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