ServiceNow Administrator

Website NWN Carousel

The ServiceNow Administrator is responsible for driving continuous improvement efforts within the organization related to the applications, tools, and systems to support the ServiceNow platform and related integrations to ensure superior management reporting, operations and information flow, business process, and organizational planning. Additionally, this role will analyze complex business problems and identify and deploy solutions and automation within the ServiceNow Platform.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:
• Contribute to and develop cross-functional teams in the implementation, maintenance and support of the ServiceNow platform and configured modules as well as related integrations with Salesforce, NetSuite, and other related business applications and workflow processes.
• Lead business aligned system architecture and development collaboration and manage the introduction of new features and business flows in the ServiceNow platform on a consistent cadence.
• Collaborate with teams and communicate effectively to gather requirements, design and develop technical solutions meeting requirements.
• Perform necessary discovery and fact finding to fully understand more complex business problems.
• Develop and implement ServiceNow modules and features including design, architecture, configuration, development best practices, and implementation strategies.
• Provide strong technical expertise and collaborate with other team members in delivering solutions.
• Write well designed, testable, efficient code to support varied and complex business solutions.
• Provide solutions in hybrid Agile development environment.
• Manage and prioritize projects efforts as well as day to day run type activities such platform incidents and problems.
• Commit to business change management processes that are in place through partnerships with Vendors, Business Partners and Business Units.
• Support revised project plans, work with stakeholders to understand complex problems and focus on bringing issues to resolution promptly, escalating as necessary to meet business timelines.
• Responsible for the infrastructure design and maintenance standards, including architecture, infrastructure and support for the ServiceNow platform.
• Actively participate in Level 3 support including answering calls/requests, exceptional customer service skills, and ticketing system updates related to the ServiceNow platform.
• Participate in rotating 24X7 on-call schedule and work during non-business hours as required.
• Document new solutions and support processes, teaching others and being a force multiplier within the support team.
• Apply knowledge and experience to anticipate support needs and develop new procedures in anticipation of future requirements.
• Stay current with upgrades and new releases of supported software, developing new troubleshooting skills.
• Adhere to IT policies, procedures, and standards for hardware/software, security, request/ticket tracking, source control, and change management.
• Provide direction and assistance to less experienced team members.

Additional job responsibilities include, but are not limited to:
• As new technology is introduced, quickly acquire sufficient knowledge and skills to provide a high level of support during conversion activities and after implementation.
• Identify, recommend, design, and implement solutions that automate routine/repetitive processes, providing an optimized and efficient infrastructure.
• Other responsibilities as assigned.

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:
• 5-7+ years of experience administering and supporting the ServiceNow platform, including JavaScripting.
• Change management, the ability to work effectively and drive alignment in a large environment through strong communication and empowerment required.
• Demonstrated knowledge and expertise in bridging technical and business disciplines, evaluating and determining appropriate risks required
• Strong requirements gathering experience working with both business users and end users.
• Strong written and verbal communication skills.
• Experience working within hybrid agile SDLC environment, utilizing scrum-based projects and user stories to define & work development tasks.
• Exhibits prior and current technical expertise and the ability to learn new technology.
• Ability to execute against multiple work streams in a fast-paced environment to deliver iconic experiences that resonate with users of different industry verticals.

The following qualifications are ideal, but not required:
• Bachelor of Science degree in Engineering, Information Technology, Operations or related field highly preferred.
• Prior experience with a Managed Services Provider preferred.
• Prior experience in domain separated ServiceNow preferred.
• Prior experience with ServiceNow CSM, FSM, CMDB, CSDM, PPM, Demand Management, Workflows is a plus.
• ServiceNow certifications (Administrator, Application Developer, Implementation Specialist, etc.) a plus.
• Prior experience working remote a plus.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.