Seeking a Service-Now Administrator!

The Service-Now Administrator will be directly responsible for the day to day maintenance, administration and support of KU Technologies’ internal deployment of Service-now.com.  The Service-now Administrator reports to the Director of the IT Service Center department.   

The ideal candidate will have previously worked as a system administrator for a major application set and will have implementation experience with ITSM solution, a background in the IT Infrastructure Library (ITIL) business process, and working knowledge of IT operations.  Experience in sales force automation / customer relationship management is a significant advantage.  The selected candidate must be prepared to envision it, design it, develop it and then deliver it.

Job Responsibilities:          

·         Day to day system administration

·         System configuration, customization, and integration with third party applications

·         Requirements gathering for functionality needed by various company departments and further development and customization of the system to deliver those functional requirements back to the business.

·         Business process mapping and improvement from conceptualization through implementation including problem definition, process mapping, data analysis, process analysis, recommendations, implementation, and establishment of performance tracking.

·         Validate the design and workflow automation for operational processes leveraging the Service-now platform.

·         Provides training to technical teams, customer service teams, and management on their use of Service-now

·         Provide weekly and monthly performance statistics and reports.

Adaptability Requirements: Medium

Working Conditions:

• On-Call availability
• Additional working hours as required.
• Sitting for extended periods of time.

Experience and Education:

• Bachelor’s Degree in Computer Engineering or Management or Science and (5) + years related work experience.

Knowledge, Skills, and Abilities:   

• A working knowledge and expertise in most areas of information technology (e.g. JavaScript, database technology, object oriented technology).
• Ability to develop process flow documentation based on input from existing and future customers of request management.
• Ability to optimize request management business process flows based on existing documentation or information from users.
• Ability to translate business process flow documentation and configure Service-now to model the process flow with appropriate metrics / measurements.
• Oral and written communications skills including the ability to communicate technical material clearly and effectively to different audiences.
• Demonstrated ability to work with business units to propose and implement technology solutions .
• Demonstrated ability to work with other departments within IT on day to day support activities and present ideas in a user-friendly language.
• Knowledge of LDAP/Active Directory.
• A basic understanding of the ITIL business process and IT service management as a business discipline.
• Excellent understanding of the organization’s goals and objectives.
• Strong interpersonal, written, and oral communication skills.
• Able to conduct research into issues and products as required.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Creating a World of Learners!