ITSM Service NOW Administrator

Qualifications

• ServiceNow Administration: Plan, Test, and Implement platform upgrades. Implement continuous improvements to platform. Integrate various systems and monitoring tools into ServiceNow. Identify opportunities to leverage automation. Create standards and procedures to support ServiceNow platform and processes. Day to day Platform support. Focus on KPI measurement and reporting. Security administration, Cherwell maintenance to include patch and update application and full environmental upgrades. Prepares requirements, SOWs, and supporting documentation and application user guides. Consult and liaison with vendors, or content integrators, managing the relationships, and projects. Review service contracts / statements of work and request edits for approval.
• Teamwork: Work closely with 3rd party service provider to ensure deliverables are met on time and with quality. Advocate for ITSM best practices. Assist in review, design and improvement of processes and procedures while adhering to ServiceNow best practices and out-of-the-box functionality. Embrace role of change agent. Decisions by Data.
• Communication and Project Management: Work with stakeholders to ensure well defined and documented requirements. Manage projects to completion with appropriate communications.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.


• Minimum Formal Education Required for this Position:
  • Bachelor's Degree in Computer Science or Information Systems
  Minimum Work Experience:
  • 8+ years experience working in Information Technology (any function) required
  • 5+ years' experience as ServiceNow System Administrator including design, development, and implementation required
  • 3+ years' experience with leading Managed Service Providers specializing in ServiceNOW development required
  Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of "Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years' of accounting experience? could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience
  
  Technical or Specialized Knowledge/Skills:
  • Thorough understanding of ITIL/ITSM Processes with deep knowledge of Incident,Problem,Change,Release,Request, Service Catalog, Asset Management, Service Levels, Monitoring & Event, Capacity & Performance, and Continual Improvement
  • Ability to advocate and train all levels of IT and Business employees on ServiceNow platform and Processess.
  • Ability to leverage data and metrics to influence decisions
  • Ability to manage projects using Agile or Waterfall Project Management experience (Agile or Waterfall)
  • Collaborate with other IT and Business staff to guide Service Management best practices
  • Excellent verbal and written communication skills
  • Strong self-motivation, attention to detail, accuracy, and accountability
  Certifications Required:
  • Information Technology Infrastructure Library (ITIL) 2, 3 or 4 foundational certification Upon Hire required
  • ServiceNOW Certified System Administrator Upon Hire required
  • CIS IT Service Management Upon Hire required
  • CIS Discovery Upon Hire required
  • CIS Service Mapping within 90 Days preferred
  • CIS Software Asset Management within 1 Year preferred
  • CIS Hardware Asset Management within 1 Year preferred
  • CAS Performance Analytics within 120 Days preferred