ServiceNow Administrator

Project Scope:

Client is looking for ServiceNow Administrator to achieve the following objectives through this project.

1. Provide ServiceNow administration, maintenance, and portal development.
2. Modify ServiceNow to fit client s Defined Processes, where needed.
3. Provide and transfer Best Practices skills to the ITT Team in the administration and maintenance of ServiceNow

Roles/Responsibilities:

The selected resource shall support the maintenance and continuous improvement of the client s ITT ServiceNow platform. This role is focused on daily administration, platform hygiene, end-user support, and documentation. The selected resource will work under the direction of the ITT Quality, Standards, and Tooling Manager and follow all established governance and change management processes.

1. Task 1: Platform Administration

Task 1 Deliverables:

1. Assist in managing users, assignment groups, and roles within the platform.
2. Maintain and update forms, fields, views, and access controls (ACLs) as assigned.
3. Monitor scheduled jobs, integrations, and data imports; report or escalate platform issues as needed.

1. Task 2: Support and Triage

Task 2 Deliverables:

1. Work and reported ServiceNow- related end-user issues, once they are assigned.
2. Perform initial triage of issues related to workflows, business rules, or catalog items. Generate recommendation of actions to take and collaborate with ITT ServiceNow Support team for resolution planning or handoff of complex issues

1. Task 3: Governance and Change Control

Task 3 Deliverables:

1. Adhere to the ITT Change Management Process for all changes to the platform
2. Submit and track changes requests as needed
3. Participate in governance or planning meetings as assigned.

1. Task 4: Documentation and Knowledge Management

Task 4 Deliverables:

1. Fully document all ServiceNow administrative activities, configuration changes, and resolutions.
2. Provide detailed work log of daily activities
3. Create Knowledge Base (KB) articles for any undocumented procedures
4. Document end-user procedures upon request

1. Task 5: Review and Recommendations

Task 5 Deliverables:

1. Review and evaluate platform configurations, unused assets (e.g., catalog items, scripts), and system integrations and provide recommendations for improvement
2. Provide recommendations for cleanup, optimization, or enhancements
3. Review platform integrations and advise on potential improvements or risks.

1. Task 6: Upgrade Support

Task 6 Deliverables:

1. Support platform upgrade activities as coordinated by the ITT Quality, Standards, and Tooling Manager
2. Perform testing and validation in sub-production environments as assigned.

Mandatory Skills:

1. MQ1 -Candidate must have three (3) years of proven ServiceNow Administration experience within the recent five (5) years.
2. MQ2 -Candidate must have a current ServiceNow Administrator certification (a copy of certificate must be provided as part of the Proposal)

Desirable Skills:

• Ability to design and develop custom ServiceNow applications or extend out-of-the-box functionality.
• While this is not part of the original scope, the hiring manager may trigger this work if additional development needs arise during the project to support evolving business requirements
• Success will be measured by the consistent execution of ServiceNow platform administration tasks in compliance with ITT change control and governance protocols, ensuring system stability, security, and accuracy.
• This includes timely triage and resolution of user issues, thorough documentation of administrative actions and knowledge base contributions, and delivery of actionable recommendations to improve platform performance, hygiene, and integration

Other Requirements:

At least Three (3) Managerial references from the past six (06) years with the following details. The references must be from three (3) different clients.

1. Name of Company/Agency
2. Contact Name
3. Contact Title
4. Contact Phone #
5. LinkedIn

1. Contact Email