Job Summary
ServiceNow Admin and Support Specialist (ITSM)
*Key Responsibilities:*
- *ServiceNow Platform Administration:*
- Manage and maintain the ServiceNow platform, ensuring high availability and performance
- Configure and customize the platform to meet business requirements
- Develop and implement new workflows, business rules, and automation scripts
- *IT Service Management (ITSM):*
- Implement and manage ITSM processes, including incident, problem, and change management
- Develop and maintain service catalogs, knowledge bases, and service level agreements (SLAs)
- Ensure seamless integration with other IT systems and tools
- *Support and Troubleshooting:*
- Provide tier 2/3 support for ServiceNow-related issues and incidents
- Troubleshoot complex issues and develop solutions to prevent future occurrences
- Collaborate with IT teams to resolve incidents and problems
- *Process Improvement:*
- Identify areas for process improvement and implement changes to increase efficiency and productivity
- Develop and maintain documentation for ITSM processes and procedures
- *Security and Compliance:*
- Ensure ServiceNow platform security and compliance with industry standards and regulations
- Conduct regular security audits and risk assessments
Key Responsibilities
*Requirements:*
- *Technical Skills:*
- ServiceNow platform expertise, including ITSM, CMDB, and workflow development
- Strong understanding of ITIL principles and practices
- Experience with scripting languages (e.g., JavaScript) and web technologies
- *Functional Skills:*
- Excellent problem-solving and analytical skills
- Strong communication and collaboration skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- *Experience:*
- Minimum 3-5 years of experience in ServiceNow administration and support
- Experience in ITSM process implementation and management
- *Certifications:*
- ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) preferred
Skill Requirements
Nice to Have:*
- Experience with cloud-based technologies and infrastructure management
- Knowledge of agile development methodologies and DevOps practices
- Familiarity with other ITSM tools and platforms
This Job Description is tailored to find a candidate with a strong technical background in ServiceNow administration and ITSM process management, as well as excellent problem-solving and communication skills. The ideal candidate will be able to manage and maintain the ServiceNow platform, implement and manage ITSM processes, and provide support and troubleshooting expertise.