*We are unable to sponsor for this role*

*At the minimum year-long contract*

*Fully Remote*

A prestigious company is looking for a ServiceNow Admin. This analyst will be the ServiceNow Administration Jack of all trades. This analyst will provide guidance to service desk personnel and work specifically with ServiceNow Enhancements, Workflows, notifications system, patching, dashboards, etc.

Responsibilities

• Manages the administration and fulfillment of ServiceNow Enhancements, workflows, notifications, system access, and general customer or system user needs.
• Tracks, prioritizes, and implements enhancement requests and defect corrections, while leveraging formal Change Management processes.
• Responsible for ServiceNow application support and operational activities, code migrations, replications, patching, and upgrades.
• Creates and maintains process and knowledge documentation for internal IT and end users.
• Upholds the integrity of the ServiceNow platform across production and non-production instances.
• Builds reports, dashboards, and analyzes Service Management metrics striving for continuous improvements and value adds.
• Analyzes, supports, and assists team with internal customers, members, vendors, and third-party partner incidents and requests.
• Works with client team members through discovery, solution development, and solution implementation of various ServiceNow tools and offerings.
• Assists in troubleshooting patch/release management issues while keeping current via the most stable and recommended releases.
• Maintains Service Level Agreement (SLA) and monitors SLA workflows.
• Maintains and protects confidentiality with regards to all aspects of employee and customer information (HIPPA).
• A Go-To person to assist the entire team with their questions and various needs.
• Capable of managing the tickets when team is shorthanded but will not be primary responsibility.
• Assists with monitoring the ticket queue.
• Understands the importance of and monitors time sensitive Service Level Agreements (SLAs).
• Helps manage New Hires/Transfers/and Exit Requests.
• Oversees daily escalations from the business.
• Familiar with and comfortable contributing to the ongoing battle with Security and Vulnerability Management.
• Manages some software install upgrades and other general/various project efforts.
• Communicates with management areas of opportunity, process improvement recommendations, and provide solutions to help mature and grow the effectiveness of the Service Desk.

Qualifications:

• Competency in MS Office Suite, Office 365, & Windows 10/11 operating systems.
• 2+ years in support, administration, and low-code development working with Service Now ticketing system are required.
• 3+ years User & Security Group administration Active Directory experience.
• 3+ years VPN and Remote access support experience.
• 3+ years supporting mobile devices.
• 3+ years VDI experience.
• 5 or more years working in Service Management for a medium to large organization.