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- Bachelor's degree in Computer Science, Information Systems, or other technically relevant degree or any combination of equivalent work experience and education.
- 8+ years’ experience as an IT Application or System administrator, with at least 2 years’ experience specifically as a SNOW administrator and/or developer required.
- 2+ years working with various SNOW modules such as Service Catalog, Knowledge, Asset Management, Change/Incident, CMDB, ITSM and CSM.
- Experience implementing, and/or upgrading ServiceNow.
- Experience and knowledge supporting ServiceNow ITSM, ITOM, ITAM, and CMDB modules.
- Work with business and technical teams to design and build workflows that manage, enhance, and/or improve internal processes.
- Develop system integrations and process automation, fully utilizing the platform’s workflow capabilities.
- Create reports and dashboards in the SNOW platform to meet internal customer and business needs
- Support vendor updates and new releases while maintaining system integrity and availability across development and production environments.
- Proven experience creating SNOW update sets, promoting, and testing in multiple instances, and deploying into production.
- Excellent knowledge of SNOW best practices.
- A solid understanding of ITSM processes.
- Stay abreast of new features and functionality playing a role in driving continual improvement, platform expansion and adoption.
- Monitor of health and compliance of the ServiceNow implementation.
- Document and maintain functional business requirements, process flows, and business use cases.
- Support IT Infrastructure Library (ITIL) process including Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, and other ServiceNow modules. (Serve as direct support of the day-to-day administration of the platform).
- Function as the SNOW subject matter expert and offer recommendations and solutions, as needed, to meet collaboration and governance needs.
- Manage access controls for SNOW platform and its functional modules.
- Configure business rules, user interface (UI) policies and actions, client scripts, and access control lists (ACLs), including writing advanced scripting of each (including CMS/Service Portal).
- Configure notifications, UI pages, UI macros, script includes, formatters, etc.
- General understanding of operating system models (Linux, Windows), hardware architectures, distributed computing architectures, storage technology (SAN/NAS/DAS), server virtualization, memory management, networking, system maintenance, disaster recovery, database failover models, database theory and design, Security/Identity Management (Okta, AD), authentication and authorization, Business Intelligence platforms, dashboards, data mining and visualization tools, mobile application deployment and management along with service integration.
- Able to develop presentations and propose ideas effectively to team members at all levels with varying levels of technical expertise.
- Excellent verbal/written communication, collaboration, analytical and presentation skills.
- Active participant in the development of strategic initiatives for the platform, team, and organization.
- Ability to work independently and within a larger group of engineers