Department Summary
The IT Service Management team has an overall responsibility for the Consumers Energy execution of the ITIL strategy and delivery of other critical IT services, including Change/Release Management, Problem Management, Service Continuity, management of ITSM Tools, and Continuous Service Improvement. Attention to not only high-quality service delivery, but also company-wide governance, process improvement, and industry Best Practices is critical.
Job Description/Responsibilities
The ServiceNow System Administrator will serve as the *owner' of the ServiceNow tool by providing operational support, designing and facilitating enhancements/upgrades, and performing software configuration / customization including screen tailoring/minor enhancements, workflow administration, and reporting for the ServiceNow system. Further, the ServiceNow System Administrator will work in developing the long term vision of the ServiceNow application and will provide strategy and technical insight in designing and supporting ServiceNow while aligning to Service Management best practices.
The ServiceNow System Administrator will interact with business users in order to provide business-focused technical solutions, so an ability to translate business needs to technical solutions (and vice versa) is a critical component of this role. The general responsibilities will vary from ServiceNow strategy to day-to-day support of ServiceNow (which include issue resolution and troubleshooting), and researching ServiceNow functionality, so an ability to quickly shift focus is another key element of the role.
Key responsibilities include:
- Provide ServiceNow tool administration, configuration/customization, reporting services, and support including designing and updating forms and workflows:
o Configuration/Customization of ServiceNow including workflow creation
o Use scripting tools and Service Now functionality to automate routine tasks
o Design and develop forms, Web Service construction, integration, and testing
o Research and deploy new releases and/or enhancements into the ServiceNow live environments
- Gather requirements from business users for enhancements, including new ServiceNow modules:
o Gather and document requirements in SharePoint collaboration tool
o Translate requirements into a design and technical specification documents
o Partner with developers and other team members to coordinate development, testing, and implementation
o Perform system and integration testing with sample/live data with ServiceNow Support Services team
- Ensure complete/accurate field content and data population:
o Load and manipulate data between ServiceNow and other systems
- Manage system upgrades in a timely and low-impact manner:
o Research business impact; coordinate implementation
o Manage/perform functional and performance testing
o Perform training
- Research and recommend new ServiceNow functionality
- Monitoring and reporting on the health and usage of the system:
o Identifying deficiencies and recommend solutions
o Maintain and support ServiceNow operational functions
o Monitor health, usage and overall compliance of ServiceNow
Requirements/Qualification
- Bachelor*s degree is required; preferred field of study in Computer Engineering, Computer Science, Information Systems or other IT-related area, Business or related; however, specific work experience will not be overlooked
- 5+ years of experience working in an enterprise-size IT environment
- 3+ years of experience working with ServiceNow, specifically with custom development and configuration
- ITIL V3 Foundations Certified (or ability to achieve certification within one (1) year of employment)
- Specific experience with the CMDB, Asset Management, Change, Incident, Problem, Request modules (Service Catalog) modules
- ServiceNow scripting experience using JavaScript, Jelly, Glide, HTML, CSS, XML, SOAP, and Web Services
- Working knowledge of relational databases
- Experience developing custom, complex workflows and applications in ServiceNow
- Experience with integrations & interfaces between ServiceNow and other systems such as, but not limited to: SAP, Clarity, Solar Winds
- Fundamental understanding of IT service management and the ITIL business processes; experience working closely with project managers and process owners to capture business requirements, translate them into technical specifications and develop ServiceNow functionality
- Possess analysis and problem-solving skills
- Needs to be able to interpret / communicate problems in both technical and non-technical language to provide the appropriate levels of service to all areas; ability to communicate with all levels of associates in the organization
- Able to influence, negotiate with and nurture relationships with key stakeholders; ability to interact and build consensus among IT portfolios in a demanding highly customer-focused environment
- Strong attention to detail
- Ability to operate with significant autonomy and latitude to meet business objectives
- Excellent planning and organizational skills with an ability to understand the long-term ("big picture")
The following skills and experience will set you apart from others:
- Masters or other advanced degree, ideally in an IT or Business area
- Energy industry background that includes a working knowledge of effectively mapping technology to business challenges
- In-depth knowledge of ITIL v3 best practices and the inter-relationships with other ITIL processes
Position will be filled at the appropriate salary grade based upon the skills, knowledge, and experience of the selected candidate
Essential Functions
Works closely with department managers and users to define and analyze business and operational problems, process improvement opportunities and requirements; analyzes operational and business mandates and legal requirements; identifies and analyzes complex, ambiguous and/or conflicting business process issues; advises department managers on applications development, enhancement and maintenance issues; explains technology and process options and assists managers in analysis and decision making; analyzes management information needs and recommends data and reporting processes; coordinates the development of department priorities and works within IT to align initiatives to these priorities; facilitates user meetings and joint development sessions. Develops and refines business models and relationship diagrams; evaluates methods of improving efficiency and cost effectiveness of business, technical and operational processes; works with users to reengineer work processes; analyzes functional business requirements and translates user expectations into detailed business requirements, specifications and success criteria; works with Information Systems to develop conceptual proposals for business process automation initiatives; recommends work process and/or operational changes to complement system functionalities; serves as an advocate for department needs with IT; stays abreast of developments in departmental processes to anticipate emerging technology needs. Participates in the development of statements of work for RFPs/RFIs; participates in evaluating vendor applications and solutions; coordinates department review of vendor deliverables for accuracy and completeness, ensuring that department needs and requirements have been met. Develops significant application/hardware solutions to problems and addresses change request issues that require assignment of resources. Analyzes and troubleshoots complex applications problems and errors; takes action or communicates solutions to problems; answers technical questions and provides guidance to users on system functionalities and methods for correcting problems. Develops trainin
