ITSM ServiceNow Administrator

The ITSM ServiceNow Administrator is responsible for designing, developing, and deploying ServiceNow solutions. The ServiceNow Admin will be working with the various GFL Business units and the ITSM team to understand the requirements and develop elegant solutions that meet those needs. The ServiceNow Admin will be a key member of the ITSM team and must work independently and collaboratively. This role requires strong understanding of the ServiceNow platform and experience in web application development using JavaScript, HTML, CSS and AJAX.

Key Responsibilities:

• Minimum 3 years of experience in configuring ServiceNow which involves various modules, 3rd party integrations and building custom applications.
• Good hands-on knowledge and experience of JavaScript / HTML / CSS / AJAX/ Angular/ Bootstrap / Jelly Script.
• Participate in design reviews and come and participate in all possible solutioning.
• Analyzing technical development requirements.
• Strong technical knowledge of all ServiceNow modules and Custom Application Development.
• Deploying solutions in a test environment and working with QA teams to ensure quality.
• Perform platform upgrades and review skipped updated.
• Implement best practice in coding and design as per ServiceNow standards and community guidelines.
• IT experience working within a large enterprise on implementation initiatives and 3 to 4 years of experience in SNOW development.
• Follow ITL processes to develop solutions.
• Find opportunities to automate and enhance the end-user experience.
• Scripting in various areas (Business rules, Client scripts, UI Actions, Access control lists, UI Policies, Portal pages and UI Pages).
• Reporting and Dashboard setups.
• Knows to configure flows or workflows and have experience in Service Catalog development.
• Conduct assessments of new plugins and installations and configuration to setup business process.
• Work in conjunction with Program Managers to assist with technical program level activities.
• Be the interface into ServiceNow for technical and vendor interactions.
• Be a key member of the overall implementation project team.
• Completing detailed documentation for workflows and services implemented within ServiceNow.
• Implementing access controls to ensure an appropriate least privilege approach to solution design.
• Designing and developing new ServiceNow applications, workflows, and services.
• Evaluating ServiceNow platform performance, debug software problems, and making recommendations for problem resolution.
• Effective time management, team handling and organizational skills. 
• Very good verbal and written English communication skills.

Knowledge, Skills, and Competencies:

• 7+ years IT Service management experience.
• Certifications: ITIL Foundation, Certified System Admin, Certified Application Developer, Certified Implementation Specialist.
• Ability to manage an organization with a large staff of highly trained IT professionals.
• Strong analytical, design and development skills including troubleshooting and integration of IT services.
• Strong competency in developing efficient and effective solutions to diverse and complex business problems using sound judgement and assertiveness when necessary.
• Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems.
• Able to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies.
• Able to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitments.
• Able to manage multi-cultural and multi-located teams.
• High willingness to drive transformation and service improvement.
• Strong customer / end-user / client service orientation.
 

---