Job Details

ServiceNow Customer Administrator

Location: 1020 Birch Ridge Dr, Raleigh

Position: Remote

Duration: 3+ months from projected start date

The candidate will work remotely for the duration of the engagement. However, he or she will need to come onsite for a day or two as requested. The manager will provide as much notice as possible when asking the candidate to come onsite.

The candidate must reside in the United States. The candidate will need to come onsite the first day to collect equipment.

The ideal candidate will have proven implementation experience, a background in the IT Infrastructure Library (ITIL) business process, and working knowledge of IT operations. Past work experience with industry leading providers of help desk, IT service management, asset management, network and systems management or similar technologies is a definite plus. The system administrators will perform fundamental administration and configuration tasks in the ServiceNow instance including, but not limited to, standard configuration, user administration, security, workflow, date management, and integrations. This role will manage the ServiceNow release cycle three times per year and is dedicated to working directly with ServiceNow application.

Responsibilities

• Personalize and create forms and fields
• Create new applications, modules, and tables
• Activate a plug-in
• Build reports, gauges, and homepages
• Set up Service Level Agreements (SLAs) and monitor SLA workflows
• Create and track Service Catalog requests, and items with variables
• Create, monitor, modify, and publish Service Catalog workflows with approvals
• Follow the notification process back to the Business Rule
• Import data into the instance
• Create and use update sets to facilitate moving customizations between your instances
• Search, populate, and customize the Knowledge Base
• Create an Access Control Rule (ACL)
• Create global controls for attachments and cookies
• Custom scripting
• Build third party software integrations
• Answering "how to" technical and application configuration questions
• Aiding in translating business requirements into technical requirements
• Facilitating roll out of new applications and modules
• Manage the ServiceNow system upgrades that occur three times per year
• Assisting in troubleshooting patch / release management issues

The ideal candidate is a college graduate with Computer Science or similar technical degree (or is working towards such a degree) and would have a minimum of 1-2 years of experience with:

• Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)
• Web applications, networks, protocols and email (SMTP, POP3)
• Basic understanding of ITIL v3 methodologies
• Understanding of enterprise IT architecture
• Working knowledge of relational databases
• Experience with database manipulation via a programming language

Experience in these areas is a plus:

• LDAP directories, such as: Active Directory, eDirectory, OpenLDAP.
• Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.
• Web Services integrations.

Skill - Required / Desired - Amount - of Experience

• Proven ServiceNow implementation experience - Required - 2 - Years
• Web applications, networks, protocols and email (SMTP, POP3) - Required - 2 - Years
• Basic understanding of ITIL v3 methodologies - Required - 2 - Years
• Understanding of enterprise IT architecture - Required - 2 - Years
• Working knowledge of relational databases - Required - 2 - Years
• Experience with database manipulation via a programming language - Required - 2 - Years
• Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.) - Required - 2 - Years
• Impeccable time-management and record keeping - Required - 5 - Years
• The ability to take complex end-user requirements to code - Required - 5 - Years
• A positive can-do attitude & willingness to learn - Required - 5 - Years
• A strong personal commitment to quality service - Required - 5 - Years
• The ability to work independently and with a team - Required - 5 - Years
• LDAP directories, such as: Active Directory, eDirectory, OpenLDAP. - Highly desired - 2 - Years
• Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0. - Highly desired - 2 - Years
• Web Services integrations - Highly desired - 2 - Years
• Excellent communication - Required - 5 - Years