What are the responsibilities and job description for the ServiceNow Administrator - Senior position at Inserso?
The ServiceNow Administrator - Senior is a member of an O&M team that is responsible for using their technical knowledge and expertise to support a live implementation of ServiceNow, in support of an enterprise-level (10,000 ) user base. The individual is responsible for instance stack, day-to-day support, system upgrades, integrity and overall health and performance. The position requires broad-based technical experience on the platform and integration with other systems, along with a solid understanding of relational databases. Expertise in the staging and management of ServiceNow Cloud based Mid-Servers is fundamental to this position. This individual will apply proven communication and problem-solving skills to solve issues related to the deployment of mission-critical software and have the ability to take direction and work independently to achieve stated objectives is required.
Responsibilities:
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.
Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.
Responsibilities:
- Manage and implement the ServiceNow Management, Instrumentation, and Discovery (MID) Server architecture as required.
- Ability to build, troubleshoot and support MID Servers within Cloud environments in support of the ServiceNow instance.
- Ability to work with various customers/departments/users to design, deploy and support ServiceNow solutions according to the user requirements.
- Configure and manage ServiceNow instances, users, and groups in real-world scenarios.
- Configure ServiceNow Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
- Create, update, and maintain connection between Active Directory and ServiceNow settings associated with LDAP, SSO Integration, and MID Server.
- External API knowledge used for ServiceNow integration and automation.
- Maintain Service Catalog items, Service Portal and UI pages, and maintain user, roles, and groups.
- Design, implement, and perform ongoing operations and maintenance process' on the ServiceNow instance.
- Ability to develop quality documentation that clearly articulate the solutions and the ability to perform demonstrations.
- Ensure that customer can fully utilize the system by balancing their requirements for data security and functionality without compromising the sustainability or supportability of the core service.
- Develop credible and high-integrity relationships with customers technical resources.
- Tracking compliance to policies and procedures and resolving or escalating any compliance issues.
- Resolving POAMs related to Security findings on infrastructure devices including supporting key ServiceNow mid Servers.
- Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed.
- Other tasks as required in support of the ServiceNow tool.
- Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
- Bachelor's degree in related field or equivalent experience.
- 8 years of experience in IT support or related field, preferability in system configuration.
- 4 years of experience configuring, customizing, or administering ServiceNow or similar ITSM tool.
- 2 years of experience writing and debugging scripts in languages such as JavaScript, SQL, and PowerShell.
- Must be willing to obtain ServiceNow Certified System Admin (CSA) within 90 days of employment.
- Expertise in Server infrastructure on premise and in the Cloud (Azure, AWS).
- Proficiency at building EC2 Cloud Servers in AWS and Azure environments, including using Terraform to configure standard images for ServiceNow Mid Servers.
- Exposure to Advanced Load Balancing and affinity rules. This is to enable load distribution across geographies or roles (e.g., "SNMP-only" vs "WMI-only" MID Servers) for efficient data collection and orchestration.
- Familiarity with Dynamic IP Ranges and Patterns Beyond hardcoded IP lists.
- Familiarity with custom Probes and Sensors.
- Demonstrated understanding of ITSM processes.
- Data Sources and Integrations - Support Integrations with multiple complex data sources.
- MECM/SCCM
- Implementation and maintenance of Service Graph Connector (SGC)
- ServiceNow Discovery
- Implementation and maintenance of Discovery schedules and ranges for both on Prem and Cloud solutions
- Proprietary sources
- MECM/SCCM
- Terraform
- CloudBees
- Jenkins
- CI/CD pipeline
- GitHub
- STIG compliance design for Server Builds
- Defining and associating AWS Secrets for Server Builds
- ITIL v4 certified
- Familiarity with Cloud technologies
- Familiarity with Scripted File Operations
- Service Management or Service Dependency Mapping Tools Configuration Management
- Deep knowledge of JavaScript, JSON, XML, SQL, and Web development tools
- Sunflower Asset Management Solutions
- ITOM Visibility
- ITOM Health
- Service Mapping
- Business Applications
- Vulnerability Response
- Effectively communicate with customers, stakeholders, and technical specialists.
Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.
Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.