The ServiceNow Administrator/Developer will work with a collaborative team administrating, developing and deploying solutions utilizing the ServiceNow platform. You will work with the IT ServiceNow Architect and be responsible for the administration, development, and maintenance of the ServiceNow platform with a focus on the Configuration Management Database (CMDB), managing integrations, Incident & Change Management, and Strategic Portfolio Management (SPM). This role requires hands-on experience with ServiceNow, strong technical skills, and an ability to translate business requirements into effective solutions.
Responsibilities
- Administer and configure ServiceNow modules, particularly CMDB, Incident Management, Change Management, and Strategic Portfolio Management.
- Implement customizations, updates, and maintenance of the ServiceNow platform as needed.
- Troubleshoot and resolve issues with ServiceNow functionality, modules, and integrations.
- Design and implement ServiceNow solutions based on business needs and best practices.
- Manage and optimize the CMDB, ensuring data accuracy and consistency across all related modules (e.g., Configuration Items, Relationships, and Attributes).
- Develop and implement automated discovery processes and integrations to populate and maintain the CMDB.
- Collaborate with other teams to ensure proper asset lifecycle management and data synchronization with external systems.
- Configure and optimize Incident and Change Management processes and workflows to ensure efficiency and alignment with ITIL best practices.
- Work with service desk teams to address escalations, refine workflows, and enhance user experience.
- Implement and support the Strategic Portfolio Management module to align IT projects and initiatives with organizational goals.
- Provide technical expertise in the development and customization of portfolios, demand management, and resource planning.
- Develop reports and dashboards to provide insights into the status of IT projects and their alignment with business objectives.
- Work closely with cross-functional teams (e.g., IT operations, project management, and business stakeholders) to gather requirements and deliver solutions.
- Collaborate with ServiceNow architects, developers, and administrators to ensure the platform is optimized for business needs.
- Maintain clear, comprehensive documentation for all ServiceNow customizations, configurations, and workflows.
- Ensure compliance with ServiceNow best practices, ITIL standards, and organizational policies.
- Create and maintain user guides, technical documentation, and knowledge base articles.
Qualifications
- Efficient prioritization and planning of work activities.
- At least two years of experience in ServiceNow development and administration.
- Understanding of the ITIL processes.
- Strong communication skills.
- Strong attention to detail.
- Moderate presentation skills.
- Self-starter.
