.About the teamThe primary focus of this role will be to manage and optimize our ServiceNow platform, which plays a pivotal role in the service management and workflow automation. As ServiceNow Administrator, you will be part of the team responsible for configuring, maintaining, and improving the platform to ensure its efficiency in supporting our business processes and delivering outstanding user experiences. This role includes overall responsibility for the system and its processes and play as a Service Now expert for any projects that may impact service. This role also provides training to users and is accountable for access control, security, minor improvements such as form or workflow editing, and UAT/Regression testing of any development.You will work with customers to understand, propose, and deliver solutions using ServiceNow standard methodologies. In addition to day-to-day administration, the Admin may also work in platform upgrades, facilitating rollouts of new applications and improvements. Additionally the role is responsible for including, but not limited to:- Day-to-day administration of the organization's new ServiceNow platform.- Identify bottlenecks and develop optimizations & customizations based on needs.- Work with other IT team members to drive adoption.- Perform daily maintenance and issue resolution.- Coordinate and be accountable for daily ServiceNow support requests.- Support implemented and proposed solutions on the platform. About the role- Maintain the integrity of the platform across production and non-production instances.- Perform installation and testing of updates and new releases.- Assist in troubleshooting patch / release management issues.- Build reports, gauges, and home pages.- Maintain Service Level Agreement (SLA) and be responsible for SLA workflows.- Create and use update sets to move configurations between systems.- Configure and customize the SN platform in collaboration with IT teams, TPMs, and ServiceNow customers to align with business requirements including workflows, forms, fields, UI, and integrations.- Own the lifecycle of ServiceNow applications including installation, upgrades, and patching.- Improve and maintain ServiceNow ITSM modules.- Supervise and maintain the health, performance, and security of the ServiceNow platform.- Fix and resolve technical issues, perform root cause analysis, and implement preventive measures.- Provide user support and training.- Maintain accurate documentation of configurations, processes, and customizations.- Stay up to date with ServiceNow releases, features, and standard processes.- May include the development and implementation of ServiceNow scripts, business rules, UI policies, and client scripts to automate processes and improve user interactions. This role has been categorized as a teleworker position
