Responsibilities:

• Collaborate and communicate in a team-based environment focused on problem solving, analytical thinking, teamwork, interpersonal skills, communication skills, proactive application monitoring, and technical troubleshooting.
• Collaborate with stakeholders to gather requirements and translate them into ServiceNow configurations.
• Designing, configuring, developing, troubleshooting, and implementing the ServiceNow CSM Pro platform to meet business requirements based on best practice.
• Proactive application monitoring, timely health checks and balances, on-call support for key deployments and/or production support needs occasionally outside of normal business hours.
• Plan, coordinate and implement regular maintenance activities, including testing, system upgrades, patching, and performance tuning.
• Manage user access, roles, and permissions within the ServiceNow environment.
• Implement and maintain ITSM process workflows utilizing Flow Designer, Playbooks, Workspaces and UI Builder.
• Develop and customize ServiceNow modules using HTML, XML, CSS, Angular JS, and JavaScript.
• Integrate ServiceNow with external systems through REST API, SOAP API, and other integration methods. (i.e., SailPoint, Okta, Jira, Salesforce, ServiceNow, Zabbix, Intune, SolarWinds, Enable etc.).
• Administer ITOM Visibility ensuring data integrity and accuracy within the Configuration Management Database (CMDB) and Service Mappings.
• Provide support and troubleshooting for ServiceNow-related issues and incidents.
• Stay up to date with the latest ServiceNow features and enhancements, recommending and implementing improvements to optimize platform usage.
• Participates in confirming Disaster Recovery plans and Security Standards.
• Create and manage reports and dashboards.
• Create and manage Service Catalog items.
• Develop using best practice method that minimizes unnecessary transaction counts via Integration Hub Professional.
• Configure and administer Teams integration and Virtual Agent.
• Maintain detailed documentation for system configurations and settings.
• Ensure compliance with organizational security and audit requirements.
• Identify automation opportunities and recommend continuous service improvement suggestions.

Qualifications

Required:

• Bachelor’s degree from an accredited college or university in a related field (i.e., computer science, information technology) or equivalent years of relevant work experience.
• Experience in administration and development, design, and implementation of ServiceNow platform.
• Experience with service portal development and administration including familiarity with JavaScript, HTML, CSS, XML, and other web-based programming.
• Experience with Workflow Editor, Flow Designer, Playbooks, Workspaces and UI Builder.
• Experience with integrations via LDAP, JDBC, SOAP, REST API, SAML etc.
• Experience with ITOM: Discovery, Service Mapping, Event Mgt, CMDB, CI lifecycle.
• Knowledge of Project Portfolio mgt, Demand mgt, Resource Mgt, Agile.
• Knowledge of working with ServiceNow customer support.
• Knowledge of Instance Security Center.
• Knowledge of ITIL best practices.

Preferred:

• ITIL Foundation certification or higher.
• ServiceNow certification such as Professional System Administrator or higher.
• Bachelor’s degree in computer science, Information Systems or similar.
• Experience with Administration of other ITSM and/or monitoring tools.