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Job Details

Skills

ServiceNow
Change Advisory Board (CAB)
Service Level Agreements (SLAs)
Continual Service Improvement (CSI)
ITIL
IT Service Management (ITSM)

Summary

Role: ServiceNow Admin

Location: Rochester NY Onsite

Job Duties:

Manage daily ServiceNow platform operations to ensure system stability, availability, and optimal performance.
Monitor and manage Incident, Problem, Change, Request, and Knowledge Management processes in accordance with ITIL best practices.
Ensure compliance with Service Level Agreements (SLAs) by tracking, prioritizing, escalating, and resolving service tickets.
Analyze service trends, operational metrics, and performance data to identify opportunities for process improvement.
Communications and restoration of critical business services.
Facilitate Change Advisory Board (CAB) meetings and support change management governance processes.
Perform root cause analysis for recurring incidents and collaborate with technical teams on permanent corrective actions.
Develop, maintain, and optimize ServiceNow workflows, forms, dashboards, reports, and performance analytics.
Partner with IT infrastructure, cybersecurity, application support, and business teams to improve service delivery and operational efficiency.
Monitor platform health, integrations, and automated workflows to ensure reliable service operations.
Support ServiceNow upgrades, enhancements, testing, and release management activities.
Maintain accurate process documentation, knowledge articles, operational procedures, and governance records.
Track and report on key performance indicators (KPIs), SLA attainment, incident volumes, problem trends, and service performance metrics.
Drive Continual Service Improvement (CSI) initiatives by identifying gaps and recommending operational enhancements.
Support audit, compliance, and risk management activities related to IT service management processes.
Train and mentor service desk personnel and process owners on ServiceNow functionality and ITIL practices.
Manage escalations and serve as a point of contact for high-priority operational issues.
Collaborate with business stakeholders to gather requirements and improve IT service delivery capabilities.
Ensure data integrity, configuration management accuracy, and adherence to established operational standards.
Evaluate new ServiceNow features and modules to support business objectives and increase operational effectiveness.

Build Analyst Skills & Qualifications:

Experience working within IT Service Management (ITSM) environments governed by ITIL best practices, supporting operational excellence, service quality, compliance, and continual service improvement initiatives.
Knowledge of ITSM process development, implementation, and governance, including Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, and Service Level Management within ServiceNow and related enterprise platforms.
Proficiency with ServiceNow and Microsoft Office applications, including Word, Excel, and PowerPoint, for reporting, KPI analysis, dashboard creation, documentation, and operational metrics tracking.
Excellent verbal and written communication skills with demonstrated ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership.
Strong organizational, leadership, and team-building skills with the ability to coordinate multiple operational priorities, facilitate process adoption, and drive continuous improvement initiatives.
Demonstrated ability to analyze complex operational issues, identify root causes, and make data-driven decisions to improve service delivery, system reliability, and customer satisfaction.
Ability to work independently and as part of cross-functional teams while managing service operations, meeting SLA commitments, and ensuring alignment with organizational objectives.
Experience supporting compliance, audit readiness, process documentation, governance activities, and operational controls in enterprise IT environments.
Proven ability to monitor service performance, evaluate operational trends, and recommend process enhancements that improve efficiency, reduce incidents, and strengthen overall service quality.
Skilled in prioritizing workload, managing competing demands, and maintaining a customer-focused approach in fast-paced IT operations environments.

Regards,

pradeep(@)smg-llc(.)us

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91171941
Position Id: 9052261
Posted 2 hours ago

Company Info

About Systems Management Group, Inc

Systems Management Group, Inc. (SMG) was created in 1989 and is dedicated to providing a complete suite of products and services to the Healthcare Community. In addition to selling and supporting Practice Management & EHR software, we have many add-on products to enhance practice productivity. Our clients include medical practices, clinics and billing services from coast-to-coast.

SMG's team of specialists works with CGM products including Lytec Practice Management and Lytec MD EHR. SMG was one of Lytec's first resellers and continues 35 years later to be amongst its most respected sources of experience and knowledge. We participate on the Lytec Advisory Board and have helped bring critical features and functions to the Lytec software product for many years.

SMG has worked with thousands of medical practices and is dedicated to the art of customer support. Utilizing online remote support tools, we are a phone call away from answering your questions & resolving your issue. Our experienced professional team is schooled and certified in the latest technology and industry requirements.

