Job Description
Job Description
Position Duties/Responsibilities
Hands on experience with client scripts and business rules.
Implementation, administration, and support of the ServiceNow platform
UI Actions UI policy Access Control Lists, etc. Overview of integration: - LDAP integration and Workday integration
Configure Workflow, Application UI and Customize ServiceNow applications
Perform minor and major enhancements requests to a clients ServiceNow instance(s), including changes to the user interface, system properties, foundation content, Java Script and modifications to existing workflows.
Facilitate roll out of new applications and modules in ServiceNow ITSM i.e., DevOps, Change Management, Incident Management, Problem Management, Request Management, etc.
Identify system deficiencies, recommend solutions as a trusted advisor to clients.
Perform ServiceNow upgrade administration assistance to ensure clients leverage of the latest releases of the ServiceNow application ensuring implementation occurs in a timely manner with minimal or no disruption to client IT operations
Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible
Ensure tool configuration consistency across development, testing and production environments
Use of Record producers to create case tickets
Strong hands-on Service Now admin/maintenance activities
Build and manage knowledge articles for various audience criteria in the system
Design reports and dashboard on ServiceNow usage, SLAs and other key process metrics to drive efficiencies.
ITSM, DevOps, Change Management, Incident Management, Problem Management, Request Management, Digital Portfolio Management, DevOps Change Velocity.
Required Technical And Professional Expertise
ServiceNow Certified System Administrator
Bachelor degree in Computer Science, IT, Engineering, or related technical discipline.
2+ of experience with ServiceNow in an enterprise environment
Experience with the ServiceNow HR Service Delivery application
Knowledge of HR function, processes, and best practices
Knowledge of Case Management, Knowledge Management best practices and design
Mandatory
Proven experience implementing ITSM tools; demonstrated experience with Incident Management, Service Request Management, Problem Management, Change Management, Configuration Management and other ITIL process areas
Experience working with ServiceNow
Understanding of the project delivery lifecycle and processes
Practical experience in creation or modification of the relevant ITSM toolset components
Strong interpersonal skills with the ability to work well with all levels of staff
Consultative and analytical approach
Real world exposure to cloud technologies and S-a-a-s
Experience implementing ServiceNow Service Catalog and CMS (Content Management System)
Design a company-wide service catalog that offers a collection of services
Present a customized UI for a knowledge base
