The Service Now Administrator is to provide support to the Managed Services Service Now Platform for our customers. Service Now Admins will be responsible for working with clients to integrate Service Now with Service management tools, do testing when required, help in upgrading instances and offering a people oriented and also a technical customer support experience.

Key responsibilities

• Writing of documentation and procedures;
• Perform day to day support, administration and maintenance of the Service Now multi-domain platform by using the Service Now tool and communication channels like email or Skype;
• Monitor systems integration and process automation;
• Work closely with business users to build requested items using workflows to manage processes from the client to fulfillment teams;
• Reporting on progress, issues and problems to the supervisor; providing lessons learned and giving suggestions to optimize the work processes;
• Perform testing of Service Now updates and new releases;
• Configure and improve aspects of Service Now such as workflow, user interface (UI), business rules and more, utilizing out-of-the-box functionality as much as possible and only customizing when necessary;
• Strong ability to identify system deficiencies and recommend solutions and continual service improvement;
• Ability to effectively absorb information from various sources, then analyze and examine data in detail in order to draw appropriate conclusions;
• Implementing corrective actions;
• Fix possible incidents/defects in Service Now modules or escalate to development if necessary.

Requirements

• At least 1 year of experience in IT Service Delivery or similar experience in an administrator role or Level 2 Support;
• Experience with ITIL or having an ITIL Foundation Certification is a plus;
• Good organizational and analytical skills;
• Possess creative ability, consulting skills;
• Strong problem solving, priority setting and collaboration skills;
• Ability to work independently with minimal direction;
• 6 months to 1 year of hands-on JavaScript experience or HTML not required but is a plus.

Skills that we value

• Ability to openly present her/his own ideas;
• Independent and highly self-motivated with a strong customer focus;
• Able to work both independently and as part of a team;
• Willing and able to be part of international projects and initiatives;
• Action and results orientated, ability to manage multiple priorities is also expected;
• Ability to work under pressure and meet deadline requirements complimenting a proactive and flexible approach with a resilient and results-oriented nature.

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