Job Details

Skills

ServiceNow
Change Advisory Board (CAB)
Service Level Agreements (SLAs)
Continual Service Improvement (CSI)
ITIL
IT Service Management (ITSM)

Summary

Role: ServiceNow Admin

Location: Rochester NY Onsite

Job Duties:

Manage daily ServiceNow platform operations to ensure system stability, availability, and optimal performance.
Monitor and manage Incident, Problem, Change, Request, and Knowledge Management processes in accordance with ITIL best practices.
Ensure compliance with Service Level Agreements (SLAs) by tracking, prioritizing, escalating, and resolving service tickets.
Analyze service trends, operational metrics, and performance data to identify opportunities for process improvement.
Communications and restoration of critical business services.
Facilitate Change Advisory Board (CAB) meetings and support change management governance processes.
Perform root cause analysis for recurring incidents and collaborate with technical teams on permanent corrective actions.
Develop, maintain, and optimize ServiceNow workflows, forms, dashboards, reports, and performance analytics.
Partner with IT infrastructure, cybersecurity, application support, and business teams to improve service delivery and operational efficiency.
Monitor platform health, integrations, and automated workflows to ensure reliable service operations.
Support ServiceNow upgrades, enhancements, testing, and release management activities.
Maintain accurate process documentation, knowledge articles, operational procedures, and governance records.
Track and report on key performance indicators (KPIs), SLA attainment, incident volumes, problem trends, and service performance metrics.
Drive Continual Service Improvement (CSI) initiatives by identifying gaps and recommending operational enhancements.
Support audit, compliance, and risk management activities related to IT service management processes.
Train and mentor service desk personnel and process owners on ServiceNow functionality and ITIL practices.
Manage escalations and serve as a point of contact for high-priority operational issues.
Collaborate with business stakeholders to gather requirements and improve IT service delivery capabilities.
Ensure data integrity, configuration management accuracy, and adherence to established operational standards.
Evaluate new ServiceNow features and modules to support business objectives and increase operational effectiveness.

Build Analyst Skills & Qualifications:

Experience working within IT Service Management (ITSM) environments governed by ITIL best practices, supporting operational excellence, service quality, compliance, and continual service improvement initiatives.
Knowledge of ITSM process development, implementation, and governance, including Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, and Service Level Management within ServiceNow and related enterprise platforms.
Proficiency with ServiceNow and Microsoft Office applications, including Word, Excel, and PowerPoint, for reporting, KPI analysis, dashboard creation, documentation, and operational metrics tracking.
Excellent verbal and written communication skills with demonstrated ability to collaborate effectively with technical teams, business stakeholders, vendors, and executive leadership.
Strong organizational, leadership, and team-building skills with the ability to coordinate multiple operational priorities, facilitate process adoption, and drive continuous improvement initiatives.
Demonstrated ability to analyze complex operational issues, identify root causes, and make data-driven decisions to improve service delivery, system reliability, and customer satisfaction.
Ability to work independently and as part of cross-functional teams while managing service operations, meeting SLA commitments, and ensuring alignment with organizational objectives.
Experience supporting compliance, audit readiness, process documentation, governance activities, and operational controls in enterprise IT environments.
Proven ability to monitor service performance, evaluate operational trends, and recommend process enhancements that improve efficiency, reduce incidents, and strengthen overall service quality.
Skilled in prioritizing workload, managing competing demands, and maintaining a customer-focused approach in fast-paced IT operations environments.

Regards,

pradeep(@)smg-llc(.)us

Dice Id: 91171941
Position Id: 9052261
Posted 2 hours ago

Company Info

About Systems Management Group, Inc

ServiceNow Admin (SLA, KPI, CAB) - 10+ yrs - Rochester, NY Onsite

Rochester, New York

•

Today

Role: ServiceNow Admin Exp: 10+ yrs Location: Rochester, NY (5 days Onsite) Job Duties: Manage daily ServiceNow platform operations to ensure system stability, availability, and optimal performance. Monitor and manage Incident, Problem, Change, Request, and KnowledgeManagement processes in accordance with ITIL best practices.Ensure compliance with Service Level Agreements (SLAs) by tracking, prioritizing, escalating, and resolving service tickets.Analyze service trends, operational metrics, and

Easy Apply

Contract, Third Party

Depends on Experience

ServiceNow Admin - 10 Years - Rochester NY Onsite

Skills

Summary

Dice Job Match Score™

Pradeep Villuri

Similar Jobs

ServiceNow Admin - 10 Years - Rochester NY Onsite

Systems Management Group, Inc

Job Details

Skills

Summary

Company Info

About Systems Management Group, Inc

Dice Job Match Score™

Pradeep Villuri

Similar Jobs