Servicenow Administrator

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The Senior ServiceNow Administrator is responsible for providing technical leadership and support for core network services, including email, application deployment, server hardware, and backup systems. The role involves troubleshooting complex system issues, maintaining documentation, managing projects, and ensuring compliance with security policies. Strong customer service, communication skills, and the ability to support new technologies are essential for success in this position.

Responsibilities:

• Demonstrate strong knowledge and troubleshooting skills in all of the following: email (including related IP services such as DNS and SMTP); enterprise client/server applications; mobile device technologies; anti-virus systems; application deployment technologies such as Citrix and ZENworks; application packaging such as Snapshot, AdminStudio, Thinstall; data delivery technologies (including FTP and interface products), and others
• Demonstrate strong knowledge and troubleshooting skills in all of the following: enterprise server operating systems, server hardware, network storage, network printing, directory services, IP Services, enterprise client/server applications, and enterprise backup and recovery systems
• Demonstrate exceptional customer service, communication and human relationship skills when dealing with customers, fellow associates and vendors
• Identify and manage complex problems and issues with assigned systems
• Utilize standard and ad-hoc procedures to perform problem resolution for system
• Use appropriate tools to track and report problem status and escalate in a timely manner
• Produce and maintain technical documentation on the assigned systems
• Document and update telecommunications and networking technical standards and procedures
• Maintain data in network management for accuracy
• Produce required department reporting associated with projects and problems assigned, which includes current status and problem documentation summary within the problem management system
• Manage complex level internal projects including tasks, deadlines and reporting
• Participate in departmental programs that promote and deliver exceptional customer service
• Follow established policies, procedures and standards defined by the department
• Participate in the development and documentation of procedures for day-to-day tasks within assigned areas of support and maintenance, including the development of processes and procedures for other teams
• Understand and adhere to all security policies and procedures relating to systems, data, and physical data center security and safety
• Identify and resolve or escalate any issues or violations to management and other groups, as needed
• Maintain a clean, organized and safe work environment
• Demonstrate the ability to learn and support new technologies through e-learning, self study, and peer training/studies
• Assist other IM teams by providing second level support and guidance
• Participate in after-hours technical support by rotating call schedule on a regular basis
• Perform other duties as assigned by management or designee