ServiceNow Support Administrator – L3

Overall Job Purpose

• To perform 3rd line level support and administration tasks on multiple ServiceNow instances and to ensure the highest levels of service and customer service are achieved.

Main Duties of the Job

• Supporting core ServiceNow modules like Incident, Problem and Change Management, Service Catalogue Management, Users and Groups management, CMDB, Knowledge etc
• Maintaining Service Catalogue items and workflows
• Perform mass upload of data via import sets
• Assist in the customer on-boarding process on SCC’s MSP platform
• Perform incident and problem root cause analysis following defined ITIL processes and procedures
• Contribute to project activities by completing assigned tasks as necessary
• Assist in the identification of opportunities for improvement in applications, services and processes.
• Communicate and build relationships with all levels of the business and SCC’s customers

Skills, Knowledge and Experience

• Extensive experience with the ServiceNow ITSM platform in a similar position
• ServiceNow Certified System Administrator
• Full understanding of ITSM processes
• Good understanding of IT Operations Management (ITOM)
• Capable of managing enterprise level platforms
• Understanding of web services and integrations
• Excellent communication skills
• Ability to prioritise workload in a very dynamic environment
• To be professional and presentable at all times

Desirable

• ITIL v3 certification
• Previous experience of development and coding – scripting and use of APIs
• Basic understanding of AGILE/SCRUM methodologies

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