Service Management Administrator 2

## Service Management Administrator 2

Apply locations:
Scottsdale AZ - Technology & Digital Commerce Center time type:
Full time posted on:
Posted Yesterday job requisition :
R21936##
** This role is not eligible for sponsorship AND is four days onsite hybrid at our N. Scottsdale office   *
* ** Job Summary
** The Service Management Administrator 2 provides day-to-day administration and support of the Service Now platform for Choice Hotels. This role partners closely with IT and business stakeholders to ensure efficient operation of ITSM processes, system reliability, and continuous improvement of the Service Now environment.

The incumbent independently manages routine platform support activities, owns issues through resolution, and contributes to system enhancements, documentation, and upgrades. This role requires proactive communication, analytical problem-solving, and a strong customer-service orientation.##
** Primary Duties and Accountabilities**###
** Service Now Administration & Support
*** Provide primary support for Service Now platform, including user requests, account access, and issue resolution
* Act as point of contact for incident management and escalate issues as needed
* Perform system administration tasks including configuration, maintenance, and troubleshooting
* Partner with engineering teams to manage:  + System upgrades and patching  + Performance optimization  + System outages and recovery
* Coordinate infrastructure updates and changes with cross-functional teams###
** Testing, Documentation & Compliance
*** Perform integration and acceptance testing for system enhancements
* Assist in development and maintenance of automated test suites
* Maintain system and procedural documentation
* Support audit and compliance processes, ensuring adherence to regulatory requirements
* Partner with training and communication teams to update user-facing materials###
** Continuous Improvement & Collaboration
*** Identify opportunities to enhance ITSM processes, tools, and reporting metrics
* Assist in defining and scoping business requirements
* Participate in planning and implementation meetings
* Maintain awareness of industry trends and best practices
* Promote a culture of continuous improvement and customer-centric service delivery##
** Skills, Knowledge & Experience**###
** Required Qualifications
*** Bachelor’s Degree in Computer Science or related technical field or an equivalent combination of education and work experience
* Minimum of 3 years of Service Now administration experience in a large-scale environment
* Strong analytical and problem-solving skills
* Ability to communicate effectively across technical and non-technical audiences
* Experience managing multiple priorities in a fast-paced environment
* Demonstrated ability to work both independently and collaboratively###
** Technical & Functional Skills
*** Service Now platform administration
* IT Service Management (ITSM) processes
* System administration and troubleshooting
* Knowledge of testing methodologies (manual and automated)
* Documentation and technical writing###
** Preferred Qualifications
*** Certified Service Now Administrator
* Experience developing and maintaining automated test suites
* Previous experience as a technical writer
** This role is not eligible for sponsorship  ****#LI-Onsite
** Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:
* Competitive compensation and benefits, including medical, dental, and vision coverage
* Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
* Financial benefits for retirement and health savings
* Employee recognition programs
* Discounts at Choice hotels worldwide
** About Choice
** Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel…