ServiceNow Administrator

  • Full Time
  • Ohio

Website JOANN Stores


The ServiceNow Administrator will be responsible for day-to-day support, administration, and maintenance of the ServiceNow platform. This position will serve as a key point of contact for operational support issues, requests, enhancements, and environment management, including monitoring health and usage, overall compliance and supporting releases. This position will be the primary contact for the 3rd party development partner, attending meetings, prioritizing work, providing guidance, performing testing as needed. In addition, the ServiceNow Administrator will provide ongoing support and training to users and research industry-leading solutions that can improve the JOANN system.

Job Duties
• Fulfill all requests for platform assistance including end-user trouble inquiries, perform regular administration and maintenance, enhancements, and defect fixes.
• Work with 3rd party vendor(s) for issue resolution, upgrade support, integration implementation and provide requirements for requests from IT and Business users. Attend meetings as necessary and perform testing.
• Provide guidance and document requests from IT and Business users for updates to existing or new service catalog items, record generators, workflows to automate processes, considering continuous process improvement.
• Ensure appropriate SDLC process is adhered to when promoting updates through development/test/production environments. Move update sets from development to production when needed.
• Provide supporting system documentation and training for ServiceNow end users.
• Support custom reports and dashboards as well as generating KPIs and supporting metrics.
• Manage web services, and integrations with ServiceNow platform.
• Assist with solutions that require a basic knowledge of JavaScript, JQuery and Glide.

Education & Experience

Education Minimum: Bachelor’s Degree in a related field

Education Preferred: ITIL Foundations Certification is a plus.

Experience Minimum: 2 years’ experience as ServiceNow administrator, configuring or implementing service now modules.

Experience Preferred: Experience with PPM Module and Mobile application is desired. Experience with Web technologies (XML, HTML, JavaScript, Web Services) is also desired. Experience with interfacing technologies such as REST and SOAP services is a plus.

Knowledge, Skills & Abilities
• Effective written and verbal communication skills with the ability to communicate technical information to a non-technical audience.
• Understanding of the application development lifecycle process, including requirements analysis, quality assurance, design, implementation, issue tracking.
• Problem solving and critical thinking mindset.
• Ability to adapt quickly to learn new tools, new technologies and current industry standards.
• Ability to stay current with new features within the ServiceNow platform and understand how they can be leveraged.
• Knowledge and skills with Service Portal (AngularJS).
• Demonstrates sound working knowledge of ServiceNow’s core architecture and primary application modules such as Service Catalog, Incident, Problem, Change, Release, Asset and CMDB, Discovery, Knowledge, Content Management Site (CMS) and Self-Service Portal.

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:
• Medical, Dental and Vision benefit plans
• Company-paid basic, Optional, and Dependent life insurance
• Long-term disability and Company-paid Short-term disability
• Paid Time Off and Sick Time
• 401(k) Retirement Plan with an employer % match and Employee Stock Purchase Plan
• Tuition Reimbursement
• Team Member Discount

For more details on benefits and eligibility requirements, Click Here or visit

JOANN is an Equal Employment Opportunity Employer. This job summary is intended to be brief and does not list all duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. JOANN is an at-will employer, which means that your employment may be terminated by JOANN or yourself with or without notice or cause unless the at-will arrangement is modified by a written agreement signed by both you and and authorized representative of JOANN.