four years' experience with the ServiceNow CMDB and Discovery and how it supports other ITSM processes (e.g.: Incident, Problem, Change, and Asset Mgt.)
    * Strong breadth of knowledge across technology disciplines
    * Have a general understanding of all aspects of infrastructure devices (i.e., server, network device, network protocols, application technologies, operating systems basics)
    * Have an understanding of hardware and software asset management practices and how those processes integrate and synchronize with the CMDB
    * Ability to convert complex information into simple, explainable solutions
    * Understanding of current and future business needs met by infrastructure platforms
    * Results-driven with a bias towards practical applications
    * Ability to provide expert advice to teams and support them to deliver large projects
    * ServiceNow System Administrator & Discovery Implementation Specialist Certifications are required

    * ITIL Foundation certification is a plus

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