ServiceNow Administrator (Contract)

The ServiceNow Administrator will provide support for the Managed Services tool sets and supporting processes and procedures. This includes daily support on operational needs and ticket management/distribution to ensure all client access management requests are handled in a timely fashion. The ServiceNow Administrator will also provide Subject Matter Expert (SME) support for the ITSM ticketing system.

Reporting to the Manager Infrastructure, Managed Services, this role will engage regularly with system stakeholders and cross-functional teams to ensure the smooth, ongoing operations of our Keystone Technical Support Center and ticket management systems and their proper evolution to meet ever changing business needs.

The successful candidate will have a solid background in supporting external customer-facing systems and an understanding of IT service management principles and best practices. They should also have a good working knowledge of industry-leading IT help desk tools and trends.

Major Responsibilities

1. Responsible for the delivery, maintenance, and support of the enterprise ServiceNow application. Designated subject matter expert of the ITSM Ticketing System and providing system administration duties for critical tools and applications for the Managed Services teams. Support end users and key stakeholders in a timely and professional manner to support daily operations.
2. Act as SME with respect to technical and functional design requirements, general data concepts, mapping, and relationships.
3. Troubleshoot and fix issues related to ServiceNow.
4. Provide administrative support of users, roles, and groups.
5. Provide technical support of the existing ServiceNow environments, applications, and modules.
6. Maintaining and reviewing effectiveness and efficiency of all ITSM processes.
7. Support the upgrades and evolution of ServiceNow.
8. Monitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requests.
9. Work with other members of the Platform team on an as needed basis to ensure that the design and processes meet technical requirements.
10. Validate Service request requirements and work them to completion in ServiceNow.
11. Participate with operational teams to identify enhancement opportunities for improvement and work to implement enhancements.
12. Other Sys admin duties as assigned.

Platform Management

Define/maintain process and procedure documentation to support Service Operation best practices.

1. Build and maintain key artifacts for operational support (process and procedure documentation, workflows, checklists etc.).
2. Provide training and guidance to support teams, includes new hire onboarding, new features.
3. System Audit requirements – regularly review access management to key systems to ensure that systems are secure and audit requirements are met (SOC audit).
4. Reporting and data analysis.
5. Other process mgmt. activities as assigned.

Skills

1. Excellent communication and customer service skills.
2. Proven ability to learn.
3. Good understanding of ITIL methodologies.
4. 2-3 years’ experience of ITSM industry experience.
5. Experience working in the ServiceNow platform is a requirement for this position.
6. Working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management is an asset.