ServiceNow Administrator

Skills

Description

System Configuration and Administration: You'll be responsible for the configuration, customization, and administration of the ServiceNow platform to meet organizational needs. This involves managing users, groups, roles, permissions, and data.
Application Development and Customization: You'll design, develop, and customize ServiceNow applications, workflows, forms, and reports to automate business processes and enhance productivity.
Integration Management: You'll oversee the integration of ServiceNow with other systems and applications, ensuring seamless data flow and interoperability.
Incident and Problem Management: You'll manage incident and problem tickets within the ServiceNow platform, including triaging, tracking, and resolving issues in a timely manner.
Change Management: You'll facilitate change management processes within ServiceNow, including assessing, planning, and implementing changes to configuration items and services.
Service Catalog Management: You'll maintain and enhance the service catalog within ServiceNow, ensuring that services are properly defined, documented, and accessible to users.
User Training and Support: You'll provide training and support to end-users and stakeholders on how to use ServiceNow effectively, including creating documentation and conducting training sessions.
Performance Monitoring and Optimization: You'll monitor the performance of the ServiceNow platform and identify opportunities for optimization and improvement in terms of speed, reliability, and scalability.
Security and Compliance: You'll ensure that ServiceNow configurations and processes comply with security policies, industry regulations, and best practices, and implement measures to protect sensitive data.
Continuous Improvement: You'll stay updated on ServiceNow features, enhancements, and best practices, and actively participate in the continuous improvement of ServiceNow capabilities within the organization.
Collaboration: You'll collaborate with cross-functional teams, including IT, operations, and business units, to understand requirements, prioritize enhancements, and deliver solutions that align with organizational goals.
Vendor Management: You'll manage relationships with ServiceNow vendors, including contract negotiation, service level agreements, and resolution of technical issues.

Responsibilities

• To be a qualified ServiceNow Administrator, you would need a combination of technical expertise, security knowledge, and regulatory compliance understanding. Here are some qualifications and skills that would make you suitable for this role:
• ServiceNow Certified System Administrator with 3-5+ years’ experience.
• Requires a foundational knowledge of the underlying processes, procedures, scripting, and systems used in carrying out assigned tasks.
• Strong technical skills in ServiceNow administration, including configuration management, user management, access control, security operations and system integration. You should be able to effectively manage and configure the ServiceNow platform to meet FedRAMP security requirements.
• Experience with Federal Risk and Authorization Management Program (FedRAMP) requirements and guidelines.
• Any prior experience with information security principles, best practices, and standards (such as NIST SP 800-53, NIST Cybersecurity Framework, FISMA, etc.) would be beneficial.
• Any prior experience working with government contracts, procurement processes, security protocols, and compliance standards specific to government environments is advantageous.
• Ability to troubleshoot issues, perform root cause analysis, and provide solutions for problems. Actively take ownership to address issues and solve problems, understanding up and downstream impacts and designing/delivering solutions appropriately.

Educational Requirements

• Understand risk management methodologies and be able to assess, mitigate, and monitor risks within the ServiceNow environment.
• Possess strong communication and collaboration skills to articulate complex technical concepts in a clear and understandable manner.
• Demonstrate meticulous attention to detail when configuring and managing the ServiceNow platform for FedRAMP compliance. Accuracy and precision are critical to ensuring the security and integrity of government data.
• Stay updated on the latest developments, updates, and requirements related to ServiceNow, FedRAMP, and information security.
• Maintain knowledge and understanding of the latest ServiceNow features and product offerings.
• Experience in ServiceNow Customer Service Management (CSM)
• Driving continual service improvement through establishment of best practices, reusable assets and refinement of the implementation processes.
• Determine how best to leverage tools and techniques involving infrastructure as scripting, configuration management, automated testing, and other DevOps techniques to improve delivery quality, speed and experience.
• Generate and maintain technical design and configuration documents.
• Network with key contacts and stakeholders internally and externally to drive process and efficiency in implementations.
• Ability to proactively identify potential issues and work through resolution with internal and external stakeholders.
• Agile methodology practitioner.
• Excellent interpersonal, written, and verbal communication skills
• Bachelor's degree in Computer Science, Engineering, or other related fields or equivalent professional experience