IT Service Management

2 months ago

Denver, United States Holland & Hart LLP Full time

General Purpose:

The ITSM Administrator is responsible for the effective management and operation of the ServiceNow platform, including the administration of the Configuration Management Database (CMDB) and Knowledge Base. This role leverages in-depth knowledge of ITIL best practices and hands-on experience with ServiceNow to optimize IT service management processes, ensure data integrity, maintain comprehensive knowledge resources, and provide senior-level technical support to other members of the Technical Support team.

Essential Duties/Responsibilities:

ServiceNow Platform Management:

Configure and customize ServiceNow modules, workflows, and integrations to meet business requirements. Maintain and administer the ServiceNow platform, including incident, problem, and change management, and the service catalog. Assist with system upgrades, enhancements, and patches, ensuring minimal disruption to users. Develop and maintain scripts and automation workflows for administrative tasks. Monitor platform performance and implement performance tuning measures. Plan and execute platform releases and updates with minimal disruption. Collaborate with vendors and external partners to resolve issues and implement enhancements.

Configuration Management Database (CMDB):

Manage the Configuration Management Database (CMDB) to ensure data accuracy and completeness. Integrate CMDB with other ITSM processes and tools. Perform regular audits and reconciliations of CMDB data. Develop and document CMDB policies, procedures, and technical designs. Collaborate with cross-functional teams to gather requirements and implement CMDB solutions.

Knowledge Base Management:

Maintain a comprehensive Knowledge Base to support IT and end-user needs. Develop and document Knowledge Base articles, ensuring information is up-to-date and accurate. Implement best practices for Knowledge Management, including content review and approval processes. Provide training and support for Knowledge Base contributors, approvers and users.

Technical Support:

 Provide senior-level support for incident and problem resolution by conducting root cause analysis for recurring incidents and collaborating with other IT teams to implement preventative measures. Coordinate change requests, adhering to change management processes. May answer Service Desk requests (calls or emails) should an event occur that overruns ServiceDesk capability.

Continuous Improvement:

Stay updated with ServiceNow best practices, industry trends, and emerging technologies. Identify opportunities for process improvements and propose solutions. Participate in training programs and self-study to enhance technical skills.

Reporting and Documentation:

Create and maintain reports, dashboards, and customizations to support operational needs. Ensure compliance with organizational policies and regulatory requirements. Develop and document ServiceNow policies, procedures, and technical designs.

Competencies:

Organization & Planning: Proactively takes actions, finds solutions, and displays skills to be efficient and productive. Communication: Understands the importance of and demonstrates verbal, written, and non-verbal communications. Team Player: Works within team and cross-functionally to meet required results. Customer/Client Experience: Creates a consistent and exceptional experience for others, whether directly to external clients/customers or indirectly through internal support, that elevates the overall perception of the firm.

Job Qualifications (Education, Experience and Certification):

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. ServiceNow Certified System Administrator (CSA), preferred or equivalent. ITIL Foundation certification, preferred. 3+ years of experience in IT systems administration with increasing responsibilities. Hands-on experience with ServiceNow administration and workflows, including CMDB and Knowledge Base. Proven experience in incident, problem, change, and service request management. Proficiency in managing user access controls and conducting regular audits. Familiarity with compliance and security standards related to IT systems administration. Technical support experience on an IT Service Desk, including providing senior-level support. Working knowledge of : Operating Systems: Windows, macOS, Cloud Services: Azure, Remote Access Tools: TeamViewer, Remote Desktop Protocol (RDP), Collaboration Platforms: Microsoft Teams. Proficiency in Microsoft Office (Word, Outlook, Excel). Technical Proficiency: Advanced troubleshooting techniques across various hardware and software systems. Problem-solving: Ability to identify and resolve complex technical issues efficiently. Communication: Excellent verbal and written communication skills to interact with users and team members effectively. Customer Service: Strong customer service orientation with a focus on providing exceptional support experiences. Analytical Thinking: Capacity to analyze technical problems, identify patterns, and propose long-term solutions. Time Management: Efficiently manage workload and prioritize tasks to meet deadlines and SLAs. Attention to Detail: Thoroughness in diagnosing issues and documenting solutions accurately. Excellent problem-solving, analytical, and communication skills. Ability to work independently and as part of a team. Ability to maintain confidentiality.

Physical Requirements:

While performing the duties of this position, the employee must have the ability to sit, stand and/or walk for extended periods of time; manipulate (lift, carry, move) weights of at least ten (10) pounds; have repetitive wrist/hand/finger movement to work on a computer and/or related office equipment; speak clearly and concisely so listeners can understand; and regularly understand the speech of another person.

The physical demands described here are representative of those that must be met by this position to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

Professional office atmosphere. Sedentary work that primarily involves sitting or standing for prolonged periods. Position may require occasional off-hour meetings and events. 

The work environment characteristics described here are representative of those this position may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Holland & Hart offers of employment take into consideration a candidate’s education, training, and experience, as well as the position's work location, external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. Colorado Salary Range - $‎69, - $‎115, A discretionary bonus may be available based upon performance.

The application window is anticipated to close on or after September 10, 2024. 

Holland & Hart works hard to promote work/life balance with a scheduled work week for most staff employees, a robust wellness program, and generous PTO and holiday pay for eligible employees. Full-time employees become eligible for benefits on the date hire, with a benefits offering that includes medical, dental, vision, life, AD&D, EAP, STD, and LTD. Also available are voluntary income protection benefits such as supplemental life, accident, critical illness, and long-term care insurances, as well as a 401(k)-retirement plan with a company match. In addition, the firm has programs that may provide for educational assistance, free or discounted legal services, and opportunities through the Holland & Hart Foundation, which is a non-profit organization dedicated to creating volunteer opportunities for lawyers, staff, families, and friends of Holland & Hart LLP. Part-time employees may have access to some of these benefits, which may be on a pro-rated basis.

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