Itsm Administrator

**About The Opportunity**

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 Impact**

1. ServiceNow Implementation

a. Participate in the migration process from Cherwell ITSM (Ivanti) and BMC Footprints ITSM to ServiceNow ITSM, ensuring mínimal 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 Management

g. 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 Separation

j. Experienced with migrating from existing ITSM systems.

2. ServiceNow Administration

1. 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 Sharing

1. 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 Optimization

1. 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 Administration

a. 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. IST

**What You Will Bring To The Table**

1. 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 PROFICIENCIES

1. 5+ years' experience in administration of ServiceNow ITSM

2. 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 Management

DESIRABLE(S)

1. ITSM Administration & Development experi