Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
- We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!Job Title: Administrator, Service Now
Department: 8140 - Global Technology Ops & Security
FLSA Status: Exempt
Position Summary
**Responsibilities**:
- General support, administration, and maintenance of the ServiceNow platform
- Performs the evaluation, testing, and implementation of defect patches, system upgrades and enhancement releases
- Independently and working with users/stakeholders evaluates and recommends business process and technology enhancement opportunities and solutions
- Consistently create knowledge content to support user and development activities
- Understand and commit to incident and service request responsiveness and adherence to Service Level Agreement (SLA) requirements to minimize business disruptions
- Champion Change and Problem management process requirements and compliance
- Build and maintain reporting, dashboard, and Performance Analytics to support user/stakeholders and provide valuable KPI data to support business strategy
**Responsibilities**:
- Act as an administrator for all ITSM and ITOM modules.
- Design and architect ServiceNow CMDB and Discovery Jobs.
- Solution design and diagramming based on platform capability and stakeholder feedback
- Experience with major version upgrades and system patches
- Experience with API Integrations and Automation across a variety of external platforms and tools
- Worked in a team development environment where multiple developers utilized the same path-to-prod and release cadence
- Experience activating and upgrading ServiceNow plugins
- Performance troubleshooting and benchmarking in the instance
- Authoring and maintaining technical documentation
- Use analytical skills to investigate issues, find solutions to problems, and improve processes
- Knowledge and experience with an Agile/Scrum methodology to manage development work
- Supporting project efforts including runbooks, the migration of code between ServiceNow instances and releases to production for scheduled project go-lives during change windows
- Supporting the project team with troubleshooting of issues in non-Dev instances where an Admin level access is required
- Building of mid-servers as needed to support new integrations between ServiceNow and other platforms as part of projects
- As part of the broader team, provide day to day technical administration that may include working on platform upgrades/functional updates, analyze log files, configure file changes, update installation and configuration documents, perform validation/testing and perform technical issue/problem resolution as level 3 support
- Create & Maintain ServiceNow Reports, Saved Searches & Dashboards.
**Qualifications**:
- 3+ years of hands-on experience implementing and supporting ITSM and ITOM suites, including skills in Discovery and CMDB
- ServiceNow Fundamentals and Administrator Certification preferred
- ITIL Foundation Certification preferred
- Experience with JavaScript, XML, HTML, CSS, APIs and Web Services a plus
- You have excellent communication skills and a strong personal commitment to quality service
- Obtains and maintains current certification from the vendor and continued education/learning to understand the most current platform capabilities
NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote
