Sr. ServiceNow Admin - Hybrid

Sr. ServiceNow Admin

Location: Oklahoma City, OK or Tulsa, OK- Hybrid...

Description: The Sr ServiceNow Administrator will work closely with business partners and managed service provider to provide oversight, support and guidance on the implementation and support of functional and technical requirements within the enterprise ServiceNow ITSM solution. This also includes administering and growing the ServiceNow platform for increased use and efficiency around the organization. Responsible for supporting the existing ITSM product modules and working with the service and process owners to resolve issues/defects. Responsible for overseeing the implementation of enhancements, working with the business owners as part of the development team and working with managed service providers.

Responsibilities:

• Responsible for working with and leading managed service partners on ServiceNow technical design, development, documentation, system maintenance, system deployments, and version control.
• Expertise in ServiceNow Technology; proactively using the most current technology to deliver a high-quality product to facilitate and support client service and improve efficiency.
• Support the design of ServiceNow integrations and work with business owners, process owners and managed service providers for implementation.
• Work with managed service provider to perform verification and regular audits of CMDB information.
• Develop clear and concise technical & process documentation.
• Work with business users to identify and refine business requirements and workflows.
• Provide management information about Configuration Management, quality and operations, and risks for trending.
• Participate and collaborate in requirement analysis, User Acceptance Testing (UAT), and deployments, as well as sprint planning and strategic short term and long-term roadmap.
• Monitor health, usage and overall compliance of the application.
• Proactively research future ServiceNow upgrades and versions to ensure that the impacts of upgrades and versions are known and that all key stakeholders are briefed on impending changes.
• Provide advanced technical support and troubleshooting for incidents, problems, and service requests related to the ServiceNow platform.
• Investigate and resolve complex issues, working closely with cross-functional teams and vendors as needed.
• Understand the business context, collaborate with stakeholders to gather requirements, analyze business processes, and translate them into sustainable technical solutions within ServiceNow through analysis, testing, training and implementation.
• Ability to design user-friendly interfaces within ServiceNow, enhancing the overall user experience for employees and customers.
• Configure and customize ServiceNow applications, modules, workflows, forms, and UI components to meet business requirements.
• Design, develop, and implement custom solutions, integrations, and enhancements on the ServiceNow platform using JavaScript, HTML, CSS, and other relevant technologies.
• Create and maintain ServiceNow workflows, business rules, UI policies, and client scripts to automate processes and improve efficiency.
• Establish and enforce governance policies, standards, and best practices for ServiceNow development, configuration, and usage.
• Ensure compliance with regulatory requirements, security standards and ITIL framework principles within the ServiceNow environment.

Qualifications:

• Bachelor’s Degree or equivalent combination of education and experience.
• Demonstrated understanding of ITIL processes, operations and procedures.
• Understanding of ITSM best-practice processes, with Configuration Management and Asset Management experience.
• Experience with ServiceNow analysis, configuration, development and delivery of ServiceNow customizations and solutions is highly desirable.
• Preferable expertise in Incident, Change, Problem, Asset, CMDB, Service Catalog, Report, and Workflow customizations and scripting.
• Preferably ITIL, ServiceNow System Administrator, and ServiceNow Implementation Specialist certified.
• Experience leading technical functional discussions.
• Strong written and verbal communications skills with the ability to present and explain technical information to diverse audiences.
• Strong interpersonal and employee relations skills.
• Able to write detailed documentation (project specifications, requirements, and plans) for both technical and non-technical audiences.
• Able to function well in a fast-paced and adaptive environment.
• Experience with ServiceNow modules such as CSM, SPM, ITSM, SOM, CM, CMDB and Incident Management
• Experience with ServiceNow forms, fields, views, lists, UI policy and actions
• Strong understanding of ServiceNow module management and modification including the ability to troubleshoot ServiceNow ITSM functionality issues

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