ServiceNow Developer/ ServiceNow Administrator

The ServiceNow ITSM Administrator is responsible for managing, supporting, and maintaining the ServiceNow platform, specifically focusing on the IT Service Management (ITSM) modules:  Incident management, Problem management, Change Management, Service Catalog, and Knowledge management, ensuring smooth operation and alignment with ITIL best practices by configuring the system, troubleshooting issues, managing user access, and providing end-user support.

Role & Responsibilities:

• Managing user accounts, roles, and permissions within ServiceNow. 
• Performing system maintenance, upgrades, and patching. 
• Monitoring system performance and resolving technical issues
• Providing training and support to end users on ServiceNow functionalities 
• Troubleshooting user issues and resolving support tickets 
• Creating user documentation and training materials
• Troubleshooting workflows for incident, problem, change, and service catalog processes. 
• Creating and maintaining service catalog items, including forms and approval processes. 
• Setting up knowledge base articles and managing knowledge management workflows. 
• Assisting with Configuration management (CMDB) and ITSM change tasks.
• Generate reports and dashboards to assist our customers and to track key performance indicators (KPIs)
• Analyze data to identify trends and areas for improvement
• Implementing ITIL best practices within ServiceNow
• Collaborating with IT teams to optimize service delivery processes
• Ensuring data integrity and accuracy within the ITSM modules.
• Problem Management:  Proactively research and identify trouble-some trends as they develop; analyze trends and working with IT support teams to develop a long-range plan designed to resolve problems
• Assists in Event Management (ITOM) and CMDB tasks.
• Participates and helps to lead efforts of our Continuous Process Improvement initiative.

Qualifications:

• Bachelors degree in computer science, engineering, or related discipline or equivalent work experience
• Strong understanding of ITIL framework and ITSM processes 
• Expertise in ServiceNow platform administration, including configuration, customization, and workflow design 
• Experience with scripting (e.g., JavaScript) for advanced customizations beneficial
• Excellent problem-solving and troubleshooting abilities 
• Strong communication and collaboration skills to work with cross-functional team