Job Summary
As a ServiceNow Platform Owner, you will be responsible for the administration, configuration, and maintenance of our ServiceNow platform including Incident Management, Change Management, Problem Management, and Service Catalog. You will work closely with various teams to understand business requirements and implement solutions that streamline processes and improve overall efficiency. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for optimizing workflows.
Typical Duties and Responsibilities
- Collaborate with IT Staff and IT Directors to create optimal system performance, design, architecture, and configurations.
- Provide technical expertise and knowledge to ServiceNow strategic plan and roadmap.
- Collaborate with stakeholders to gather requirements and translate them into technical solutions within the ServiceNow platform.
- Lead ServiceNow Module evaluations based on workflow requirements and structured analysis.
- Perform analysis, diagnosis, and resolution of complex system problems for ServiceNow platform.
- Evaluate, test, recommend, and implement platform enhancements and efficiencies.
- Customize ServiceNow applications using JavaScript, HTML, CSS, and other relevant technologies.
- Optimize stability and usability of ServiceNow through regular application maintenance.
- Review platform configurations for accuracy, standardization, best practices, and simplicity.
- Aid in development of business continuity and disaster recovery plans and maintain current knowledge of plan executables. Respond to emergency outages.
- Proactively utilize IT resources to maintain detailed technical product knowledge, remain current with IT technology trends and increase technical skills.
- Provide guidance and training to IT Staff as required.
- Monitor the health, administration, usage, and overall compliance of ServiceNow and its applications.
- Manage all ServiceNow application data integration points.
- Make recommendations and participate in implementing ServiceNow requirements.
- Research and stay current in ServiceNow products and applicable integrated technologies.
- Create and maintain a detailed view of the ServiceNow architecture.
- Lead and manage ServiceNow projects to successful completion.
- Administer, configure, and maintain the ServiceNow platform, including Incident Management, Change Management, Problem Management, and Service Catalog.
- Perform platform upgrades, patches, and enhancements as needed.
- Ensure all requested security remediation are completed within reasonable timing.
- Create and maintain documentation related to system configurations, processes, and procedures.
- Perform other duties as assigned or needed.
Requirements
Education/Experience:
- Bachelor’s degree in business administration, information systems, or equivalent work experience.
- Minimum six (6) years of experience in ServiceNow platform administration and support.
- At least five (5) years’ work experience in an enterprise-scale IT Operations environment or equivalent.
- Knowledge of Agile development methodologies.
- Knowledge of IT Infrastructure Library (ITIL).
Ability to:
- Serve in an on-call production support structure to resolve problems, potentially after hours.
- Work varied shifts, including nights, weekends, and holidays, depending on need.
- Travel occasionally.
- Work with JavaScript, HTML, CSS, and other web technologies.
- Apply advanced analytical and problem-solving skills in all areas of application and user support.
- Demonstrate proficiency in IT process analysis methods, change control methodologies, software installation and methods, ITIL/ITSM concepts and principles.
- Lead and manage technical projects to successful completion.
- Effectively work with product vendors and support personnel.
- Exhibit excellent customer service skills and work well with others. Must demonstrate professionalism and courtesy in all customer interaction.
- Work in a team-oriented, collaborative environment with a strong customer service orientation, understanding organizational goals and objectives.
- Multi-task effectively, remaining detail oriented, and maintaining composure in a fast-paced IT environment.
- Demonstrate advanced knowledge of server concepts, principles, maintenance and operation.
- Perform all tasks efficiently and accurately with confidentiality, honesty and integrity.
Preferred Education, Experience and/or Credentials:
- ServiceNow Implementation Specialist Certification
- ITIL v3 Foundations or additional ServiceNow Certification, including Certified Application Developer, Certified System Administrator, or Certified Implementation Specialist
- Experience with ServiceNow ITSM, ITOM, HWAM, SWAM, and SPM modules
- Experience in retail business operations.
- Master’s degree
The above statements are intended to describe the general nature of work performed by the employees assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties and qualifications required of personnel may vary.