Sr. Application Administrator – ServiceNow

Help DFA evolve our ServiceNow implementation to maximize the system's effectiveness and help drive IT and business workflow productivity and accuracy. Work with a great deal of autonomy, helping to transform the IT lead team's process desires into a practical reality. Apply a variety of IT and ServiceNow responsibilities to guide the IT organization through the required transformations needed to... maximize effectiveness

Job Duties and Responsibilities:

• Administer ServiceNow platform to align with IT policies, processes, and procedures with ITIL emphasis
• Resolve incidents and fulfill service catalog requests assigned to ServiceNow support team
• Perform administration and managing for users, groups, roles, categories etc.
• Understand DFA IT and other business processes and make recommendations relating to how those processes can be incorporated into the current or future ServiceNow modules to enhance process effectiveness and simplicity
• Understand the ServiceNow platform and make recommendations for the ServiceNow enhancement roadmap
• Review ServiceNow usage and identify improvement opportunities that would lead to increased usage and effectiveness of the product set
• Lead new module implementations through design, build, and launch phases
• Maintain the ServiceNow instance and ensure compliance by performing regular version updates
• Establish service health monitoring and response plans and ensure function availability
• Manage subscription licensing and project future needs
• Establish a data ownership charter and ensure that all tables/items have clear data management assignments
• Oversee ServiceNow system and data security and ensure compliance with DFA Security standards
• Where possible, maximize opportunities for user or advanced user self-service through the establishment of policies and the distribution of techniques such as flow designer
• Establish communication and data transfer integrations with other systems of record needed to keep the ServiceNow data relevant and accurate
• Provide occasional on-call support of systems outside of regular business hours
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

Requirements:

Minimum Requirements:

Education and Experience

• Bachelor's degree in Information Technology or related field (or equivalent combination of education and experience)
• 8 or more years of relevant work experience
• Experience in development, design, and implementation of ServiceNow environments and ServiceNow Admin
• Experience using a variety of abstract datasets/structures to produce user friendly analytics and data visualization
• Experience with Service Catalog, creating items, and workflows, including Order Guides
• Experience with service portal development and administration including familiarity with CSS, HTML, JavaScript
• Experience with Workflow & Flow Designer
• Experience with integrations using external technologies via API (SOAP, REST etc.)
• Experience with mobile agent configuration & development preferred
• Certification and/or License – ITIL; ServiceNow preferred

Knowledge, Skills and Abilities

• Knowledge of JavaScript, HTML, CSS, XML, and other web-based programming
• Knowledge of ITIL foundation concepts
• Skills with ITOM: Discovery, Service Mapping, Event Mgt, CMDB, CI lifecycle
• Skills with ITBM: Project Portfolio mgt, Demand mgt, Resource Mgt, Agile
• Knowledge of working with ServiceNow customer support
• Knowledge of Instance Security Center
• Able to lead cross-functional teams consisting of IT and business participants to define and accomplish desired outcomes
• Able to identify proposed change impacts on multiple ServiceNow modules
• Able to translate technical functions and approaches to a business audience
• Able to lead and execute ServiceNow platform version updates
• Able to identify and troubleshoot complex problems, take appropriate steps to find solutions, and make and implement recommendations
• Must be able to read, write and speak English

An Equal Opportunity Employer