Major Responsibilities: 

Primary responsibilities include but are not limited to:

• Provide Tier 2/3 end-user support for ServiceNow related issues, including trouble shooting and resolution.
• Lead development, configuration, and maintenance of core modules such as Problem Management, CMDB, Service Catalog, HAM, SAM.
• Lead integration of ServiceNow with other enterprise systems (Workday, Integra, etc.)
• Stay current with ServiceNow releases and new features and recommend adoption strategies.
• Advise Product Owner and Business Leadership on ServiceNow implementation and integration technical best practice
• Design and implement complex workflows, business rules, UI policies, client/server scripts and automation.
• Produce documentation necessary to facilitate usage of the system including user and admin guides.
• Collaborate with stakeholders to gather and document solution requirements for critical incidents and requests.
• Provide expertise and lead delivery of all major releases/upgrades from ServiceNow.
• Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
• Monitor system performance and proactively identify and resolve issues.
• Support System Admin in developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.
• Provide mentorship and guidance to junior administrators and developers.

Key Working Relationships: 

• Position Reports to: Associate Director, Business Systems — IT

Other Internal and/or external contacts: 

• Internal: Application users and system stakeholders
• External: Software and system vendors, Managed Services provider, Implementation partners

Job Requirements:

Experience Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
• Minimum 5 years of hands-on experience with ServiceNow administration
• ServiceNow Certified System Administrator (CSA) certification
• Strong understanding of ITIL processes and best practices
• Experience with scripting and integrations
• Experience troubleshooting, analytical, and communication skills