Job Description

Ref No.:18-00736
Location: Chelsea, Massachusetts
The client is seeking a Senior ServiceNow Developer/Administrator to join the Service Management Organization as a core team member of the ITSM Platform Replacement project. The Senior ServiceNow Developer/Administrator will be responsible for core system configuration, gathering and documenting user and process requirements, functional requirements, and developing technical requirements. Developing workflow customizations, and supporting the Service transformation teams. The candidate will be have an understanding of ServiceNow functionality and how all ITIL processes can be implemented in Service Now. This includes, but is not limited to Incident Management, Change Management, Problem, Asset Management, CMDB Management, Service Catalog, and Problem Management modules. The ServiceNow Administrator will work closely with business and IT teams to gather input to support ongoing business needs for ServiceNow configuration, implementation and support.
  • Perform day to day administration of the ServiceNow tool, including making approved changes to process and work flows
  • Perform ServiceNow implementation tasks including but not limited to: configuration, integration, custom programming
  • Develop clear and concise technical & process documentation
  • Communicate ServiceNow process, operations and capability information to all levels of management effectively
  • Maintain the integrity of the ServiceNow tool across production and non-production environments
  • Understand new ServiceNow features and unused module functionality to drive platform expansion and adoption
  • Review Stories, ensure requirements are clearly understood and aligned to program guiding principles and provide guidance to Junior developers on best direction for configuration
  • Perform installation and testing of vendor-provided updates and new releases
  • Work with business users to identify and refine business requirements and workflows
  • Lead technical analysis of additional module implementations within ServiceNow, including requirements gathering, process modeling and gap analysis and mitigation
  • Support the design of ServiceNow integrations and work with business partners and technical teams for implementation
  • Identify and define business solutions for ITIL users

Qualifications: Include a detailed description of the experience and skills required. Use additional space if needed.
  • Minimum 3+ years of direct experience as a ServiceNow Admin or application owner, configuring core ServiceNow modules including Service Catalog, Asset, and Configuration
  • Ability to be flexible, adaptable and learn new concepts quickly
  • Ability to work effectively in a team environment with aggressive deadlines and multiple priorities
  • Demonstrated understanding of ITIL processes, operations and procedures
  • Familiarity with Agile (Scrum) and Waterfall project management methodologies
  • Advanced Scripting/ Reporting and other classes area highly recommended
  • Experience in producing enterprise level reports, including compiling data from several different sources
  • Experience with processes involving problem identification, recovery, escalation and resolution
  • Able to function well in a fast-paced and adaptive environment
  • ITIL V3 Foundation Certification (Preferred, but not required)

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