Job Characteristics: 

Responsible to install, plan, implement, oversee, and maintain technology platforms. This includes providing technical and procedural direction for the actual implementation of the infrastructure, as well as interface with internal users, engineers and other technical staff to understand and meet their requirements. Ensure business continuity in the appropriate technology by ensuring systems are to optimize performance and to initiate recovery action after system failures. Provides support and problem resolution on most communication problems. Competent to work on most phases of system but may require some instruction and guidance in other phases. Creates and modifies production procedures and standards. Specializations in this family include (but are not limited to) Network, Server, Mobility, Microsoft Platforms, etc. Scripting, programming, and infrastructure as code. 

Education/Work Experience: 

Typically requires a degree and 3-4 years of experience; or no degree and 5-8 years combined education and equivalent work experience (typically 1 year experience = 1 year education). Independence Level/Reports to: 

Applies advanced knowledge of job area typically obtained through advanced education and work experience. Leads projects/research with moderate complexity. May provide coaching and review the work of lower-level professionals. Normally reports to Platform Engineering Manager. 

Additional Job Description 

This role will be joining the ServiceNow Platform Operations team. In this position you will work with end-users, analysts, IT teams and key stakeholders to implement/execute for a minimum of 2 areas – APO, ITSM, HR, CSM, ITOM, and/or CMDB solutions - leveraging technical best practices to deliver out-of-the-box and custom solutions to our customers on the ServiceNow platform. We are looking for a team member who is innovative, eager, driven and motivated to rise to the challenges of a continuously evolving technological industry, and who wants to make an impact on the user experience of the businesses globally. 

What You Will Do: 

• Perform day to day support, administration and maintenance of the ServiceNow platform including

   midservers and integration points 

• Partners closely with the business and IT teams to gather input to support ongoing business needs for 

   ServiceNow configuration, implementation, and support

• Work with associates to troubleshoot and resolve incidents related to the ServiceNow platform

• Troubleshoot bugs, fix defects, support users and build enhancements for applications built in the 

   platform 

• Provide guidance within the platform to design and implement ongoing improvements for a portfolio 

   of processes 

• Duties and responsibilities can be any combination of development as it relates to ServiceNow 

   modules, tables, and system policies 

• Develop reports for management on SLAs/KPIs as they pertain to service delivery 

• Develop clear and concise technical and process documentation

• Work with various project teams on implementing ServiceNow code for releases, upgrades, and clones

• Manage out-of-the-box functionality and perform necessary enhancements, upgrades, and     

   maintenance.

• Work with platform architects to define the physical design, and with analysts and product managers 

   to understand the requirements of technical solutions 

• Monitors the health, usage, and overall compliance of ServiceNow and its applications

• Evaluate and make recommendations on techniques, practices or technologies that would improve 

   functionality and the overall end-user experience

• Partner with leadership to drive towards implementation of the platform roadmap

• Train the junior members of the team on subject matter expertise to ensure continuous learning 

Minimum Requirements: 

• Certified ServiceNow System Administrator

• Bachelor’s degree in computer science or related field 

• 5+ years of experience supporting implementation, administration, configuration, and development on 

   the ServiceNow platform in a medium or large enterprise organization

• 2+ years of experience with ServiceNow workflows or Flow Designer 

• Experience configuring and implementing ServiceNow out-of-box applications such as 

   APO/ITSM/ITOM/HR/CSM/SPM/PA/APM/AI Agents 

• Experience working with ServiceNow in a large enterprise

• Experience educating internal or external customers in best practice design 

• Experience migrating data into ServiceNow application 

• Familiarity working in an Agile environment with focus in SCRUM methodologies. 

• Experience working with Business Rules, Script Includes, Access Control Lists, Scheduled Job, UI 

   Actions, Client Scripts, Catalog Client Scripts, UI Scripts, UI Policies and Catalog UI Policies 

• Integrated ServiceNow instance with 3rd party application 

• Experience on Catalog Item, Record Producer, Order Guide, Workflow and Inbound Email Actions. 

• Experience with Automation, Scheduled Jobs, Events and Email Notifications, Email Scripting, Email 

   Templates. 

• Excellent experience in ServiceNow Administration and Production support 

• Experience with implementing update sets, batch sets, and per scrum release methodology

• Experience with ServiceNow instance cloning, system patching, and upgrades

• Worked with transform maps, data sources, import set and different transform scripts for data loads

   and management 

• Ability to work independently and with team 

• Excellent problem-solving skills and attention to detail

Preferred Requirements: 

• ServiceNow – Accounts Payable Operations Experience

• ServiceNow – Certified Implementation Specialist