Major Responsibilities: 

• Primary responsibilities include but are not limited to:
• Provide Tier 1 and Tier 2 end-user support for ServiceNow related issues, escalating to the Senior System Admin as needed.
• Produce documentation necessary to facilitate usage of the system including user and admin guides.
• Develop and produce user-specific reports to be used for trend and performance analysis.
• Collaborate with stakeholders to gather and document solution requirements for incidents and requests.
• Design, configure, and maintain solutions built on the platform.
• Contribute to the creation and maintenance of Knowledgebase articles about ServiceNow (i.e. configuration, report building, etc.).
• Implement system configuration changes and upgrades as required.
• Provide expertise and support during all major releases/upgrades from ServiceNow.
• Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
• Manage the ServiceNow application functionality built by developers and system administrators through Quality Assurance (QA), and lead stakeholders through user acceptance testing (UAT).
• Develop training materials and conduct training sessions on ServiceNow applications and solutions at least once per quarter.

Key Working Relationships: 

• Position Reports to: Associate Director, Business Systems — IT
• Other Internal and/or contacts:
• Internal: Application users and system stakeholders

Job Requirements:
Experience Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
• Minimum 2 years of hands-on experience with ServiceNow administration
• ServiceNow Certified System Administrator (CSA) certification

Preferred Requirements

• Experience with core ServiceNow modules: Incident, Problem, Change, Service Catalog, Knowledge Management
• Basic to intermediate JavaScript
• User and group management, ACLs, roles
• Capable of implementing scheduled jobs, notifications, and platform updates