ServiceNow Administrator
Summary
Administers and configures the ServiceNow platform, handles level-2 support, builds reports/dashboards, and follows ITIL practices for ITSM and related modules.
The ServiceNow Administrator is responsible for the day-to-day platform, participating in the agile development process for the platform, minor development enhancements and defects, creating reports and dashboards, and general configuration and support for the platform. This role will also be expected to develop a deep understanding of the ServiceNow platform and our configurations and customizations of it. The primary responsibilities include supporting process activities and providing work instructions to ensure that activities are properly documented. The ServiceNow Administrator will understand and follow recognized ITIL best practices and facilitate cross discipline awareness including cross training and engagement in processes, gather service-related data, create dashboards, and participate in performance improvement initiatives.
Key Responsibilities (Essential Duties and Functions)
Education/Experience
Knowledge/Skill Requirements
Key Responsibilities (Essential Duties and Functions)
- Provide level 2 support for all products, applications, and processes on the ServiceNow platform.
- Assist with creating reports, metrics, and dashboards (including performance analytics)
- General platform administration and support including 24x7 support availability for critical production issues. (On call)
- Monitor essential data quality and escalate as necessary.
- Supports all deployed capabilities (ITSM, Service Portal, CSM, Virtual Agent, Sec Ops, Service Catalog, CMDB, Discovery,)
- ServiceNow Certified Administrator.
- Strong analytical, problem-solving, and decision-making capabilities.
- ITIL v3 Foundations Certification a plus.
- Experience or familiarity with agile development and testing methodology.
Education/Experience
- Bachelor’s Degree
- 1-2 years of relevant experience. Additional years of work experience in lieu of a degree is acceptable.
- 1-2 years of experience working in a System Admin Role
Knowledge/Skill Requirements
- Demonstrated ability to troubleshoot systems.
- Ability to train users and host department training on systems and applications.
- Understanding of Change Management framework (ITIL preferred)
- Experience with SQL server, databases, Reporting services, and system integrations.
- Ability to work independently in a fast-paced dynamic environment.
- Excellent written and oral communication skills