Job Description
Key Responsibilities :
- Design, configure, and implement ServiceNow solutions to streamline ITSM and ITAM processes, including Incident Management, Change Management, Problem Management, Service Catalog, Asset Tracking, Software Asset Management (SAM), and Configuration Management Database (CMDB).
- Collaborate with stakeholders to gather requirements, analyze business needs, and translate them into technical solutions within the ServiceNow platform.
- Provide ongoing support, troubleshooting, and maintenance of existing ServiceNow implementations, ensuring system availability, performance, and reliability.
- Conduct end-user training sessions and create documentation to facilitate knowledge transfer and adoption of ServiceNow functionalities.
- ServiceNow module agnostic, with the ability to administer the product as a whole and within the modules purchased.
- Perform back-end maintenance tasks, including configuration and occasional support.
- Implement improvements and changes, such as field changes (new fields, delete fields, change field requirements), workflow changes, reports management, and dashboard management.
- Prepare for upgrades, including recommending upgrade schedules, reviewing upgrade scope, preparing test scripts, and coordinating testing preparation.
- Conduct upgrade testing, including testing the Dev environment against test scripts, testing the Prod environment against test scripts, and validating skipped items.
- Understand ServiceNow's capabilities for expansion, assess CTR's needs, and provide recommendations for using additional ServiceNow modules.
Qualifications :
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 3-5 years of hands-on experience in ServiceNow platform administration, configuration, and development, with a focus on ITSM and ITAM modules.
- In-depth knowledge of ITIL framework and IT service management processes, including Incident, Change, Problem, and Release Management.
- Proficiency in IT asset lifecycle management, software asset management (SAM), and license compliance.
- Strong understanding of relational databases, SQL, web technologies (HTML, CSS, JavaScript), and web services (SOAP, REST).
- ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in IT Service Management or IT Asset Management are highly desired.
- Excellent communication skills with the ability to collaborate effectively with cross-functional teams and communicate technical concepts to non-technical stakeholders.
TASKS AND ACTIVITIES
- ServiceNow module agnostic, the person should be able to administer on the product as a whole and within the modules we purchase.
- Back-end maintenance. The individual will learn our configuration upfront work, then occasional support
- Improvements and changes occasional supportField changesNew fieldsDelete fieldsChange field requirementsWorkflow changesReports managementDashboard management
- Upgrade preparation either annual or bi-annualRecommend upgrade scheduleReview upgrade scope and prepare recommendation for either skipping or adoptingPrepare test scriptsCoordinate testing preparation
- Upgrade testing either annual or bi-annualTest Dev environment against test scriptsTest Prod environment against test scriptsValidate skipped items (items that ServiceNow does not recognize in our environment)
- Understand ServiceNow's capabilities for expansionUnderstand CTR's needs and provide recommendations for using additional ServiceNow modules
ServiceNow Expert
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