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Platform Administrator

2 months ago

Tallahassee, United States AppleOne Technical Staffing Full time

Duties/Tasks

• ServiceNow Platform Administration

- Expertise in administering and maintaining the ServiceNow IT Service Management (ITSM) platform, including configuration, customization, and administration.

- Ensure the stability and performance of the ServiceNow platform by performing regular maintenance, updates, and upgrades.

• Incident, Problem, and Change Management

- Manage and oversee the lifecycle of incidents, problems, and changes within the ServiceNow ITSM framework.

- Ensure timely resolution and documentation of incidents and problems, and effective management of changes.

• Service Catalog and Request Management

- Develop, configure, and maintain the Service Catalog, ensuring that services are accurately represented and easily accessible to users.

- Streamline the request fulfillment process to enhance user experience and operational efficiency.

• Configuration Management Database (CMDB)

- Maintain and optimize the CMDB, ensuring data accuracy and completeness.

- Integrate CMDB with other IT systems to provide comprehensive visibility of IT assets and relationships.

• Workflow Design and Automation

- Design and implement automated workflows within ServiceNow to streamline IT processes and enhance efficiency.

- Collaborate with stakeholders to gather requirements and develop solutions that meet business needs.

• ServiceNow Integration

- Integrate ServiceNow with other enterprise systems and applications using REST/SOAP web services, APIs, and other integration technologies.

- Ensure seamless data exchange and interoperability between ServiceNow and other tools.

• Performance Analytics and Reporting

- Develop and maintain ServiceNow reports, dashboards, and performance analytics to provide actionable insights to stakeholders.

- Monitor and analyze key performance indicators (KPIs) to drive continuous improvement.

• User Training and Support

- Provide training and support to end-users and stakeholders to ensure effective utilization of the ServiceNow platform.

- Develop and maintain user guides, training materials, and documentation.

• Compliance and Security

- Ensure that ServiceNow configurations and processes comply with organizational policies, industry standards, and regulatory requirements.

- Implement security best practices to protect sensitive data and maintain the integrity of the ServiceNow platform.

• Project Management and Collaboration

- Manage ServiceNow-related projects from initiation to completion, ensuring timely delivery and alignment with business objectives.

- Collaborate with cross-functional teams, including IT, business units, and external vendors, to deliver high-quality ServiceNow solutions.

• Problem Solving and Troubleshooting

- Identify, analyze, and resolve technical issues within the ServiceNow platform.

- Provide expert-level troubleshooting and support to ensure platform stability and user satisfaction.

• Continuous Improvement

- Stay current with ServiceNow features, updates, and industry best practices.

- Proactively identify opportunities for process improvement and optimization within the ITSM framework.


Knowledge/Skills/Abilities:

• Bachelor’s degree in Business Administration, Computer Science, Engineering, MBA, or related field preferred.

• 5+ years of experience in ServiceNow IT Service Management (ITSM).

• Extensive experience in developing, supporting, and administering ServiceNow ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB.

• Experience in working with large IT teams to execute and lead successful project implementations.

• Ability to manage ServiceNow-related projects, ensuring timely delivery and alignment with business objectives.

• Strong understanding of ServiceNow platform architecture, including configuration, customization, and integration.

• Proficiency in scripting languages such as JavaScript, HTML, CSS, and Glide.

• Ability to effectively prioritize and execute tasks in a fast-paced, high-velocity environment.

• Strong analytical skills to identify, analyze, and resolve technical issues within the ServiceNow platform.

• Ability to drive effective meetings: workshops, design, and problem-solving sessions.

• Ability to present ideas in business-friendly and user-friendly language; demonstrated aptitude for working with, supporting, and communicating with users and customers.

• Experience in identifying opportunities for process improvement and optimization within the ITSM framework.

• Ability to stay current with ServiceNow features, updates, and industry best practices to ensure continuous improvement.

• Experience in documenting processes, configurations, and workflows to meet compliance and governance requirements.

• Understanding of regulatory requirements and ability to ensure ServiceNow configurations and processes comply with organizational policies and industry standards.

• Ability to provide training and support to end-users and stakeholders to ensure effective utilization of the ServiceNow platform.

• Experience in developing and maintaining user guides, training materials, and documentation.


Education: Bachelor’s or Master’s Degree in Business Administration, Computer Science, Information Systems, or other related field. Or equivalent work experience. (Required)