ITSM Administrator

About The OpportunityWe are seeking a skilled ITSM Administrator with expertise in ServiceNow ITSM. The successful candidate will be pivotal in standing up a new instance of ServiceNow and migrating our services to this new instance from our existing ITSM systems.

Once migrated the candidate will play a pivotal role to expanding our use of ServiceNow to take advantage of new available functionality, as well as ongoing support and administration.The ITSM Administrator is responsible for continually improving and enhancing our ITSM platform, gathering requirements and feedback, and designing best practice solutions. This includes aligning the technology and business team's strategies, systems analysis, requirements definition, systems integration, testing, and support of new and existing ITSM capabilities in alignment with key business objectives.How You Will Make An Impact1.ServiceNow Implementationa.Participate in the migration process from Cherwell ITSM (Ivanti) and BMC Footprints ITSM to ServiceNow ITSM, ensuring minimal disruption to ongoing operations.b.Collaborate with stakeholders to define migration strategies, timelines, and resource requirements.c.Execute data migration tasks, including but not limited to configuration, data mapping, validation, and reconciliation.d.Conduct thorough testing and quality assurance to validate the completeness and accuracy of migrated data and configurations.e.Setup multi-tenant domain separation and role-based security.f.Setup Incident Management, Problem Management and Change Managementg.Design and build customized forms, workflows, fields, SLAs and business rules for internal and external customers.h.Setup multiple authentications with MFA.i.Building and administering Domain Separationj.Experienced with migrating from existing ITSM systems.2.ServiceNow Administration1.Customize ServiceNow ITSM modules to align organizational processes and requirements.2.Develop and maintain customer portals within ServiceNow ITSM, providing users with intuitive self-service capabilities.3.Design and create reports and dashboards to provide insights into IT service performance and key metrics to internal and external customers.4.Manage the Configuration Management Database (CMDB) within ServiceNow ITSM, ensuring data accuracy, integrity, and alignment with organizational needs.5.Migrate and enhance knowledge management functionality within ServiceNow ITSM to capture, organize, and share IT knowledge effectively.6.Develop mail monitoring workflows across multiple monitored mailboxes.7.Setup recurring scheduled requests and automated reports.8.Develop and manage integration with our customer ITSM systems and internal tools/ systems.a.Develop CMDB and migrate our discovery data into the solution.b.Develop non-standard service workflows within the ServiceNow system.c.Explore and introduce AI capabilities.3.Documentation and Knowledge Sharing1.Document system configurations, procedures, and best practices for ServiceNow ITSM administration and usage.2.Provide training and knowledge transfer sessions to IT staff and end-users on ServiceNow ITSM functionality and capabilities.3.Foster a culture of knowledge sharing and collaboration within the ITSM team.4.Process Optimization1.Collaborate with IT stakeholders to analyze existing ITSM processes and identify areas for improvement.2.Design and implement optimized workflows, automation, and integrations within ServiceNow ITSM.3.Continuously review and refine ITSM processes using the ITIL framework to enhance efficiency, quality, and user experience.3.ServiceNow Ongoing Support and Administrationa.Work with Managed Services Teams to implement new service requirements within best practices and standardizations.b.Troubleshoot and resolve any issues.Working Shift Hours:

6.30 p.m. to 3.30 a.m. ISTWhat You Will Bring To The Table1.Bachelor's or master's degree in computer science, Information Technology or a related field.2.ServiceNow Certified Associate/Professional.3.5 – 7 years of minimum experience in ServiceNow ITSM administration.4.Experienced with API coding, preferred.5.Ability to work independently, navigate ambiguity, solve complex challenges, and operate in a fast-paced team environment.6.Excellent collaboration and problem-solving skills.7.Excellent verbal and written communication skills.8.Passion for continuously improving performance and customer satisfaction.9.Demonstrated success in managing multiple projects, organizing, and coordinating work efficiently, prioritizing workload, and adhering to deadlines.10.Embraces change and perform with confidence in the face of ambiguity.11.Able to work independently and in a team environment.TECHNICAL PROFICIENCIES1.5+ years' experience in administration of ServiceNow ITSM2.3+ years of experience in business analysis, requirements gathering, design, or implementation of ITSM solutions.3.Experience in the implementation, administration, maintenance, and enhancements of the ITSM system.4.Experience in access management, configuration changes, and implementing new functionality.5.Sound understanding of Incident, Problem, Change Management, Configuration Management, and Asset ManagementDESIRABLE(S)1.ITSM Administration & Development experience2.ITIL Certification preferred.3.Experience in API connections and external tool integrations.4.Data management and ReportingKEY GOALS (in sequential order)1.Improving Customer and User Experience2.System Availability and Responsiveness3.Streamlining processes and workflows4.Incident and Requests to be completed within agreed OLA.5.Adherence to Change ManagementAbout USAt Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect AllNetrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.What You Can Expect From UsWe offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodations. If you need reasonable accommodations, please let us know by contacting learn more about Netrix Global please go to

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