Service-Now Administrator

Business Unit: CM

Department: Technology

Reports To: IT Operation Manager

Scope:

Please specify if this a global or regional position

Works With

Internal:

Product Managers

Scrum Masters

Infrastructure

Program Leadership Team

Project Team

Architecture Team

Internal Business Stakeholders

External:

SNOW Partners

Vendors (Technical integration vendors)

Role Purpose:

The SNOW Admin is responsible for maintaining SNOW instance at Covermore and will be backbone of the operations and responsible for day-to-day operation of organizations ServiceNow Instance.

Should be responsible for end-to-end Development support on ITSM and CMDB

What we ask of you

Function Specific Responsibilities

Improve business processes and manage continuous improvement projects.

Analyse the current environment and propose automation whenever possible.

Manage functional and process documentation.

Coordinate upgrades and changes to the ServiceNow instance

Managing permissions and access (roles, users, and groups).

Guide business users with the process and Servicenow.

Maintaining instance performance with regular checkups.

Troubleshoot day-to-day operation and system issues.

Work with the ServiceNow support team to resolve issues.

Deploy update sets from non-prod environments.

Setup reports and schedules them.

Setting up notifications and alerts.

Work closely with Project Managers and business stakeholders and implement ITIL best practices.

Maintain Service Catalogue and Service Level Management.

CMDB and CSDM understanding and coordination with stakeholder to support the accurateness.

Manage Access Control Lists and scripts like server scripts and client scripts.

Manage CMDB health and fixing the exception and ensuring its upto date.

Develop and manage standard load template to import updated data.

Resolve basic incidents and fulfil routine service requests.

Provide training to end-users and business owners.

Managing Licenses and ensuring we are not overutilized and utilizing all procured licenses effectively.

Customer

Provide an outstanding standard of customer service by being responsive to customer demands empathetic, proactive, and committed to deliver on promise and in line with our customer service principles across our omnichannel platforms/portals.

Use of customer insights to provide direction for business initiatives.

Ensure best practice customer initiatives are adopted and applied

Provide exceptional customer service to internal and external customers within company

guidelines, regulatory obligations and SLAs

Ensure all confidential information is handled in accordance with company and partner protocols and procedures

Ensure high levels of customer relationship management are maintained

Communication

Ensure all contact and interactions are of the highest standards, communicating clearly and appropriately to all stakeholders.

Collaborate and provide regular reporting and updates with key stakeholders across the Cover- More Group

Ensure all communication is in line with the delivery of our Brand Promise to all stakeholders

Keep accurate notes regarding interactions in accordance with relevant SOP and processes.

Performance Metrics (include for WTP roles)

Accountable for own achievement of performance and behavioural targets in line with quarterly

KPIs and business process and procedures.

Contribute proactively to team achievement of performance targets in collaboration with Team Leader including; service expectations, productivity, achievement of KPIs, behavioural expectations, and general operational performance and compliance.

Identify development strategies necessary to achieve career goals and make use of development and training opportunities.

What youll bring

Skills, qualifications & experience

Experience using JavaScript, XML, and HTML,

ServiceNow System Admin certification (admin or higher),

Demonstrated ability with ServiceNow incident, change, problem, request, CMDB and knowledge management applications,

Experience in IT service management, ITIL certification preferred,

Ability to analyze, troubleshoot and resolve complex software application related problems;

Exceptional customer service skills,

Applies standard methodology, techniques, procedures and criteria,

ITIL v3 Certification,

Ability to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results,

Minimum 5 years experience with ServiceNow administration Or Development

Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes,

What youll bring

ServiceNow Certified System Administrator or ServiceNow Certified Application Developer,

Experience troubleshooting integration management, security, and application issues,

Experience with JavaScript, XML, HTML, CSS, and web service integrations using REST, SOAP, etc