Who You’ll Work For

REEF’s mission is to connect the world to your block. 

We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences.

With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America.

Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way.

What You’ll Do

What will this person's role and responsibilities be?

The Sr Enterprise Application Support Associate’s role is to maintain administration, configuration, and ongoing maintenance of the ServiceNow platform. This will include supporting several related processes, including Workflows, Request, Incident, Problem, CSM, ITSM, Change, CMDB, Asset, Service Catalog, Knowledge, Service Portal and other service modules. In this role, you will also support custom-scoped applications that deliver enterprise-wide business processes to our customers. The ideal candidate is extremely knowledgeable as a ServiceNow administrator, with a customer-focused and positive attitude that also possesses some experience with ServiceNow development courseware.

Responsibilities

Strategy & Planning
• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

Acquisition & Deployment
• Conduct research into software application products and services in support of development and purchasing efforts.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.

Operational Management

Support day to day technical administration including release management, coordinate platform upgrades/functional updates, analyze log files, configure file changes, update installation and configuration documents, perform validation/testing, manage change control and perform technical issue/problem resolution as level III support.

• Work with business analysts, project leaders, scrum masters and customers to coordinate release schedules and supervise development activity in the release process.
• Lead and support other platform administrators.
• Manage the migration of code between ServiceNow instances and deployments to production for scheduled go-lives.
• Provide guidance and support to Product Managers, technical platform leads, project teams, process and operational managers in areas of the ServiceNow platform needed to support the delivery of product roadmaps.
• Monitor ServiceNow performance and processes with a focus on performance and stability, maintaining KPIs.
• Perform daily administration activities of the ServiceNow modules/platform, including performing approved configuration changes.
• Perform ServiceNow implementation tasks including but not limited to requirements gathering, solution design, configuration, testing, and integration
• Work with business and technical teams to design and build workflows that manage, enhance, and/or improve internal processes
• Develop system integrations and process automation, fully utilizing the platform’s workflow capabilities
• Create reports and dashboards in the ServiceNow platform to meet internal customer and business needs
• Function as the ServiceNow subject matter expert and offer recommendations and solutions, as needed, to meet collaboration and governance needs
• Manage access controls for Service Now platform and its functional modules
• Configure business rules, user interface (UI) policies and actions, client scripts, and access control lists (ACLs), including writing advanced scripting of each (including CMS/Service Portal)
• Configure notifications, UI pages, UI macros, script includes, formatters, etc.
  Document and maintain functional business requirements, process flows, and business use cases

• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Apply diagnostic utilities to aid in troubleshooting.
• Manage and/or provide guidance to junior members of the team.

What We Want From You:

Formal Education & Certification
• College diploma or university degree in the field of computer science, information systems, and/or 3 years equivalent work experience.
• ServiceNow Certified System Administrator is highly desired and ITIL v3/v4 Certification or equivalent practical experience

Knowledge & Experience
• 8 years’ experience as an IT Application or System administrator, with at least 5 years’ experience specifically as a ServiceNow administrator
• 5 years working with various ServiceNow modules such as Service Catalog, Knowledge, Asset Management, Change/Incident, CMDB, ITSM and CSM
• Proven experience creating ServiceNow update sets, promoting and testing in multiple instances, and deploying into production
• Must have a solid understanding of ITSM processes.
• Must have a solid understanding of mid-server administration and processes
• Knowledge of ERP Software table structures
• Experience as a ServiceNow developer is highly desired.
• Experience with the ServiceNow ATF module is highly desired.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of the organization’s goals and objectives.

Personal Attributes
• Highly self motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• Occasional travel between training locations required.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

What We’ll Provide

(Full-Time Employee Only)
Medical
Dental
Vision

Life and Disability
401K
Paid Time Off (PTO)

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.
• Work is performed in a professional office environment.

WORKING CONDITIONS: 
Work is performed indoors for extended periods of time including up to the entire duration of shift.

REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.