We are seeking a skilled and experienced ServiceNow Admin to join our dynamic ServiceNow team in Corporate Systems. The ideal candidate should possess a strong technical background in ServiceNow development and support.
The role will collaborate with cross-functional teams to provide tier 1 and tier 2 level operational support for the ServiceNow applications deployed for Merck.
What will you do in this role
- Provide tier 2 and tier 3 operational support for any issues raised with ServiceNow production deployed applications for Merck as well as coordination of Problem Investigations (includes documenting)
- Coordinate with the Engineering team for any operational production updates and execute in support of meeting documented requests.
- Provide support as well as required creation or updates of Service Catalog Items
- Partner with engineering team for release support such as migration of update sets and configurations both in prod and non-prod environments where support is needed
- Support environment management (prod and non-prod) for instance activities such as cloning, data migration, and configuration where operations support is needed
- Support testing of ServiceNow configurations and developments to ensure system stability, reliability, and accuracy.
- Support maintenance comprehensive SDLC and technical documentation for all ServiceNow configurations, customizations, and developments.
- Stay up-to-date with the latest ServiceNow features, tools, and best practices.
What should you have
- Bachelors degree in Computer Science, Information Technology, or a related field.
- 3+ years of working experience as a ServiceNow support resource, preferably with HRSD, ITSM, GRC and/or ITAM product expertise.
- ServiceNow Certified System Admin (CSA) certification
- ServiceNow Certified Application Developer (CAD) certification is highly desirable
- ServiceNow Certified implementation Specialist (CIS) certification is highly desirable.
- In-depth knowledge of ITIL processes and best practices for IT Service Management.
- Excellent organizational and time management skills to manage multiple projects simultaneously.
- Understanding of Agile development methodologies is a plus.
