Position Summary

The ITSM Administrator is responsible for the configuration, administration, and support of the ServiceNow platform. This role involves managing the platform's health, implementing changes, and ensuring optimal performance to meet the organization's needs. The ITSM Administrator will collaborate with IT teams and business stakeholders to deliver effective solutions and improvements.

Essential Duties and Responsibilities (include the following. Other duties may be assigned)

• Subject-matter expertise in the ServiceNow Platform
• Administer and maintain the ServiceNow platform in a cloud-hosted environment, ensuring its stability, reliability, performance, and resiliency.
• Create, maintain, and enhance Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability, and Active Directory Profile synchronization.
• Drive CMDB maturity through Service Mapping, Asset Management, and Discovery best practices.
• Configure and maintain ServiceNow ITSM modules (Incident, Change, Problem), Service Catalog, and Self-Service Portal.
• Manage ServiceNow instance security, including user/group access, roles, and permissions.
• Install and configure new ServiceNow store apps and plugins.
• Troubleshoot and resolve technical issues, escalating where necessary to ensure timely resolutions.
• Monitor and maintain the health of the ServiceNow platform through regular checks and proactive maintenance.
• Develop and implement new modules, workflows, and custom applications within the ServiceNow platform.
• Create and maintain service catalogs, forms, scripts, and automated workflows.
• Collaborate with teams to design and implement integrations with other systems.
• Serve as a backup to the ServiceNow Business Analyst by assisting with requirement gathering, functional documentation, and translating business needs into technical solutions when necessary.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Acumen – Understand business implications of decisions; Demonstrates knowledge of market and competition and how emerging information security threats can impact profitability and the industry in general.
• Professional Development – Maintains up-to-date knowledge of available and emerging network, system, and security technologies through professional reading, attending industry conferences, and training.
• Conflict Management – Steps up to conflicts seeing them as opportunities. Reads situations quickly, good, focused listening. Can hammer out agreements and settle differences equitably. Encourages open communication; Maintains objectivity; Keeps emotions under control.
• Financial Responsibility - Understands financial targets and budget goals; Creates sound business cases to support expenditures; Promotes conservation of organizational resources.
• Integrity – Can present the unvarnished truth in an appropriate and helpful manner. Keeps confidence.
• Decision Quality – Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgement. Sought out by others for advice and solutions. 
• Impact & Influence – Pursues and wins support for ideas; Displays ability to influence key decision-makers; Achieves win-win outcomes; Uses authority appropriately to accomplish goals; Collaborates with interdepartmental administrative staff to ensure information security responsibilities are fulfilled; Addresses divergent opinions.
• Understanding Others – Understands why groups do what they do. Builds across the organization; Establishes collaborative relationships to achieve objectives; Seeks win-win solutions to conflict; Develops network of professional contacts; Displays empathy and tolerates diverse viewpoints.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Demonstrated ability to lead and inspire teams to achieve goals and deliver results in a fast paced, dynamic environment.
• Excellent interpersonal and communication skills, with the ability to effectively collaborate with diverse stakeholders and influence decision-making.
• Strong problem-solving abilities, with a focus on driving innovation and continuous improvement.
• Proficiency in project management methodologies and tools, with a proven ability to plan, execute, and oversee multiple projects simultaneously.
• Strong organizational skills and attention to detail, with a focus on managing project timelines, budgets, and resources effectively.
• Strong customer service skills and demonstrated the ability to build professional relationships.
• Ability to build and maintain positive relationships with cross-functional teams, vendors, and business partners to achieve shared goals and objectives.

Education and/or Experience:

• BS degree in Computer Science, Information Systems, or related field.
• 5 years of experience developing and managing ITSM Platforms (ServiceNow, BMC, Ivanti, Etc.)
• ServiceNow Administrator Certification or other ServiceNow Certifications
• ITIL Foundation Certification or higher
• Experience with CMDB management and maintaining data integrity
• Strong documentation skills for workflows, configurations, and processes

Other Qualifications:

• Solid teamwork and interpersonal skills - able to work alone or with a team.
• Capable of dealing effectively with change conflict management
• Extremely well organized.
• Highly motivated individual who can work in a fast-paced environment.
• Ability to participate in the analysis and/or resolution of IT and business issues.
• Ability to travel either by ground or air to perform job duties or participate in conference or training related venues.
• Ability to work weekends as required and provide on-call support.
• 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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move network equipment either alone or with assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.