ServiceNow Administrator / ITSM Manager

SERVICE DELIVERY, MANAGER, SERVICENOW, SERVICE NOW, ITIL, HELPDESK
Full Time
BASED ON EXPERIENCE

Job Description

At E78 Partners, we assist our clients in finding just the right candidates to fit their needs! They are currently seeking a ServiceNow Administrator with a few years of Service Delivery and ITSM Management experience to lead a team by providing technical support and business solutions to our Client's multi-site locations. Ensure customer satisfaction through high levels of service quality. Serve as ITSM administrator, using the ServiceNow platform to drive continuous improvement across all IT functions.

Responsibilities:
  • Oversee and direct the activities of a multi-site Service Delivery team
  • Establish and track Helpdesk metrics
  • Develop and review technical documentation, policies, and procedures
  • Solicit and incorporate regular feedback from user community regarding IT service levels
  • Serve as administrator of ServiceNow ITSM platform
  • Build and maintain the IT Service Catalog and Configuration Management Database, including associated workflows and relationships
  • Drive continuous improvement efforts by leveraging the ServiceNow platform and ITIL best-practices
  • Coordinate platform upgrades
  • Provide general support and maintenance of the ServiceNow platform
  • Manage team of 5-8 employees across multiple locations
  • Supervise team costs and methods
  • Report on team's productivity
  • Recruit, develop, train, and terminate employees
  • Establish standards of performance and ensure that organizational policies are carried out
  • Lead the Performance Management process
  • Oversee the administration of timecards and approval of time off request
Qualifications:
  • Bachelor's degree in Computer Science or other related technical discipline, or equivalent experience
  • ITIL v3 or v4 certification
  • 3-5 Years' experience working in Service Desk / Help Desk capacity
  • 3-5 Years' experience working with ServiceNow
  • 1-3 Years' experience in manager/supervisor role
  • 1-2 Years' experience in ServiceNow administration
  • Demonstrated knowledge of ServiceNow Knowledge Management, Change Management, Problem Management, CMDB, and Service Catalog
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
  • Ability to adapt to changing business needs
  • Focus on customer service, efficiency, and continuous improvement
  • Demonstrated interpersonal and collaboration skills
  • ServiceNow System Administrator certification
  • Experience using JavaScript, XML, and HTML
  • Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening and considering others' views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner.
  • Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.
  • Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.
  • Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.
  • Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.
Dice Id : 10272178
Position Id : 21-00017
Originally Posted : 1 month ago
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