Servicenow admin

Education and Certifications:

Education: Bachelor’s or Master’s Degree in Business Administration, Computer Science, Information Systems, or another related field. Or equivalent work experience. (Required)

Primary Job Duties and Tasks:

ServiceNow Platform Administration

- Expertise in administering and maintaining the ServiceNow IT Service Management (ITSM)

platform, including configuration, customization, and administration.

- Ensure the stability and performance of the ServiceNow platform by performing regular

maintenance, updates, and upgrades.

Incident, Problem, and Change Management

• Manage and oversee the lifecycle of incidents, problems, and changes within the ServiceNow ITSM framework.

• Ensure timely resolution and documentation of incidents and problems, and effective management of changes.

Service Catalog and Request Management

• Develop, configure, and maintain the Service Catalog, ensuring that services are accurately represented and easily accessible to users.

• Streamline the request fulfilment process to enhance user experience and operational efficiency.

Configuration Management Database (CMDB)

• Maintain and optimize the CMDB, ensuring data accuracy and completeness.

• Integrate CMDB with other IT systems to provide comprehensive visibility of IT assets and

• relationships.

Workflow Design and Automation

• Design and implement automated workflows within ServiceNow to streamline IT processes and enhance efficiency.

• Collaborate with stakeholders to gather requirements and develop solutions that meet business needs.

ServiceNow Integration

• Integrate ServiceNow with other enterprise systems and applications using REST/SOAP web services, APIs, and other integration technologies.

• Ensure seamless data exchange and interoperability between ServiceNow and other tools.

Performance Analytics and Reporting

• Develop and maintain ServiceNow reports, dashboards, and performance analytics to provide actionable insights to stakeholders.

• Monitor and analyze key performance indicators (KPIs) to drive continuous improvement.

User Training and Support

• Provide training and support to end-users and stakeholders to ensure effective utilization of the ServiceNow platform.

• Develop and maintain user guides, training materials, and documentation.

Compliance and Security

• Ensure that ServiceNow configurations and processes comply with organizational policies, industry standards, and regulatory requirements.

• Implement security best practices to protect sensitive data and maintain the integrity of the ServiceNow platform.

Project Management and Collaboration

• Manage ServiceNow-related projects from initiation to completion, ensuring timely delivery and alignment with business objectives.

• Collaborate with cross-functional teams, including IT, business units, and external vendors, to deliver high-quality ServiceNow solutions.

Problem Solving and Troubleshooting

• Identify, analyze, and resolve technical issues within the ServiceNow platform.

• Provide expert-level troubleshooting and support to ensure platform stability and user satisfaction.

Continuous Improvement

• Stay current with ServiceNow features, updates, and industry best practices.

• Proactively identify opportunities for process improvement and optimization within the ITSM framework.

Specific Knowledge, Skills and Abilities (KSAs)

• Bachelor’s degree in Business Administration, Computer Science, Engineering, MBA, or related field preferred.

• 5+ years of experience in ServiceNow IT Service Management (ITSM).

• Extensive experience in developing, supporting, and administering ServiceNow ITSM modules such asIncident, Problem, Change, Service Catalog, and CMDB.

• Experience in working with large IT teams to execute and lead successful project implementations.

• Ability to manage ServiceNow-related projects, ensuring timely delivery and alignment with business objectives.

• Strong understanding of ServiceNow platform architecture, including configuration, customization, andintegration.

• Proficiency in scripting languages such as JavaScript, HTML, CSS, and Glide.

• Ability to effectively prioritize and execute tasks in a fast-paced, high-velocity environment.

• Strong analytical skills to identify, analyze, and resolve technical issues within the ServiceNowplatform.

• Ability to drive effective meetings: workshops, design, and problem-solving sessions.

• Ability to present ideas in business-friendly and user-friendly language; demonstrated aptitude forworking with, supporting, and communicating with users and customers.

• Experience in identifying opportunities for process improvement and optimization within the ITSMframework.

• Ability to stay current with ServiceNow features, updates, and industry best practices to ensurecontinuous improvement.

• Experience in documenting processes, configurations, and workflows to meet compliance andgovernance requirements.

• Understanding of regulatory requirements and ability to ensure ServiceNow configurations andprocesses comply with organizational policies and industry standards.

• Ability to provide training and support to end-users and stakeholders to ensure effective utilization ofthe ServiceNow platform.

• Experience in developing and maintaining user guides, training materials, and documentation.

General Knowledge, Skills and Abilities (KSAs)

The submitted candidate(s) must be able to apply common knowledge, skills, and abilities in the following areas:

• Communication: Have the ability to clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.

• Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.

• Decision Making: Makes sound, well-informed, and objective decisions.

• Flexibility: Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.

• Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others.

• Leadership: Motivates, encourages, and challenges others. Is able to adapt leadership styles in a variety of situations.

• Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.

• Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.