Job Description

CDM Smith is seeking a ServiceNow Administrator to join our Corporate Business Technology team. This individual will be working with internal customers to manage the organization’s Now platform and capture business requirements. The ServiceNow Administrator also works with the development, QA, and Business Analyst team to ensure requirements are understood, developed, tested, and delivered to specification. The ServiceNow Administrator should possess sound foundational knowledge of the Now platform and applications, a detailed understanding of the business requirements represented, and the ability to customize the Now platform system to satisfy business requirement and deliver business functionality.

• Customizes forms, workflows, IU action, Business Rules, Service Portal, system imports, application integrations, Business Analytics, reporting and Service Catalog
Performs requirements gathering, system design, prototyping, system integration testing, system installation, and deployment of business system(s).
• Provides user and application support of escalated IT issues as defined by the group’s incident and prioritization processes.
• Executes project tasks against an established project schedule, and reviews ongoing project status with IT management.
• Consults with other IT groups, provides business system knowledge and expertise as required.
• Work with management team and other leads to prioritize needs for business segments.
• Represents project stakeholders and customers throughout planning, development, release processes
• Creates release estimates with development.
• Ensures design requirements are documented effectively – BRD, FRD, Technical Specifications, Visio process, data flow diagrams.
• Tests and coordinates UAT testing, training, and communications
• Translate technical complexities to stakeholders and customers, ensuring understanding of design decisions.
• Builds and manages IT Service Catalog taxonomy and overall structure
• Performs service catalog configuration activities.
• Performs other duties as required.

Minimum Qualifications

• Bachelor's degree.
• 3 years of related experience.
• Domestic and/or international travel may be required. The frequency of travel is contingent on specific duties, responsibilities, and the essential functions of the position, which may vary depending on workload and project demands.

Skills and Abilities

• Demonstrated knowledge of ServiceNow administration and upgrade activities.
• Business Analysis knowledge with understanding of project management and business analysis best practices.
• Knowledge of IT Service Management applications within ServiceNow.
• Knowledge of ITIL foundation.
• Implementation and improvement of ServiceNow modules – IT Service Management – Incident, Problem, Change, Knowledge, Service request.
• Ability to use Agile software methodology through the entire software lifecycle.
• Ability to collaborate effectively, take initiative and work as part of a team.
• Proven ability to gather requirements effectively, document and confirm observations with business owners.
• Excellent communication and interpersonal skills with the ability to interact with all levels up to the senior team members.

Preferred Qualifications

• Experience with Administration work within ServiceNow
• Development of employee self-service
• Experience in management of IT service catalog in ServiceNow
• Experience supporting IT Service Management processes
• JavaScript experience
• HTML and CSS experience
• Ability to maintain documentation and provide cross functional training
• ServiceNow System Administrator Certification
• ITIL Foundation Certification