ServiceNow Admin

Company Description

NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Role Description

This is a full-time hybrid (3 days in office) role for a ServiceNow Admin in Plano, TX. The ServiceNow Administrator shares the responsibility of managing the IT service catalog, together with the ServiceNow Platform Owner. The ServiceNow Administrator develops and maintains the IT Service Catalog, including service descriptions, service matrices, operating procedures, and metrics, application service owners, dependencies, and asset relationships. The position identifies ITSM/ITIL and process-related organizational changes and provides recommendations to the IT leadership team. The ServiceNow Administrator works with the ServiceNow Architect and CMDB Data Manager and reports to the Manager, ServiceNow. If you meet all the qualifications, you will also need to fill out an application on our company website with all required skills clearly noted.

Responsibilities:

• Oversee the functional and business process portion of ServiceNow for NTTA.
• Act as a trusted advisor, providing expert guidance on ServiceNow capabilities, customization options, and best practices.
• Coordinate and take the lead role for the technical/functional development and support of the assigned ServiceNow requests, projects, and tasks.
• Ensure a mutual understanding of the request and the proposed approach/response between both the NTTA and the business user before beginning work on a request.
• Coordinate and execute all development aspects, including reports, integrations, interfaces, conversion programs, database design and creation, and enhancements.
• Document requirements, or user stories in detail, as determined by the NTTA.
• Document the progress and other details relating to the work being performed within the appropriate NTTA’s systems of record, such as ServiceNow RITMs, tasks, etc.
• Perform technical functions that are within the scope of this position. These include, but are not limited to, configuring, coding, testing, writing automated test scripts, data loads, and scripting, system log review, license consumption, user access & user maintenance.
• Perform and/or coordinate the Unit, System Integration, User Acceptance, and other testing as specified by the NTTA.
• Research and resolve system defects, lead root cause analysis, and drive permanent resolution.
• Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes.
• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders; documents and demonstrates changes as needed.
• Supports change implementations, proactively identifies and resolves potential issues resulting from the changes and performs access and/or physical provisioning or deprovisioning (additions, modifications, and deletions) for infrastructure and applications.
• Provides full lifecycle management of the infrastructure and application environments.
• Provide focus on ease of use for the customers, users, and management.
• Review, advise, and approve changes and designs to ensure NTTA’s needs are met and follows the standards and policies.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.

Qualifications

• A bachelor’s degree in any field or an equivalent combination of education and experience.
• 5+ Years experience in delivering ServiceNow services with at least 2+ years of ServiceNow development with 1 year experience working with ServiceNow’s GenAI model Now Assist.
• At least two prior support and enhancement projects as a functional or technical lead.
• Experience working with and giving presentations to senior leadership and stakeholders.

Preferred

• Bachelor's degree in business management or information systems.
• Knowledge of ITIL / ITSM practices and methodologies.
• Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist - any path with 2-3 years of experience working in a Business Analyst capacity.
• Strong analytical, technical and problem-solving skills.
• Excellent leadership and project management abilities.
• Exceptional communication and interpersonal skills.
• Strong understanding of ITIL, ITSM, ITOM, ITAM, and business processes.