About the client:PSS has been mandated to hire a
Service Now Administrator for a leading producer of french fries and potato specialties in the world.
Job Purpose
Reporting to the ServiceNow Platform Manager, the ServiceNow Administrator will be responsible for day-to-day operations of the ServiceNow instances, data integrations, workflow automation, and maintenance of the configuration management database
Key Responsibilities
- Monitor health, usage, and overall compliance of ServiceNow and its applications
- Assist in building and maintaining internal technical documentation, manuals, policies, and processes
- Coordinate/perform application and platform upgrades, cloning schedule, and patching cycles
- Develop systems integrations and process automation
- Configure and maintain SLA, catalog items, and their associated workflows
- General support, administration, and maintenance of the ServiceNow platform and associated applications
- Working closely with IT partners to configure and improve core platform capabilities in accordance with ITIL best practices
- Ensures CMDB is current, accurate, and stable
- Responsible for maintaining data/IT configuration items and data governance for the platform
- Responsible for maintaining data integrations such as Discovery or 3rd party solutions
- Maintain discovery health (troubleshooting discovery issues with known and unknown IPs and any network devices), and work with Service Mapping and integrations which include MID server builds.
- Create an assessment of needs for existing CMDB, and create a project plan to operationalize existing CMDB.
- Serve as a subject matter expert for the CMDB, Business Applications, and Service Mapping
- Must be available to participate in On-Call shifts.
Educational Qualifications And Experience
- 3+ years of managing the ServiceNow platform, preference will be given to candidates with CMDB Discovery and Service Mapping experience.
- Experience working with Application owners to understand the Application Topology and Relational requirements to fulfill Service Mapping requirements.
- Bachelor's degree in computer science, information systems, or other related field (or equivalent work experience).
- Broad exposure to IT infrastructure and application landscape ideally with technical depth in a discipline/ITSM process.
- Experience in administering, monitoring, reporting, and maintaining a CMDB ServiceNow.
- Customer service: experience working with users to understand and resolve issues.
- Empathetic listening: the ability to convince the user considering what he/she is experiencing.
- Qualification in ITIL 4 (desired).
Additional Information
Key internal relationships: ServiceNow Platform Manager, IT Workplace and Regional Service Managers, IT Application Support, IT Architects, ITSM Manager, Network Services, IT Security, IT Operations (internal and external).
Key external relationships: External vendors, partners, and service providers.
Travel: as required.
Job is primarily performed in a standard office environment. However, this could be done remotely during the COVID pandemic period.
