Hybrid Details: Onsite 3 days/week

Duration: 5 months to start

Job Description

• The ServiceNow System Administrator maintains the stability and usability of the Field Service Management (FSM) module in ServiceNow across all production and non-production environments.
• They collaborate with internal team members, community stakeholders and third-party vendors to ensure effective planning, development and deployment of solutions that achieve desired business outcomes.
•  The ServiceNow System Administrator uses automation extensively to design, configure, and manage applications in collaboration with the development team.
• The ideal candidate will be an energetic technology administrator who is comfortable working with a team as well as independently.
• The candidate will be able to provide timely assistance during critical situations and production incidents to resolve service problems.
• The ideal candidate will continuously cultivate relationships across the organization to align ServiceNow practices with other departmental best-practices (DevOps, security, quality assurance, etc.).

• Configure and maintain FSM applications, workflows, and business rules to meet business requirements
• Manage user access, security roles, and permissions within FSM
• Perform upgrades, patches, and enhancements for the FSM module
• Develop and optimize FSM processes, forms, and views
• Create and edit FSM reports, dashboards, and performance analytics
• Develop and maintain test plans, cases, and procedures for FSM
• Perform functional, regression, integration testing on FSM features
• Identify and document defects/bugs and ensure resolution
• Provide QA support for new FSM features, configurations, and upgrades
• Continuously improve FSM module and processes with a focus on quality, efficiency, and user experience
• Work primarily autonomously while demonstrating appreciable business knowledge with our Partners
• Manage support tickets, responsible for troubleshooting, as well as working directly with end users to resolve support issues
• Assume additional responsibilities as assigned

• At least 5 years’ progressive experience and responsibility as a system administrator or end of line support, including at least 3 years’ experience as a ServiceNow system administrator
• High School diploma, GED, or equivalent

• Bachelor’s degree or equivalent related work experience
• Higher education and/or nonprofit educational business process experience
• Experience with custom-built products
• Expert knowledge of FSM module within ServiceNow platform
• Understanding of product development principles, including the software development life cycle (SDLC) and Agile software development
• Familiarity with JavaScript and AngularJS

• ServiceNow Certified System Administrator certification required
• ITIL Foundation certification preferred

• Off-hours work will occasionally be required