This position is a vital member of the Development Support team as an integral application subject matter expert primarily focused on ServiceNow administration and configuration. The analyst must be able to work with external vendors and internal application administrators. In addition, they must be able to review, analyze, and modify the application configurations to include process work flows, testing, debugging and implementation of applications.
The qualified candidate must be able to identify current operating procedures and clarify application objectives. The candidate will confer with various departments to support multiple software applications and determine product objectives. The candidate is responsible for working directly with IT Management to align ServiceNow with IT organization strategy; maintaining and supporting ServiceNow operational functions; monitoring health, usage and overall compliance of the application; researching and deploying new releases and/or enhancements into the ServiceNow live environment; quickly ascertaining the needs of the customer by carefully listening, and accurately logging calls in a comprehensive manner; using existing documentation to diagnose a situation, solve the problem, and document the solution; communicating with customers over phone, email, remote support, and in-person in a professional, clear, and concise manner.
The candidate will be responsible for the technical configuration and Tier 2 or 3 technical support for ServiceNow and will provide configuration management support for software baseline control efforts and is responsible for maintaining software documentation inventory and configuration baselines. This position is very challenging, requiring solid understanding of System Center Configuration Manager (SCCM) application technology and the flexibility afforded within the configuration composition.
Configure ServiceNow for new and existing software implementations; configurations include user setups, Interface setups, request/configuration coordination of applicable application server(s)
Business Process Flow development and troubleshooting
Provide Tier 2 and/or Tier 3 technical support of assigned application for Helpdesk and site users.
Perform/Coordinate analysis of application specific updates/upgrades by testing updates in a dev/QA environment, ensure proper QA is performed and submit change control requests once ready for production.
Work closely with Data Architect concerning data integration opportunities
Work closely with database administrators and data architect for integration and data troubleshooting and provide them with application specific knowledge when necessary.
Thoroughly document application configuration processes and procedures.
Work with Network Services to obtain applicable virtual servers for testing when necessary and assist them with troubleshooting application integration issues.
Work closely with Cyber Security to ensure compliance
Required Education and Experience
Relevant Bachelor’s Degree and 7 or more years of experience or equivalent relevant education/experience.
Or, relevant Master’s Degree and 5 or more years of experience or equivalent relevant education/experience.
Required Knowledge, Skills and Attributes
Applies extensive IS expertise in specific field and has full knowledge of related disciplines. Must have extensive programming and architecture abilities with various computer software programs and information systems.
Additional Required Knowledge, Skills and Attributes
At least 3 years of previous ServiceNow administration experience, including custom development, configuration, and administration
The ideal candidate should have experience developing custom, complex workflows and applications in ServiceNow
Experience is supporting desktop and system integration services
Solid understanding of applications components (i.e. Component Object Model (COM), windows services, ODBC configurations, Information Internet Service (IIS) Virtual Directories) and how to assist in troubleshooting these components
Deep understanding of ITIL service lifecycle
Experience with RESTful and SOAP Web Services
Experience working with Project Managers with ability to accurately estimate level of effort / duration on projects and tasks.
Understands and follows SDLC guidelines and practices
Positive attitude, relaxed demeanor, and perseverance required to troubleshoot/resolve complex technical issues while balancing multiple priorities
Experience working in a SQL Service database environment
Planning, scheduling, testing and deployment of new product releases
Training of users and backup administration resources as required
ServiceNow Certified System Administrator
Advanced System Admin
ITIL Foundation v3.0
Experience in Microsoft Office products including MS Projects and Visio. Basic knowledge of object oriented programing concepts and data modeling would be a plus.
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