ServiceNow System Administrator

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ServiceNow System Administrator

Brooksource

Fortune 500 Utility Client

Houston, TX

Summary:

Our client is seeking an experienced ServiceNow Administrator to join their team. This role is responsible for modifications to ServiceNow’s core ITSM system functionality (doing patch work, managing annual upgrades, administrating access for correct roles and groups), creation of new applications and understanding of various system integration needs, as well as some incident management. This position will work closely with other administrators, as well as developers on the day-to-day administration of their ServiceNow system's health and ability to serve the enterprise.

There will also be the opportunity for this individual to assist with development work to enhance the platform's Service Catalog which allows users to fill out a form to make requests. They will be helping to add new catalog items and features as well as enhancing the current form and workflow process. Other development work could include new integrations with SAP.

Essential Duties/Responsibilities:

• Responsible for development, maintenance and support activities for the ServiceNow System to ensure optimal performance.
• Analysis, design, development and implementation of ServiceNow platform initiatives
• Performs migration of code from development and test systems to production system.
• Create and maintain migration documentation.
• Maintains code control log and validates code migration documentation, in accordance with audit and change control guidelines.
• Provide technical leadership and training, perform peer code reviews and ensure the ServiceNow team follows development best-practices
• Responsible for overall ServiceNow code quality
• Responsible for reviewing requirements to ensure that they are provided in sufficient detail to be accurately estimated
• Attend regularly scheduled meetings to identify any tasks or user stories that are “at risk” and provides support as needed
• Work with management to design a Release Management process
• Work with management and key stakeholders to design testing strategies for Development, QA and User Acceptance Testing
• Design and develop solutions within the ServiceNow environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes
• Provide advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis
• Collaborate with System Administrators and ServiceNow Support concerning strategies and technical aspects of platform upgrades

Education:

• Bachelor’s Degree in Technology/Business or equivalent work experience
• ITIL v3 or 2011 Certification
• ServiceNow System Administrator Certification

Experience:

• 2-4 Years of ServiceNow experience. Implementation; Incident Management; Knowledge Management; Change Management; Service Catalog; Asset Management; Problem Management, CMBD; Integration and Discovery
• Experience with MySQL, Oracle, DB2 databases
• Experience with Client Scripts, UI Policies, Business Rules, Advanced Reference Qualifiers, Reporting, Security through Access Control Rules and Graphical Workflows
• Strong documentation experience to capture client as-is/to-be process workflow
• 2+ years of experience as System Administrator of other ITSM platforms
• 5+ years of experience using JavaScript, HTML, CSS, Ajax
• Understanding of software development methodologies (Agile, waterfall, etc.)
• Knowledge of LDAP/Active Directory
• Previous experience with relational databases such as MS SQL Server a plus

Additional Knowledge, Skills, Licenses/Certifications, Abilities & Personal Characteristics (KSLAPs):

• Must have solid understanding of web technologies (HTML, CSS, JavaScript)
• Must demonstrate commitment to compliance with applicable laws and regulations, the Company’s Ethics and Compliance Code of Conduct, and other Company policies and procedures, and take all required training courses.
• Must demonstrate respect for all individuals and adhere to the Company’s values and business practices.
• Demonstrate innovative thinking
• Ability to maintain calm demeanor when faced with difficult clients and situations
• Ability to prioritize and execute tasks in a fast-paced environment
• Strong customer-service orientation
• Good written and oral communication skills
• Ability to communicate in both technical and business language
• Excellent listening and interpersonal skills
• Ability to work independently with a high degree of initiative
• Ability to plan, schedule and track activities required for their successful completion
• Analytical and good problem solving skills
• Good communication skills – verbal and written
• Good interpersonal skills and function well in a team and multi-management environment
• Proficient in the use of MS Excel, PowerPoint, Word and Visio.
• Proficient in the use of SAP
• Organized and capable of multi-tasking
• Work well under pressure and can work overtime when needed

Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

JO-2404-145430

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