Analyst, Service Management Platform

Administrator, Service Management Platform

ROLE DESCRIPTION SUMMARY

The position is responsible for the operational support of our ServiceNow environment. This includes, but is not limited to, the 2nd level handling of Incidents, fulfilling Service Requests, coordinating Change Requests, creation of reports and dashboards, user and group management, as well as development activities. As the administrator in our team, you will work closely with our Analysts and Senior Developers, as well as directly with our end users. Besides the technical responsibilities, you will also be responsible for the creation and maintenance of the team's Knowledge Base articles, the creation of Standard Operation Procedures (SOPs) and the monitoring of our dashboards and KPIs. 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

    Coordinate the daily operational activities related to Service Request fulfillment and Incident resolution. This includes the
o    Fulfilment of Service Requests
o    Resolution of 1st and 2nd level Incidents
o    Coordination of 3rd level Incidents with our internal development team
o    Coordination of escalations to ServiceNow support via ServiceNow Support (former HI) self-service portal
o    Coordination of Change Requests & weekly releases
    Be in direct contact with our end users to drive quick Incident resolution and request fulfillment
    Document Standard Operation Procedures, Known Error Articles and user guides
    Create dashboards and reports and support users in creating their own dashboards and reports
    Maintain the users, groups and roles on our two ServiceNow instances
    Deploy the team's implementations on the production instance in the weekly release window 
    Develop high quality solutions on the ServiceNow platforms, considering ITIL and ServiceNow best practices
    Create test plans for implemented solutions as required
    Maintain assigned user stories as per the team's delivery process
    Execute administrative and development activities, as well as other tasks, on all our ServiceNow platforms
    Ensure timely completion of tasks and provide effective management status updates
    Maintain and monitor the team's operational dashboards and escalate issues as appropriate
    Perform other tasks as required

COMPETENCIES

    Operational and user experience focused mindset
    Excellent logical and analytical thinking, able to exchange ideas and information effectively
    Ability to work independently and build effective interpersonal relationships with all stakeholders
    Results oriented with a pragmatic service delivery approach
    Ability to work in a rapidly changing environment under tight timelines
    Detail oriented with a proven ability to self-motivate and follow-through on tasks
    Great written and verbal communication skills
    Ability to work in globally distributed and interdisciplinary teams

QUALIFICATIONS & EXPERIENCE

    3+ years of proven working experience in a similar position
    ServiceNow certifications are considered an asset
    Proven work experience with ServiceNow ITSM, CSM, FSM or HRSD modules
    Basic knowledge of the agile development methodology and ITSM processes

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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