ServiceNow Administrator

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General Summary This position is responsible for overall implementation, management, and continuous improvement of IT Operations solutions and ITIL best practices, collaborating with IT Operations team, developers, vendors and Dev Ops teams to design, develop, test and deploy technical solutions.

Essential Job Accountabilities Serve as a process in Service Management projects by providing guidance and advice involving creating new process flows, improving existing processes, and ensuring documentation and staff training to enhance efficiency and effectiveness.

Establish and maintain governance and reporting for Service Management processes to ensure compliance and transparency.

Oversee and maintain our Service Catalog system, CMDB and other IT Operational technologies, with a focus on their expansion and automation to improve service delivery and operational efficiency.

Review new or major application changes, while assessing their impact on operations to ensure smooth integration and minimal disruption.

Serve as a liaison for the continual Service Improvement of all ITIL management functions, managing these functions and their interactions via various systems to drive ongoing enhancements.

Analyze Operational processes, identify automation/improvement opportunities, and lead the implementation of technological solutions to optimize performance and productivity.

Consult with IT Management regarding documentation, development, and implementation of Service Management processes to ensure alignment with organizational goals and best practices.

Ensure creation and facilitation of ongoing ITSM communication and training plans to keep staff informed and skilled in Service Management practices.

Ensure activities and key stakeholders are in place to drive improvement on services to increase customer satisfaction.

Communicate progress, updates and changes regarding ITSM processes and projects to senior management to ensure transparency and informed decision-making.

Education Bachelors Degree in Information Systems, Computer Science, or related field preferred

Advanced industry standard certifications (ITIL/ITSM) preferred

Work Experience5+ years of IT Service Management experience.

Experience in managing/working within large domestic or global teams.

Experience in the Agile and Dev Ops framework.

Experience in a variety of programing languages, database management systems and a strong knowledge of data architecture and design.

Basic UX principles.

Service Now experience preferred

Knowledge, Skills, and Abilities Ability to work with minimum supervision.

Excellent customer service and interpersonal skills.

Excellent verbal and written communication skills

Capacity to solve problems and make decisions in a clear and decisive manner.

Ability to provide guidance to other team members.

Excellent organizational skills.

Ability to work in a team environment.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to operate a computer keyboard. The employee is occasionally required to reach with hands and arms.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Requirements/Skills Abide by Granite’s Code of Conduct.

Demonstrate a high degree of patience with an ability to work with all levels of management and staff.

Excellent ability to prioritize workload, especially…