Sr. Application Administrator – ServiceNow

Job Description

We are seeking a highly skilled and experienced Application Administrator to join our team at Dairy Farmers of America (DFA). As a key member of our IT organization, you will play a crucial role in evolving our ServiceNow implementation to maximize the system's effectiveness and drive business workflow productivity and accuracy.

Key Responsibilities

• Administer ServiceNow platform aligning with IT policies, processes, and procedures with ITIL emphasis
• Resolve incidents and fulfill service catalog requests assigned to ServiceNow support team
• Perform administration and management for users, groups, roles, categories, etc.
• Recommend process enhancements and improvements using ServiceNow modules
• Review ServiceNow usage and identify opportunities for increased usage and effectiveness
• 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 data ownership charter and ensure clear data management assignments
• Oversee ServiceNow system and data security and ensure compliance with DFA Security standards
• Maximize user self-service opportunities and establish communication and data transfer integrations with other systems
• Provide occasional on-call support of systems outside of regular business hours

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 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)
• 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
• 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