Service Now Operations Support

Job Summary:

We are seeking a highly skilled and motivated ServiceNow Administrator. The successful candidate will be responsible for the administration, configuration, and maintenance of the ServiceNow platform. This role involves working closely with various IT teams and stakeholders to ensure efficient and effective use of the ServiceNow platform to meet business needs.

Key Responsibilities:

• ServiceNow Administration:
  • Administer, configure, and maintain the ServiceNow platform, including modules such as Incident Management, Problem Management, Change Management, Service Catalog, CMDB, ITBM.
  • Perform routine maintenance tasks, including application upgrades, patching, cloning, and troubleshooting.
  • Manage user access, roles, and permissions.
  • Monitor system performance and ensure platform stability and performance optimization.
• Configuration and Customization:
  • Develop and implement configurations and customizations to meet business requirements.
  • Create and manage workflows, forms, scripts, and business rules.
  • Design and implement integrations with other IT systems and third-party applications.
• Training and Documentation:
  • Develop and deliver training programs for end-users and IT staff on the use of the ServiceNow platform.
  • Create and maintain comprehensive documentation, including system configurations, processes, and procedures.
  • Provide support and training for new features and updates.
• Incident and Problem Management:
  • Act as the primary point of contact for ServiceNow-related incidents and problems.
  • Troubleshoot and resolve issues related to the ServiceNow platform.
  • Collaborate with other IT teams to resolve complex technical issues.
• Project Management:
  • Lead and participate in ServiceNow implementation and enhancement projects.
  • Coordinate with stakeholders to gather requirements, develop project plans, and ensure timely delivery of solutions.
• Continuous Improvement:
  • Stay current with ServiceNow updates, best practices, and industry trends.
  • Propose and implement improvements to enhance the functionality and efficiency of the ServiceNow platform.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field is desired.
• ServiceNow Administrator Certification is required; additional ServiceNow certifications (e.g., ITSM Implementation, Application Development) are a plus.
• Proven experience as a ServiceNow Administrator or in a similar role.
• Strong understanding of IT Service Management (ITSM) principles and processes.
• Proficiency in JavaScript, HTML, CSS, and other scripting languages used in ServiceNow.
• Experience with ServiceNow integrations using REST/SOAP APIs.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Preferred Skills:

• Experience with Agile and Scrum methodologies.
• Knowledge of ITIL framework and ITIL certification.
• Familiarity with additional ServiceNow modules such as IT Operations Management (ITOM), and ITBM.
• Understanding of domain separation environment.