ServiceNow Administrator Analyst

Who we are:

As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be.

The Application Administrator I–Service Now is responsible for assuring the stability and performance of the Service Now platform for QTS. This person is primarily responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions. This person must be able to prioritize their day-to-day activities given overarching guidance, own issues from start to finish, and practice proactive communication within a collaborative agile team.

This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.

• Provide administrative support to the Service Now user base
• Monitor and optimize the health, usage, and overall compliance of the Service Now platform
• Identify system deficiencies and divergences from best practice within the production instance
• Coordinate & execute platform upgrades & maintenance
• Perform upkeep on existing solutions (e.g. business rules, UI policies, client scripts, ACLs, workflows, dashboard & reporting, data imports, service catalog development, etc.)
• Provide after hours and on-call support, as needed
• Advise teams on design, development and overall best practice configuration of Service Now
• Assist with the design and configuration of new solutions in Service Now
• Lead cross-functional review sessions that produce high-leverage learnings use to build organizational capability.

• Associate’s degree in Computer Science or other related field; specialized training ,or equivalent professional experience
• Three or more years of progressive IT experience supporting enterprise and application services
• One or more years of direct administration experience with Service Now
• One or more years of hands‑on experience with Service Now components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics etc.
• Working knowledge of the IT Operations Management(ITOM) suite of capabilities, to include MID deployment, Discovery, CMDB, Orchestration, Event Management, Operations Intelligence, Service Mapping, etc.
• Knowledge of Service Now best practices and ongoing knowledge of latest Service Now features

• One or more years of experience working in a data center environment or other relevant critical process environment
• ITIL v3/v4 certification
• Certified Service Now Administrator
• Project Management certification (PMP, Agile, Scrum)

• Exhibit excellent interpersonal skills with all levels of the organization
• Use organizational skills to determine prioritization and appropriate multitasking
• Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses
• Perform necessary and timely follow-up, escalating appropriately if necessary
• Excellent writing skills for generating clear, concise release notes and documentation
• Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization
• Ability to work independently, with supervision, on a project of varying complexity
• Actively invests in growing yourself and others to build the talent and capabilities required for sustained success.

• Roth…