Administrator - Service Now

Location: MD - Silver Spring

Description

Administrator – Service Now

 

Mandate: 

The ServiceNow System Administrator maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for incidents related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. The ServiceNow System Administrator has sound technical ability that enables the fulfillment of common configuration and maintenance tasks.

This individual shall provide service in a manner that is consistent with Technology goals of delivering stable, predictable, reliable, highly-available and secure systems to customers. This position is expected to work autonomously with tasks assigned to him/her. This includes attending meetings with customers and Technology staff, prioritizing work, as well as setting and meeting deadlines which satisfy the needs of our customers.

Main Responsibilities:

  • Ownership of ServiceNow instances and ability to evaluate and make recommendations for  improvements and modifications that will address changing business needs as well as maintain the underlying health and stability of the Platform
  • Manages and resolves incidents against ServiceNow applications
  • Performs routine maintenance to include performance monitoring and error identification/ remediation
  • Manages Update Set creation and migration
  • Schedules and verifies instance clones
  • Leads ServiceNow upgrade planning and execution
  • Manages Instance Security, User/Group Access/Access Control Lists
  • Contributes to ServiceNow releases
  • Self- Management
  • Professional Development

 

Objectives (by Responsibility)

  • This role will be responsible for the day to day general support, administration, and maintenance of the ServiceNow platform and associated applications.
  • The ideal candidate will perform work with the functional team(s) to implement best practices and assist in developing solutions within currently deployed ServiceNow modules, such as PPM, ITOM and core ITSM, as well as coordinate support and development efforts with the Project Management team.
  • They will be responsible for developing training plans for end users as the platform is updated to meet evolving organizational needs.
  • They will be working closely with the ServiceNow functional team(s) to build requested items and tasks, using workflows to manage processes from the customer to the fulfillment teams.
  • This person will develop, configure, and improve core and custom applications and work directly with end users of ServiceNow to resolve support issue within the platform.
  • Responsibilities also include monitoring the health, usage, and compliance of ServiceNow as well as develop system integrations and process automation.
  • The candidate will guide development of ServiceNow modules to help leaders measure project success by capturing data related to Cost, Schedule, Quality, and Effectiveness.
  • Lastly, they will coordinate application and platform upgrades, load, manipulate, and maintain data between ServiceNow and other systems, and create ServiceNow reports and dashboards.

Professional Development

  1. To attend all relevant skill building workshops as requested.
  2. To stay current with all relevant industry information as it applies to the overall job responsibility.
  3. To drive your own Performance Appraisal every six months.

Qualifications  

To perform this job successfully, an individual must be able to perform each main responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Minimum 3 years’ experience with ServiceNow in an Administrative role
  • ServiceNow System Administration
  • ServiceNow Advanced System Administration
  • Advanced level root cause analysis capability and process orientation
  • Strong familiarity with ITIL based service management contstructs, methods, and proceses, and demonstrated history of assisting with implementing best practices
  • Bachelor’s degree in Technology related curriculum preferred
  • Must be an independent, self-motivated, detail-oriented, and highly organized individual
  • Highly motivated and able to work well under the pressures of a dynamic and fast-paced environment with constantly changing priorities
  • Excellent customer service skills required
  • Demonstrated success in analyzing a problem, troubleshooting and resolving it, while providing documentation for future reference
  • Availability for evening and weekend work projects, f lexibility for travel required

Education and/ or Experience

See Qualifications section

 

Language Skills

Ability to read, analyzes, and interprets general business periodicals, professional journals, or governmental regulations. Ability to write reports and business correspondence.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to talk or hear.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.

*Professionalism is described as being consistently appropriate in all situations and at all times.

*Competence is defined as using “effectiveness and efficiency” in equal measure at all times.

Mandatory Vaccination Requirement:

Urban One, Inc. and its divisions (collectively “Urban One” or the “Company”) have implemented a mandatory vaccination policy pursuant to which all employees must be fully vaccinated as a condition of employment to safeguard their health and well-being, as well as that of their families and the community at large, from the risks associated with COVID-19. Candidates should be aware that new employees will be required to be vaccinated by their start date, meaning they have received all of the recommended doses for either a one dose or two dose COVID-19 vaccine, and provide proof of vaccination status, which will be kept confidential. Urban One is an equal opportunity employer, and will provide a reasonable accommodation to those who are unable to be vaccinated due to a sincerely-held religious belief or a medical disability where it does not pose an undue hardship on the Company to do so as provided under federal, state, and local law.

We are an Equal Opportunity Employer





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Mandatory Vaccination Requirement:

Urban One, Inc. and its divisions (collectively “Urban One” or the “Company”) have implemented a mandatory vaccination policy pursuant to which all employees must be fully vaccinated as a condition of employment to safeguard their health and well-being, as well as that of their families and the community at large, from the risks associated with COVID-19. Candidates should be aware that new employees will be required to be vaccinated by their start date, meaning they have received all of the recommended doses for either a one dose or two dose COVID-19 vaccine, and provide proof of vaccination status, which will be kept confidential. Urban One is an equal opportunity employer, and will provide a reasonable accommodation to those who are unable to be vaccinated due to a sincerely-held religious belief or a medical disability where it does not pose an undue hardship on the Company to do so as provided under federal, state, and local law.