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
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