The ServiceNow Administrator is responsible for provisioning and maintaining ServiceNow platform. This includes troubleshooting and securing ServiceNow instance, updating documents, working with other stakeholders as well as improve existing processes and solutions. Administrator will work with team members to support the implementation and maintenance of multiple ServiceNow applications. As an ServiceNow administrator, resource should be familiar with various ServiceNow versions, capabilities, patching to newer versions with minimal impact, and maintaining a high volume ticketing environment.
The candidate must demonstrate a willingness to learn new offerings from ServiceNow and overcome technical challenges in a fast-paced environment. The candidate will provide development and administrative support to multiple ServiceNow projects.
Job Duties & Responsibilities:
Provision, administer and maintain the ServiceNow instance along with maintaining support processes
Participate and manage administrative efforts pertaining to modules, applications, and major releases of the Now platform and Service Portal
Support analyzing requirements, developing specifications and designing innovative solutions to business problems
Performs day to day support, administration, and maintenance of the ServiceNow platform Participate in the configuration of new applications or suites during planning, requirement gathering, design, development, documentation, and rollout phases
Manage upgrade planning and execution
Performs failure analysis and provides recommendations for continuous improvement Contributes to the strategic development of now platform customizations, as needed
Generate Reports and pull data based on request
Follow best practices and continuous improvement process to identify future upgrade issues and design considerations
Knowledge on configuring components such as: business rules, client scripts, UI policies and actions, UI pages and macros, script includes, catalog items, workflows, web services, reports, etc.
Respond to technical issues in a professional and timely manner.
Understand and maintain integrations into the Now platform and offering solutions for any new ones as defined.
Work with the process/service owners to define the configuration management process and the necessary policies.
Customizing e-mail notification, ticket SLAs and form fields
Create workflows in support of business and technology processes.
Perform standard daily, weekly, monthly maintenance, and overall system health checks.
Staying up to date with the latest releases, product enhancements, and plugins.
Presenting new product developments to key stakeholders.
Perform standard system cloning from production to test environment.
Gaining new Knowledge about ServiceNow through self-motivated online learning and ServiceNow courses.
Requirements:
Bachelor’s Degree from an accredited college or university is required
At least 3 years of design, development & administration experience of the ServiceNow platform
Clear understanding and knowledge of ServiceNow and its core architecture and primary application modules such as Request, Incident, Problem, Knowledge, Change, Service Catalog, Self Service Portal, CMDB
Strong knowledge and understanding of Mid Server, Integrations, LDAP, Flow Designer and SSO, API’s and Integrations.
Shall possess a strong understanding of IT Service Management (ITSM) and common service level agreement (SLA) measurements
Experience in generating reports, patching and monitoring ServiceNow instance
3+ years of hands-on experience with ServiceNow components such as Service Catalog, Incident Management, Problem Management, Asset Management, Release Management, CMDB, Knowledge, Self- Service Portal