ServiceNow Administrator

As a ServiceNow Administrator, you will play a crucial role in managing and optimizing our ServiceNow environment. You will be responsible for implementing ITIL processes, managing user access, and ensuring the platform’s performance and reliability. This position requires a proactive individual with strong problem-solving skills and a deep understanding of IT service management. Work involves coordinating the planning, gathering and analysis of user requirements, procedures, and problems to drive platform enhancements and optimizations. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

**Remote = Individuals in this position may work at an approved off-site location; however, they may be required to occasionally visit an on-site location in Austin, Texas.

Responsibilities

Essential Functions

Utilize standardized department tools/software systems to plan task/projects and track progress toward milestones and deadlines.

Manage and maintain the ServiceNow instance, including user and group management, instance performance, and regular checkups.

Clearly and thoroughly document customer’s needs and translate those into workflow diagrams, use cases and requirements.

Implement and manage ITIL processes such as Incident Management, Change Management, Problem

Management, and Request Management.

Maintain CMDB health by using Discovery or equivalent methods to support Assets and Configuration.

Collaborate with extended team and review test cases for accuracy and completeness.

Oversee the training of staff prior to the implementation of technical and/or computer systems and offer advice and guidance during the implementation process.

Create and maintain process and knowledge documentation for team and users.

Utilize ServiceNow Import Templates for data loading and extraction for reporting purposes.

Develop, analyze, and revise systems design procedures, program lines of code, test procedures, and quality standards.

Collaborate with Project Management Office (PMO) staff and serve as a subject matter expert (SME) during project planning and the lifecycle of the project.

Have the ability to work outside of standard business hours

Qualifications

MINIMUM EDUCATION:

High School Diploma or equivalent and four (4) years of demonstrated competence in Information Technology

Bachelor’s degree

MINIMUM EXPERIENCE:

2 years of experience Strong knowledge of ITIL best practices and IT Service Management

2 years of experience Proven experience in configuring and managing core ServiceNow modules, including Incident, Problem, Change, and Service Catalog.

2 years of Experience with the ServiceNow platform.

PREFERRED EXPERIENCE:

2 years Familiarity with cloud computing concepts and Software as a Service (SaaS) architecture

1 year Experience working on a team utilizing Agile, Waterfall, or Six Sigma methodologies

2 years Experience with software development life cycle including writing requirements, performing QA, and doing relevant development/template work

1 year Hands-on experience with ServiceNow scripting, including Business Rules, Client Scripts, and UI Policies

REQUIRED CERTIFICATIONS/LICENSURE: Failure to acquire the certification(s) by the below deadline(s) will result in termination of employment immediately after the deadline has passed. Certification/licensure renewal deadlines must be maintained by the individual employee, as applicable.

ITIL certification within 6 months of hire

CPM (Certified Product Manager) certification required within 1 year of hire

Regular Full-Time