ServiceNow Administrator

at Illinois Tollway in Downers Grove, Illinois, United States

Job Description

Reports to the Deputy Chief of IT Application Development and has no direct reports.  The ServiceNow Administrator will be required to work in a team environment with other ServiceNow team members as well as other IT staff and business users.

As a ServiceNow Administrator you will be responsible for the configuration, maintenance, monitoring, and support of solutions within the ServiceNow environment.  The Administrator ensures our access controls and deployment pipelines are functional and adhered to. They confirm the availability and performance of the platform and will own the feature releases.

The Administrator maintains a thorough knowledge of the ServiceNow Platform including available modules and future product features. The Administrator provides feedback to the ServiceNow Development team on UX and feature enhancements and assists in triage for ServiceNow incidents/requests inbound to Development teams.

Responsibilities include:

• Administer and maintain the ServiceNow platform, including configuring, customizing, and administering various ServiceNow components, ensuring their effective implementation, alignment with business needs, and optimal utilization within the organization. 
• Implement and oversee user provisioning and access management processes in ServiceNow, including the creation, management, and revocation of user accounts, roles, and permissions, ensuring adherence to security policies and the principle of least privilege. 
• Manage ServiceNow instances and environments, including handling instance upgrades, patches, and maintenance activities to ensure optimal performance, stability, and security. 
• Ensure high availability and optimal performance of the ServiceNow platform by implementing robust monitoring and troubleshooting techniques to proactively identify, investigate, and resolve issues, and identify opportunities for continuous improvement, including developing and implementing enhancements to increase efficiency, reliability, and user satisfaction.
• Manage integrations with other systems, such as HR, finance, and IT. Utilize MID servers, web services, email, and other relevant technology to integrate tools with the ServiceNow platform.
• Develop and execute test plans to ensure system functionality, reliability, and performance.
• Stay current with ServiceNow releases and new features and assess the impact of changes on the system and its users.
• Maintain system documentation, including process flows, standard operating procedures, and technical specifications.
• Collaborate with stakeholders to identify business requirements, create technical specifications, and develop solutions to meet those needs.
• Provide ongoing support to users and stakeholders on the ServiceNow platform.
• Other duties as assigned.

Education (Required)

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• Certified ServiceNow Administrator

Skills and Experience (Required)

• 3+ years of experience as a ServiceNow Administrator, with experience in system configuration, customization, and administration.
• Fundamental understanding of ServiceNow platform capabilities
• Experience implementing best-practices and procedures
• Working knowledge of ServiceNow components such as Change Management, Service Catalog, Problem Management, Incident Management, CMDB, Asset Management, Knowledge Management, etc.
• Ability to provide ServiceNow customization and configuration including but not limited to: scripting, workflow administration, report setup, module customization, data imports and third-party software integration.
• Manage instance security and assist with investigating incidents etc.
• Ability to plan and execute upgrades and patches
• Ability to manage update sets and import sets
• Deep understanding of application scoping
• Strong interpersonal and communication skills
• Ability to work independently and multi-task effectively
• Outstanding analytical, problem-solving, and communication skills with a strong attention to detail
• Demonstrate initiative, exercise good judgment, and have the ability to achieve results individually and as part of a team.

Skills and Experience (Desired)

• Have participated in full cycle implementations of ServiceNow and experience with Release Tokyo or higher
• Active in the ServiceNow community, including having attended Knowledge events, user group meetings, and participating on discussions in the ServiceNow online forums
• Certified ServiceNow Developer
• ITIL Foundations knowledge or certification

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.