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Senior ServiceNow Administrator

The Senior ServiceNow administrator will be responsible for the ongoing administration, maintenance and support of the ServiceNow capabilities following its implementation. The role will act as the Project's technical expert for all ServiceNow related issues and be the point of escalation for the internal support admin capability. The Senior ServiceNow administrator will also be responsible for supporting the client in becoming self-sufficient to deploy future countries and services without the support of 3rd party companies.

Working in conjunction with the IT Service Management Project and the Infrastructure & Services Management lead, will ensure ServiceNow is maintained according to best practice as well as supporting future deployments of the tooling.

Key Results/ Accountabilities expected from role

· Monitor health, usage and overall compliance of ServiceNow and its applications;

· Assist in building and maintaining internal technical documentation, manuals, policies, and processes;

· Understand how ServiceNow can enable Belron to become more efficient and configure the platform to achieve measurable benefits;

· Coordinate application and platform upgrades; including patches

· Develop, support, and maintain system integrations, specifically e-bonding interfaces with third parties

· Develop systems integrations and process automation;

· Configure and maintain SLA, Service Request catalogue items and their associated workflows;

· General support, administration and maintenance of the ServiceNow platform and associated applications;

· Working with multiple domain set up, differing configurations of ServiceNow based on Business Unit needs

· Working closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practice

· Be the point of escalation for all technical challenges related to the ITSM platform

· Interface with 3rd party supplier at a senior technical level to resolve issues and agree resolution actions

Experience & Expertise

· ServiceNow System Admin certification (admin or higher);

· A minimum of 5 years of related work experience;

· Demonstrated ability with ServiceNow incident, change, problem, request, CMDB and knowledge management applications;

· Experience in IT service management;

· Ability to analyze, troubleshoot and resolve complex software application related problems;

· Exceptional customer service skills;

· Applies standard methodology, techniques, procedures and criteria;

· ITIL v3 Certification or ITIL v4

· Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results;

· 5+ years' experience with ServiceNow administration;

· Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes;

· Experience troubleshooting integration management, security, and application issues;

Skills & Competencies

· ServiceNow Certified System Administrator or ServiceNow Certified Application Developer;

· ITIL v3

· Communication skills - both written and verbal

· Strong self motivation, ability to work independently with little supervision

· Facilitation skills

· Able to manage 3rd parties

· Understanding of IT methodologies in particular DevOps

Desirable Criteria / Qualifications

· ServiceNow System Administrator or Developer

· Delivery of Service Design in an international organisation

· ITIL and/or DevOps accreditation

· Degree educated or equivalent.