ServiceNow System Administrator

The Milestone Technologies Elite ServiceNow Practice is expanding, and they are currently seeking a ServiceNow System Administrator to join their team. The ServiceNow Administrator will play a crucial role in providing first-level support and technical assistance to users of the ServiceNow platform. This includes addressing technical queries, troubleshooting issues, and collaborating with other teams to resolve problems. The role also involves shadowing and documenting current processes and procedures, as well as communicating with the support team on required procedures:

Triage incoming client contacts via monitored channels such as email, ServiceNow tickets, Slack, and group transfer
Categorize support tickets and work towards resolution or transfer/escalation to appropriate support groups
Review incoming "how to" requests and assist users with activities inside the ServiceNow platform using playbook job aids/instructions
Suggest additional playbooks for development to Business Analyst resources

Minimum one year of experience performing administrative functions in the ServiceNow platform, including managing user access and security settings, creating and maintaining roles and groups, and reviewing and troubleshooting workflows
Proficiency in using the ServiceNow platform to troubleshoot issues and resolve problems
Strong analytical and problem-solving skills
Experience with ITIL (Information Technology Infrastructure Library) processes and best practices
Familiarity with ServiceNow reports and dashboards
Good knowledge of CMDB
Service Desk Support experience
Experience with web technologies scripting (XML, HTML, JavaScript, Web Services, etc.)
Understanding of integrations such as LDAP, SSO, and email
Understanding of Agile SCRUM development methodology
Effective communication skills, both written and verbal (English)
Strong customer service skills and the ability to build positive relationships with clients and team members
Ability to work independently, take ownership of tasks, and demonstrate strong problem-solving and analytical skills
Ability to work well under pressure, handle multiple tasks simultaneously, and pay strong attention to detail and accuracy
Ability to work effectively in a team environment, collaborate with others, and manage time efficiently
Flexibility and adaptability in a fast-paced and constantly changing environment
Continuous improvement mindset and the ability to learn new technologies and processes quickly