ServiceNow Administrator

With an eye for detail and a contagiously positive attitude, you’re the teammate everyone counts on to get the project buttoned up and across the finish line.

Remote, MI


<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p>

keywords: position summary,position details,what we do,who we are,why you should join us,performance,design,operations,support,experience,knowledge,initiative,proficiency,skills,preferred

Full Time

Salary Range: $90,000.00/Yr. - $116,225.00/Yr.

Overview: *REMOTE OPPORTUNITY<br /> <br /><strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. <br /> <br /><br /><br />Working under minimal supervision of the Director, Client Services, the ServiceNow Administrator serves as the main resource to gather requirements, design, build, and tailor the ServiceNow platform for the internal needs of Connection workers. The highly visible role involves a wide range of additional duties including creating and delivering platform demos, hosting ITSM workshops, conducting end-user training, orchestrating periodic maintenance, researching new functionality, managing licenses, and working with external and internal entities on platform development. The ServiceNow Administrator manages time between upcoming platform growth and maintenance projects, current open items, and planning for future additions to the platform. The ServiceNow Administrator is also responsible for integrating our platform with external service providers to drive operational automation and efficiency.
Responsibilities: <br /> <ul> <li>Serves as administrator with overall ownership of our ServiceNow instance including Incident, Knowledge, Problem, Change, Service Request, and CMDB modules.</li> <li>Gathers requirements to design, build, and maintain the corporate environment.</li> <li>Follows ITIL best practices for system maintenance, and platform upgrades.</li> <li>Leads the coordination, design, and execution of integrating standard LDAP &amp; 3rd party apps into our ServiceNow environment.</li> <li>Maintains the integration for corporate systems and explores options for further integrations.</li> <li>Creates and maintains documentation about all environment tailoring and standard operating procedures to sustain normal system operation.</li> <li>Performs standard daily, weekly, monthly maintenance, and overall system health checks.</li> <li>Performs standard environment promotion from development to test to production environment.</li> <li>Orchestrates routine regression testing to validate desire system operation for all changes made.</li> <li>Maintains current knowledge about ServiceNow through self-motivated online learning and through official ServiceNow courses provided. <ul> <li>Stays up to date with the latest releases, product enhancements, and plugins.</li> <li>Attends courses provided by ServiceNow to stay current on the technology.</li> <li>Presents new product developments to key stakeholders at Connection.</li> </ul> </li> <li>Performs all other duties or special projects as assigned.</li> <li>Employees may work remotely to perform the functions of this position in accordance with Connection&rsquo;s Telework Policy. Employees are required to work Eastern time zone hours to match the workday of major stakeholders.</li> </ul>
Requirements: <br /> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <ul> <li>Experience in the following ServiceNow modules: Strong background in ServiceNow workflows with proven ability to design, build, and deploy Service Request workflows and Service Catalog items.</li> <li>Advanced administrative technical knowledge of the ServiceNow platform.</li> <li>Experience building custom end-user Service Portals through the internal design process.</li> <li>Strong working knowledge of ServiceNow instances including old and new releases.</li> <li>Experience customizing email notification templates, ticket SLAs, and form fields.</li> <li>Ability to manage multiple knowledge bases in a ServiceNow environment.</li> <li>Strong understanding of CMDB, including importing data using asset discovery tools.</li> <li>Advanced understanding of the test and production environments, update sets, and system cloning.</li> <li>Ability to configure and enhance core applications including, but not limited to, platform UIs, service portal, mobile app, tables, forms, lists, catalogs, workflows, roles, properties, business rules, ACLs, dashboards, homepages, and reports.</li> <li>Ability to effectively explain solutions both written and verbally to communicate with key stakeholders.</li> <li>Strong understanding of where the platform is heading and how new features could be implemented within ServiceNow to make our organization more cost effective and profitable.</li> <li>Ability to design and develop internal SLAs for changes, incidents, and requests that come into the ServiceNow administration queue.</li> <li>Ability to develop and enhance end-user and fulfiller training for internal clients which will be performed as a requirement of change management.</li> <li>Adaptable with ability to switch tasks based on shifting priorities.</li> <li>Analytical with ability to draw conclusions from data, systematic and rational.</li> <li>Ability to work well with all levels of the organization.</li> <li>Ability to conceive mentally, formulate ideas, use imagination to achieve results.</li> <li>Detail oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy.</li> <li>Judgment with ability to formulate opinions, compare and decide with good sense.</li> <li>Organized state of mind with ability to document activities, anticipate problems, plan schedules, and monitor performance according to priorities and deadlines.</li> <li>Reasoning ability to define problems, collect data, establish facts, and draw valid conclusions.</li> </ul> <br /> <p><strong>Preferred Competencies:</strong></p> <ul> <li>Experience of working with a large company producing high volume of ServiceNow intake.</li> <li>Experience with green-field implementations in companies with multiple operating units a plus.</li> <li>Experience scripting and implementation of orchestration capabilities in the ServiceNow platform using JavaScript, XML, HTML or equivalent tools.</li> </ul> </div> </div> </div> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Min</h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text">USD $90,000.00</div> </div> </div> <h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Max</h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text">USD $116,225.00</div> </div> </div>