Position Overview:

Job Role: Service Now Technical Specialist

Location: New York, NY

Description:

“This role requires that all successful applicants be fully vaccinated against COVID-19 as a condition of the engagement and provide proof of such vaccinations within 3 days of commencement of services.”

FYI, where work location is US onsite, the expectation will be that contingents attest they are vaccinated and upload proof of vaccination within 3 days of their start date, else they would be disengaged.

This would be based exclusively on job location in Fieldglass/Workday.

Executive Summary:

The Technology Workplace Support Services (WSS) team provides technology support to the company end user community. As part of these services, WSS is responsible and accountable for the end to end IT asset lifecycle, from procurement through disposal. 

It is critical to the Firm that accurate asset recording, inventory and auditing become part of the culture of WSS. Reporting, auditing and continuous improvement are also part of the IT Asset Management vision. Candidate(s) for the role(s) are expected to comprehend the overall asset program, incorporate operational best practices in their daily routine, learn various tools and identify operational efficiencies. Data entry, ticket management and documentation maintenance will be a core part of the day-to-day duties. 

The individual(s) should have both technical and communication (written and verbal) skills and exhibit keen attention to detail. Individuals in this role must be motivated and intrigued to dive into areas, working with various teams in support services, infrastructure and development areas. 

Must have excellent organizational and time management skills to manage multiple streams of work. Knowledge of Microsoft Excel is required and experience with an ITSM ticketing system would best position this candidate(s) for success. 

Responsibilities include:

#Ensure all support processes (both project and business as usual) include asset record updates as necessary and manage the implementation into workflows

#Ticket and Asset Database Updates

#Management of ServiceNow Requests/Tasks and/or Incident tickets

#Identification of new products / hardware make/models into database

#Asset update / recording into database and ensure ticket quality

#Tracking, reporting and escalation of issues

#Work with design and development teams to introduce requirements for asset inventory changes and automated workflows

#Interaction with various members across WSS, Infrastructure and Corporate Services 

#Understand, articulate and implement changes within team, as overall Program Leads establish new and/or updated goals, scope and/or tooling

#Communicate and provide training/education to teams who perform asset movement (e.g. groups outside of WSS, large scaled project teams, new WSS team members)

#Establish and maintain documentation for operational processes that align with the Firm's policies and procedures

#Work with infrastructure teams in order to build a process to centrally monitor, manage and record infrastructure (e.g. network) assets across ~600 locations

#AuditoPerform verification and audit of content, ticket workflows and asset inventory 

#Establish frequency based on requirements from Risk groups and self-audit capabilities

#Establish KPI/metrics and standardize reporting on a scheduled basis 

Qualifications: 

#Bachelors degree and/or extensive relevant experience

#Minimum of 3 - 5 years experience in technology or technology troubleshooting environment

#Asset Tracking / Management experience a plus

#Experience with ServiceNow (or similar ticketing system)

#Strong organizational and problem solving skills

#Excellent verbal and written communications skills

#Advanced Microsoft Excel #Proficient in other MS-Office productivity applications

#Proficient in Share Point site maintenance

#ITIL certifications a plus

#Experience in the financial industry is a plus