ServiceNow Systems Administrator

Vision Technologies, Inc - Annapolis, MD (30+ days ago)


Description:

Vision Technologies currently working on a proposal for state agency to provide ServiceNow Systems Administrator for a one year contract with two option years.

This is a full time role for an experienced ServiceNow Systems Administrator capable of managing projects and the other ServiceNow resources. The Administrator’s skills must be broad enough to provide assistance with development and analysis as required.

Responsibilities

This position’s primary responsibilities is the overall administration of the ServiceNow instance, integration with other IT systems, overall health of the system and data and assisting the IT Service Management team with prioritizing the use of the SN resources.

 Perform day-to-day support, administration and maintenance of the ServiceNow platform (Production, Development and Test instances) including scripting, configuration, integrations and administration

 Configure and manage Discovery and Orchestration

Work directly with end users to resolve support issues within SN

 Facilitate the resolution of high severity SN problems/events to minimize customer

impact

 On-call support, as required

 Perform installation and testing of ServiceNow updates and new releases

 Manage update sets and promote changes

 Follow established JIS change control procedures

 Develop systems integrations and process automation

 Design, create and configure Business Rules, UI Policies, UI Actions, Client Scripts

and ACLs including advanced scripting of each (including CMS and advanced integrations)

 Design, create and configure Notifications, UI Pages, UI Macros, Script Includes, Formatters, etc. in SN

 Facilitate Problem post-mortem reviews to identify causal factors and root causes. Work with internal IT users to develop and implement corrective actions

 Perform analysis of incident and problem events to identify trends and service improvement opportunities. Develop recommendations based upon analysis and drive organizational efforts to implement.

 Monitor health, usage and overall compliance of ServiceNow and its applications

 Monitor, control and manage system security in accordance with JIS Security Policy

 Work with IT Service Management process owners to build requested items and tasks using workflows to manage processes and meet business requirements

 Document and maintain functional business requirements, process flows and business use cases

 Develop and maintain dashboards; report on KPIs and metrics in SN Performance Analytics & Reporting

Qualifications

Qualifications of the successful candidates include:

 Comprehensive understanding of Service Management processes

 Possess an in-depth knowledge of the technical implementation of various ServiceNow modules including: Incident, Problem & Change Management, Service Catalog, Knowledge Management, Configuration Management, Reporting, LDAP, SSO, MID Server, Inbound/Outbound emails and Discovery  Familiar with LDAP, MS Active Directory, ADFS and integration with ServiceNow

 Experience with JavaScript, XML, HTML

 Familiar with Service Oriented architecture and web services integration (SOAP, WSDL, REST)

 Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production

 Excellent analytical and creative problem-solving skills / Technically savvy and able to design and build applications that meet business goals and objectives

 Self-motivated, creative problem-solver who can adapt to new technologies and evolving customer requirements

 Capable of working independently as well as in a team environment

 Able to communicate (verbal and written) in a clear and concise manner, tailoring the communication appropriately to the intended audience

 Excellent active listening skills

 Service oriented attitude

 Capable of dealing with and managing conflict

 Excellent negotiation and persuasion skills

 Able to work effectively in an environment with many competing and high priority demands

Education/Experience

 BA/BS Degree in an information technology or a related discipline or comparable combination of education and successful demonstrated experience

 5-8 years’ experience as a technical resource in delivery engagements; 2 years technical lead experience

 Minimum 1-3 years direct experience as a ServiceNow administrator configuring core ServiceNow modules in an enterprise environment including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions

 ServiceNow System Administrator Certification required

 ITIL V3 Foundation certification preferred

 1-3+ years ServiceNow experience

Job Type: Full-time

Experience:

  • ServiceNow modules; Incident, P&C Mgmt., LDAP, Etc.: 2 years (Preferred)
  • working directly with end users, resolving SN support issues: 2 years (Preferred)
  • ServiceNow Administration: 2 years (Required)
  • designing/creating business rules, UI policies, UI actions: 2 years (Preferred)
  • designing, creating & configuring notifications: 2 years (Preferred)

Education:

  • Bachelor's (Preferred)

Location:

  • Annapolis, MD (Preferred)

License:

  • ITIL v3 (Preferred)

Work authorization:

  • United States (Required)