ServiceNow Administrator

Job description:

Key Responsibilities:

• Work as 2nd line support to the IT Support Service Desk to manage and resolve any queries, issues, requests for training or enhancements from the business regarding ServiceNow and its peripheral applications and integrations.
• Using your broad practical knowledge of ServiceNow and the business, consult and provide expert advice in order to overcome business problems and enhance current processes striking a practical balance between customizing the system and recommending business-lead change where necessary.
• Where there is a business need, customize the system via the most suitable method and ensure solutions are futureproof and bear upcoming deprecations in mind to avoid rework
• Manage the day-to-day administration of the system, such as user access and permissions requests, license management and storage management tasks, and instance management tasks such as cloning and patching.
• Produce clear, detailed documentation such as requirements, functional design documentation, statement of works, user story and user acceptance criteria and ensure these stay up to date.
• Partake in sprints and releases within ServiceNow, working through any assigned user stories or tasks. Follow Solution Deployment through Development, UAT and Production ServiceNow Systems.
• Carrying out testing and coordinating tests within the business where required.
• React with urgency to P1 incidents, keeping stakeholders updated of progress until resolution. Act as point of contact to escalate and manage issues/requests with ServiceNow and other third party software providers such as Customer Thermometer.
• Keep up to date with the latest technologies so that these can be recommended or utilized where possible towards the end-goal of providing the most effective solutions for the business.
• Work with the business and the Business Insights team to facilitate and generate any reporting requirements as needed via ServiceNow and other tools.

Skills, Knowledge and Expertise

• Exp:- 3+ years
• Experience in an internal IT function within a large organisation
• Experience of the full development lifecycle using Agile development methods
• Experience working collaboratively within a team of systems consultants, business analysts, developers and testers to enhance and maintain corporate systems, integrations and services.
• Experience of ITIL, risk/issue management and change control procedures Good interpersonal skills and strong stakeholder management skills with staff of all levels, who maintains a positive attitude and conveys this to others
• Flexibility ability to adjust rapidly and be versatile to changing requirements
• Problem Solving ability to quickly anaylse and translate requests/problems into appropriate actions and solutions. Strong investigative, analysis, and troubleshooting abilities for complex business requirements.
• Collaboration ability to work within a team to find the most suitable solutions
• Ability to work independently with own initiative and self-motivation