Servicenow Administrator

3 weeks ago

Toronto, Canada ADGA Group Consultants Inc Full time

Company Description

Our culture of commitment, trust, and accountability guides our business, fosters our growth, and is at the core of our relationships with clients, employees and consultants. Whether your projects are complex, large-scale requirements, or dependable, professional resources to execute on time, and on budget, you can count on ADGA to deliver. We are dedicated to your success.

**Job Description**:
ADGA is looking for a ServiceNow administrator to implement, maintain, validate, integrate, enhance, and support the ServiceNow environment to meet the needs of members, bureaus/departments, and the broader organization, while ensuring reliability and adherence to the security requirements for the solution.

**Responsibilities**:

- Subject Matter Expert (SME) responsible for the daily management of the platform, troubleshooting issues reported within the platform, resolving issues reported (when possible) or engaging the appropriate internal or external resources to resolve issues beyond scope;
- Collaborates with internal and external stakeholders to design and deliver new features, functionalities, and upgrades to the platform;
- Proposes, implements, and maintains process automation capabilities to reduce manual efforts across services provided by ITS;
- Coordinates testing and quality assurance activities associated with modifications, updates, or upgrades to the platform;
- Participates in the implementation of new modules to the ServiceNow platform;
- Builds, maintains, and enhances reports, dashboards, and other data exports to improve operational visibility and enhance decision making for IT Leadership and other stakeholders;
- Collaborates with stakeholders across the organization to promote awareness of the ServiceNow platform functionalities and improve user adoption;
- Monitors usage and manage audits and overall compliance within the ServiceNow platform;
- Performs standard daily, weekly, monthly maintenance, and overall system health checks;
- Develops and maintain processes, procedures, documentation, manuals, Standard Operating Procedures (SOP), guides and work instructions, as required;
- Creates and maintains documentation pertaining to all environment customizations within the ServiceNow platform, to ensure smooth transitions between updates and upgrades;
- Configures and maintain Service Level Agreement (SLA), service catalog items and workflows;
- Works closely with internal and external stakeholders to configure and improve core platform capabilities in accordance with best practices;
- Stays current on Best-Practices for the ServiceNow platform and coordinate and/or implement such measures, to enhance or sustain optimal performance;
- Leads release planning, release governance, risk assessment, milestone management, release prioritization, status reporting, production readiness review and change implementation for the ServiceNow platform;
- Maintains current knowledge of the ServiceNow platform and related technologies. Areas to maintain current knowledge include, but are not limited to future releases, product enhancements, upgrades and plugins;
- Performs standard routine maintenance checks, as well as overall system health checks;
- Verifies the Discovery schedules;
- Verifies Configuration Item identifiers and reconciliation rules;
- Performs Service Mapping of the business services;
- Develops Service Mapping patterns as required;
- Participate in the evaluation and assessment of roadmap initiatives related to the ServiceNow platform;
- Creates or modify notifications or User Interface (UI) elements within the platform; and
- Performs additional duties as assigned.

**Qualifications**:

- A College Diploma or University Degree in Information Technology, Information Systems Management, Business Administration or an equivalent combination of education and qualifying work experience;
- Minimum of the current ITIL Foundation Certification;
- ServiceNow Certified System Administrator or Certified Implementation Specialist or Certified Application Developer;
- Minimum of 3 years of hands-on implementation and administration experience on the ServiceNow platform particularly in the following areas: Discovery, Configuration Management Database (CMDB), Change Management, Hardware Asset Management (HAM), Software Asset Management (SAM), Incident Management, Major Incident Management, Knowledge Management, Service Request, Problem Management, Now Mobile Virtual Agent, Reporting, Mobile Agent, Service Catalog, Service Portal, Service Mapping, Survey Management, Reporting and Performance Analytics;
- Demonstrated understanding of CMDB and ITIL concepts, particularly IT Service Management (ITSM);
- Demonstrated knowledge of ServiceNow implementation and administration best practices;
- Demonstrated experience in workflow analysis, process design, implementation and re-engineering;
- Strong background in ServiceNow workflows with proven ability to design, build and deploy Service R

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