ServiceNow Administrator

The ServiceNow Administrator will work within Platform Stream with parallel focus on Analytics  is responsible for the designing, testing, implementing and maintaining IT and business solutions using the ServiceNow platform.

 This includes trouble-shooting, writing instructions and documentation, working with other technical and non-technical team members, as well as looking for ways to improve existing business processes and solutions. He/she will work with a team to manage the configuration, implementation and mainte-nance of multiple ServiceNow applications in a fast paced organization.
 

• Supports analyzing requirements, developing specifications and designing innovative solutions to business problems 
• Documents the technical requirements/as-built documentation
• Maintains ServiceNow support processes and checks that all requests for support are dealt with according to agreed procedures
• Development, configuration and improvement of workflows and processes
• Performs day to day support, administration and maintenance of the ServiceNow platform
• Manage upgrade planning and execution 
• Performs failure analysis and provides recommendations for continuous improvement
• Investigates and resolves issues (2nd level support) including performance monitoring
• Prioritizes and diagnoses incidents according to agreed procedures
• Documents and closes resolved tickets according to agreed procedures
• Escalates unresolved incidents
• Provides “Go Live” support after introduction of new solutions
• Uses his/her experience in ITIL processes to manage interfaces 
• Writes knowledge articles and supports end users by answering questions and providing basic training on applications, policies and procedures
• Develops clear and concise technical and process documentation
• Supports multiple projects simultaneously in a fast-paced environment
• Works in an agile environment and is familiar with agile development methods 
• Ensures that implementations and ongoing services are delivered on time and meet client requirements 
• Supports projects by resolving fairly complex program problems
• Supports internal service review meetings covering performance, quality aspects and processes
• Provides training for the tool’s functionalities in person and/or through other methods
• Work closely with the SOM architects and development team to assist in the appropriate extension, integration or development of the platform

• Minimum 1+ year of ServiceNow administration experience
• Qualified IT specialist (apprenticeship) or Bachelor’s degree in Computer Information Systems, Management Information Systems, Computer Science or another related field 
• ITSM experience and knowledge
• Good understanding of ITIL 
• Good understanding of ITSM, Platform and ITOM related services
• Fluent in English language skills (verbal & written)
• CSA Certification

About the job

Service & Operations Management Function is responsible for the overall orchestration, control and management of service delivery processes across all services and service providers to enable service management and seamless delivery of end-to-end services within SLA.