ServiceNow Administrator

November 8

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Description

• 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.

Requirements

• 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.