ServiceNow Administrator

Essential Functions: • Serves as a subject matter resource (SMR) on ServiceNow ITSM, Hardware Asset Management (HAM), Software Asset Management (SAM), ITOM, CMDB, and related systems; providing necessary support for all process initiatives and cross functioning systems. • Architects, develops, integrates, and implements ServiceNow solutions. • Writes custom scripting and integrates 3rd party software with applications such as Workday and Dynamics 365. • Develops and modifies ServiceNow workflows, forms, lists, business rules, UI components. • Owns and develops custom integrations of ServiceNow HAM with Microsoft Endpoint Configuration Manager. • Designs, codes, debug, documents, deploys and maintains solutions in a highly efficient and effective manner • Creates and configures workflow administration, reports, and data imports. • Creates, maintains, and enhances reports, dashboards, homepages, and custom views. • Performs data load, mapping, and transforming of dashboards, access controls, database views, user interfaces (forms and navigation), scheduled jobs/reports. • Assesses new releases and provide direction regarding adoption of new features. • Coordinates application and platform upgrades. • Monitors the health, usage, and overall compliance of ServiceNow and its applications. • Partners with ServiceNow, Inc. to understand the product roadmap that will inform the strategic implementation roadmap at Glidewell. • Collaborates with service, infrastructure, and support teams to ensure adequate delivery on their objectives • Participates in design review, user requirements sessions and development teams to deliver features and capabilities supporting automation initiatives. • Collaborates with Product Owners, stakeholders, Engineering teams to understand, estimate, prioritize and implement solutions. • Participates in establishing coding standards to support consistency. • Reviews and applies requirements from external and internal team and align into ServiceNow development. • Configures out of the box workflows and create/maintain custom workflows. • Facilitates cross discipline awareness including cross training and engagement in processes, gather service-related data, create dashboards and participate in performance improvement initiatives. • Develops work instructions to ensure that activities are properly documented. • Develops user friendly catalog items with experience writing workflows. • Partners closely with the business and IT teams to gather input to support ongoing business needs for ServiceNow configuration, implementation, and support. • Schedules, installs, and tests system software upgrade; executes platform upgrades on an as needed basis. • Escalates and works with ServiceNow, Inc. for complex issues out outages. • Identifies critical metrics and develops ad-hoc system reports. • Translates data into meaningful formats and presents to IT leadership. • Performs other related duties and projects as business needs require at direction of management. Education and Experience: • Bachelor’s Degree in Information Technology or relevant field, required; or additional working experience in lieu. • Minimum four (4) years of experience supporting implementation, administration, configuration, and development on the ServiceNow platform in a medium or large enterprise organization, required. • ServiceNow architecture and implementation experience, required. • ServiceNow Certified System Administrator or ServiceNow Certified Application Developer, required