ServiceNow Administrator

Sr. ServiceNow Administrator - ITmPowered

ServiceNow Administrator is responsible for maintaining the stability and usability of the ServiceNow platform. Support development, maintenance and improvement of core ITSM processes, through the configuration, development, and administration of ServiceNow. Work with Sr. ITSM Analyst to understand customer and stakeholder requirements for key activities, ensure alignment with ITSM initiatives, drive continuous process improvement. Contribute to development and automation of other processes outside of ITSM.

Responsibilities :

• ServiceNow main point of contact for administration of ServiceNow platform and associated applications
• Lead a team of two junior ServiceNow administrators, mentor, and train them in SNOW ITSM / ITOM best practices - incident, problem, request, fulfillment, change, knowledge management, CMDB, and Asset.
• Mentor SNOW Admin team through maximizing OOB configuration functionality, workflows, integrations.
• Support London, Madrid, New York, Orlando, and Paris versions across Dev, QA, Prod environments.
• Work through a backlog of 70-80 items including feature enhancements and incidents.
• Help automate deployment update sets, test automation.
• Provide support of new GRC module implementation.
• Works with Sr. Analysts to understand business stakeholder environment and collect requirements
• Install / upgrade / manage all ServiceNow instances
• Install / upgrade / manage ServiceNow modules.
• Provide ServiceNow consultation expertise for all departments for new systems and major changes to existing systems or processes are contemplated.
• Monitor systems integration and process automation
• Configure and enhance all aspects of ServiceNow such as workflow, user interface (UI), client scripts, business rules, utilizing out-of-the-box functionality as much as possible only customizing when necessary
• Install / upgrade / manage APIs for the various systems that interact with ServiceNow.
• Work closely with business users to build requested items using workflows to manage processes from the client to the fulfillment teams.
• Work with IT and the business to create ServiceNow automation workflows.
• Work with IT to create Playbooks. Review exiting Playbooks to ensure that they are effective and efficient.
• Provide user training in the use of ServiceNow.
• Monitor health, usage and overall stability of ServiceNow and its applications
• Implement Service Catalog, CMS, MID Server, Integrations with LDAP and external applications.
• Administer multiple ServiceNow Modules; Incident management, Customer Service, Change management, Problem management, Service Catalog, User Administration, Reporting, Discovery.
• ServiceNow support, configuration, administration, maintenance; User / Group / Role Management, List / Form Updates, Catalog Items / Service Portal, Workflows, Creating Tables and Fields, Discovery and Orchestration.
• Coordinate and facilitate application and platform upgrades / patches, including cloning Author and maintain internal technical and process documentation related to the platform
• Perform reviews of existing ServiceNow workflows to ensure that they are effective and efficient.
• Map Data Sources for various external applications. Use Import sets and Transform maps to import data into ServiceNow. Create front end forms. Script Catalog client scripts and UI policies to make client-side changes.
• Advise and guide on getting the most out of the platform and learn about the latest features and functionality
• Maintains the Definitive Media Library (DML) in accordance with ITSM processes
• Assists in the review, design, and improvement of ITSM processes and procedures for the effective management and adherence of ITSM process areas.
• Performs routine maintenance to include performance monitoring and error identification / remediation
• Plans ServiceNow upgrades to all instances of ServiceNow including DEV, QA, PROD (Kingston, Jakarta, etc.) requesting new instance from ServiceNow, cloning instances, scheduling upgrade pre-post upgrade fixes.
• Operates and provides day-to-day administration of the ServiceNow, following defined ITSM processes
• Generate meaningful KPI measurement, reporting, and analysis of Service Management data, asset tracking, CMDB, incident, and problem, etc.
• Assists in the development and implementation of improvements to the processes and tools
• Facilitates meetings including weekly Change Review Board meetings, Monthly Operations Reviews, etc.
• Audits Change Requests, Service Requests, Incidents and other ITSM tool generated tickets to ensure compliancy and accuracy

Requirements :

LOGISTICS :