Title: ServiceNow Customer AdministratorLocation: Raleigh, NC Remote Duration: 12 Months Notes: ***The candidate must come in to pick up his or her equipment on the first day at own expense. A candidate or a vendor representative must come in to drop off his or her equipment on the last day at own expense. ***There will be times when this position will be required for on-site meetings in the Raleigh area, but most of the work will be remote. ***The candidate will need to reside in North Carolina, preferably within commuting distance to Raleigh Description:
- 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 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 vi programming language
Experience in these areas is a plus:
- LDAP directories, such as: Active Directory, eDirectory, OpenLDAP.
- Single Sign-on using: Digested
Skills
- Proven ServiceNow implementation experience
- 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 vi programming language
- Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)
- Impeccable time-management and record keeping
- The ability to take complex enduser requirements to code
- A positive can-do attitude & willingness to learn
- A strong personal commitment to quality service
- The ability to work independently and with a team
- LDAP directories, such as: Active Directory, eDirectory, OpenLDAP
- Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.
- Web Services integrations
- Excellent communication