Major Responsibilities:
Primary responsibilities include but are not limited to:
- Provide Tier 2/3 end-user support for ServiceNow related issues, including trouble shooting and resolution.
- Lead development, configuration, and maintenance of core modules such as Problem Management, CMDB, Service Catalog, HAM, SAM.
- Lead integration of ServiceNow with other enterprise systems (Workday, Integra, etc.)
- Stay current with ServiceNow releases and new features and recommend adoption strategies.
- Advise Product Owner and Business Leadership on ServiceNow implementation and integration technical best practice
- Design and implement complex workflows, business rules, UI policies, client/server scripts and automation.
- Produce documentation necessary to facilitate usage of the system including user and admin guides.
- Collaborate with stakeholders to gather and document solution requirements for critical incidents and requests.
- Provide expertise and lead delivery of all major releases/upgrades from ServiceNow.
- Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
- Monitor system performance and proactively identify and resolve issues.
- Support System Admin in developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.
- Provide mentorship and guidance to junior administrators and developers.
Key Working Relationships:
- Position Reports to: Associate Director, Business Systems — IT
Other Internal and/or external contacts:
- Internal: Application users and system stakeholders
- External: Software and system vendors, Managed Services provider, Implementation partners
Job Requirements:
Experience Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
- Minimum 5 years of hands-on experience with ServiceNow administration
- ServiceNow Certified System Administrator (CSA) certification
- Strong understanding of ITIL processes and best practices
- Experience with scripting and integrations
- Experience troubleshooting, analytical, and communication skills