Job Description
Responsibilities
• Platform Management: Oversees configuration and maintenance of the ServiceNow platform.
• User Administration: Manages user accounts, roles, and permissions.
• Workflow Automation: Designs and implements workflows to streamline business processes.
• Application Customization: Builds and customizes applications within ServiceNow.
• User Support: Provides support and troubleshooting for end-users.
• System Optimization: Monitors system performance and optimizes for efficiency.
• Integrations: Implements and integrates new systems or add-ons.
• Quality Assurance: Conducts testing to ensure system functionality and quality before deployment. Qualifications
• Bachelor’s degree from an accredited institution
• 10+ years related experience including:
• Proficient in configuring and customizing ServiceNow modules, including Incident Management, Change Management, and Asset Management etc.
• Skilled in developing automated workflows, forms, and dashboards to align with organizational processes.
• Experience integrating ServiceNow with enterprise systems such as HR systems, and financial tools.
• Ability to establish API connections for seamless data exchange between ServiceNow and external platforms.
• Knowledge of ServiceNow System Administration, including user roles, permissions, and access controls.
• Experience providing operational sustainment support to ensure ServiceNow remains functional and efficient.
• Skilled in creating real-time dashboards and generating custom reports for tracking IT service requests and performance metrics.
• Proficient in developing and maintaining a centralized knowledge base for IT solutions, FAQs, and troubleshooting guides.
• Ability to conduct stakeholder training to maximize platform adoption and effective usage.
• Experience developing and maintaining functional and technical documentation for ServiceNow tools and capabilities.
• Expertise in automating and deploying best practice processes to improve efficiency and reduce manual effort.
• Ability to align ServiceNow configurations with organizational lines of effort and strategic goals.
• Skilled in increasing process digitalization and enhancing organizational effectiveness through ServiceNow solutions.
• Experience capturing stakeholder feedback to improve ServiceNow functionality and user experience.
• Ability to measure the quantitative impact of ServiceNow solutions on mission objectives.
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