Job Description
Responsibilities
- General support, administration and maintenance of ServiceNow platform and associated applications
- Work closely with the ServiceNow functional team and external development partners to build requested items and tasks using workflows to manage processes
- Configure and improve core and custom applications
- Work directly with internal customers to resolve support issues within established service levels
- Configure and maintain Business Rules, UI Policies, UI Actions, Client Scripts and ACLs
- Configure and maintain Notifications, UI pages, UI Macros, Script Includes and Formatters
- Configure and maintain Discovery schedules
- Configure and maintain Orchestration activities
- Configure and maintain Service Portals
- Monitor health, usage, and overall compliance of ServiceNow
- Perform installation and testing of ServiceNow updates and new releases
- Coordinate application and platform upgrades and changes
- Load, manipulate and maintain data between ServiceNow and other systems
- Create ServiceNow reports and dashboards
- Develop clear and concise technical and process documentation
- Act as a key oncall contact for issues and investigations related to this product
Profile
- Willing to take a customer focused approach to delivering support
- A self-starter with the creativity to solve problems independently
- Confident individual with the ability to collaborate with agile teams
- Ability to build effective relationships with a range of team members, stakeholders, partners and business users
- Excellent communication skills (written and verbal)
- Displays a sense of ownership and exhibits flexibility, resilience, and resourcefulness
Qualifications
General Skills and Experience
- Experience with ITIL process framework or other closely related IT Service Management framework
- Strong knowledge of ITSM tools
- Knowledge of KCS (Knowledge Centered Support)
Professional Experience and Education
- 3+ years of ServiceNow administration experience (required)
- ServiceNow System Administrator certification
- ServiceNow Application developer certification
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