Carries out moderately complex information systems and/or information technology tasks within the cloud environments supporting the ServiceNow environment. Implements and troubleshoots cloud-based systems to protect the integrity and availability of the system. Collaborates with cross-functional teams for the deployment and ongoing support of the system to both internal stakeholders and clients. This role will work with the Client teams and Business partners to design technical architecture and assist to implement technical solutions that satisfy the business needs. Responsible for supporting, configuring, scripting, and administrating the ServiceNow platform.

• Design and develop solutions within the ServiceNow environment to include modifications of applications, forms, workflow, interfaces, and any other customization required to support ITIL processes.
• Conducts moderately complex analysis including planning, designing, and evaluating a variety of information technology tools.
• Monitors, diagnoses, and resolves problems and performs analysis in relation to system configuration in the ServiceNow environment.
• Troubleshoots and resolves moderately complex problems in an efficient manner with little to no supervision while adhering to proper escalation and change control procedures.
• Performs incident response and assures services resolution for cloud systems.
• Performs root cause analysis, diagnostics, and monitoring on various production systems.
• Identifies opportunities for process improvements and works with team members to implement efficiencies.
• Effectively creates and maintains relevant systems documentation and user guides.
• Monitors status and performance of the systems and configures monitoring systems.
• Interacts with external technology vendors and internal teams to troubleshoot issues and implement solutions.
• Apply scripting methodologies to automate IT administrative related tasks.
• Responds timely to user requests for permission changes, configuration, and new Service requests for minor enhancements.
• Good understanding of JavaScript and ServiceNow scripting language.
• Monitor health, usage and overall compliance of ServiceNow and its applications.
• Develop systems integrations and process automation. Provide technical support and expertise concerning 3rd Party application integrations (web services, REST, JSON, SOAP, email).

Minimum Qualifications

• Bachelor's Degree in Computer Science, Information Systems Management, or related field.
• ServiceNow Certified Admin certification is preferred, else must be attained within 90 days of employment.
• A minimum of 3-8 years working as a ServiceNow system administrator with 2 years experience of ITSM service management.

Other Job Specific Skills

• Applies standard methodology, techniques, procedures, and criteria. Proven experience implementing systems with Agile/Scrum methodology and/or System Development Life Cycle (SDLC) processes. Deep experience in requirements gathering.
• Enhanced analytical and problem-solving skills.
• Working knowledge of Service Provider and/or Cloud providers.
• Cloud command line scripting skills.
• Documentation skills to include creating and updating detailed environment design, installation, and support documentation.
• Demonstrated ability to work independently and troubleshoot problems with speed and efficiency.
• Must be able to demonstrate the ability to multi-task and manage expectations in a fast-paced environment with competing priorities.
• Outstanding communication, project & priority management, and collaboration skills.
• Knowledge of information life-cycle management concepts and best practices.
• Proven experience using JavaScript, XML, MySQL, and HTML.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.