ServiceNow Administrator

Overview Streamline Operations. Optimize Platforms. Enable Service Excellence.

POSITION

PURPOSE:

The Service Now Administrator is responsible for the configuration, maintenance, development and administration of the Service Now platform to support IT Service Management (ITSM) processes, supporting Service Now Modules ITSM, ITOM, ITAM, and CSM. This role ensures the platform's stability, performance, and alignment with organizational needs.

Operating within a dynamic IT environment, the Service Now Administrator focuses on optimizing the platform to enhance IT service delivery. Challenges include managing system configurations, troubleshooting issues, and supporting stakeholders across the organization.

• Configure and customize Service Now modules (ITSM, ITOM, ITAM, CSM) to meet business requirements.

• Maintain user roles, groups, and permissions to ensure proper access control.

• Monitor system health and performance, troubleshoot issues, and implement solutions.

• Manage integrations with other systems and applications

• Create and Maintain Catalog Items and Record Producers

• Develop and maintain basic Service Now configurations, including Business Rules, Client Scripts, UI Policies, UI Actions, and Data Policies.

• Create and modify Flow Designer flows, notifications, and simple workflow automations to support business processes.

• Build and update forms, lists, and Service Portal pages using out-of-the-box functionality with minimal customization.

• Perform basic scripting using JavaScript within the Service Now platform to support configuration and automation requirements.

• Support application testing, deployments, and update set management across development, test, and production environments.

• Follow Service Now development best practices, coding standards, and platform governance to ensure maintainable and scalable solutions.

• Implement best practices for platform configuration, maintenance, and performance optimization.

• Conduct regular audits to ensure data integrity and compliance with standards.

• Collaborate with stakeholders to identify opportunities for process automation and improvement.

• Provide technical support and guidance to end-users on Service Now functionality.

• Develop and maintain training materials and documentation.

• Conduct training sessions for users and stakeholders as needed.

• Plan and coordinate platform upgrades and patches.

• Test new features and functionalities before deployment.

• Ensure smooth transition and minimal disruption during releases.

Provide comprehensive reports on the following key performance indicators and metrics to the Director of End User Experience monthly:

• System Uptime:
  Percentage of time the Service Now platform is operational and available for users.

• Performance Metrics:
  Metrics related to system performance, such as response time, latency, and throughput.

• Number of Process Improvements Implemented:
  Quantity of enhancements made to the change and problem management processes.

• Time to Implement Process Improvements:
  Average time taken to implement suggested process improvements.

• Cost Savings:
  Financial savings achieved through process optimizations, incident reduction, and improved resource utilization.

• CMDB Data Accuracy Rate:
  Percentage of CMDB data that is accurate and up to date compared to the actual state of the IT infrastructure.

• CI (Configuration Item) Identification Rate:
  Percentage of IT assets and configuration items correctly identified and recorded in the CMDB.

• CI Relationship Completeness:
  Percentage of relationships between CIs that are accurately represented in the CMDB.

• CI Reconciliation Accuracy:
  Percentage of discrepancies identified and resolved during CI reconciliation processes.

• CMDB Data Completeness:
  Percentage of essential attributes and fields populated for each CI record in the CMDB.

Configure and Maintain Service Now Platform:

The Service Now Administrator plays a crucial role in configuring and maintaining the Service Now platform to support various IT Service Management (ITSM) processes such as Incident, Request, Change, and Asset Management. This involves understanding the organization's business requirements and translating them into Service Now configurations. Additionally, the administrator ensures that the platform remains up to date with the latest releases and patches, applying necessary configurations to maintain system stability and performance.

Optimizing the performance of the Service Now platform is essential for providing efficient IT services. The administrator continuously monitors system health and performance metrics, identifies areas for improvement, and implements optimizations to enhance user experience and productivity. Furthermore,…