Servicenow Administrator

This position is responsible for providing day-to-day system administration services of a ServiceNow platform. The candidate will be responsible for working cross functionally with the EUS Project Managers, Lead Business Analysts, Process Owners, Service Owners, and EPA Stakeholders in order to manage, maintain, and sustain the IT services on the ServiceNow platform. The candidate will implement and maintain best practices enabling the Agency's multi-service-provider ecosystem to operate together efficiently, make informed decisions, and deliver innovation and benefits to allow the Agency to scale with the unprecedented growth and future of the enterprise. A successful candidate will demonstrate a history of providing exceptional customer service, working independently, and a strong foundation in ITSM best practices. The candidate will manage break/fix incidents and an agile battle rhythm of minor and major release into production.

RESPONSIBILITIES:

• Provide the customer with ServiceNow administration Best-Practices Advice and assist in their implementation

• Conduct Technical Analysis on the ServiceNow applications and modules

• Develop ServiceNow processes and procedures

• Assist in overall release planning, release governance, risk assessment, milestone management, release prioritization, status reporting, production readiness review and change implementation

• Work with project managers, subject matter experts, Lead Business Analysts, and operational teams to meet the quality and timely release of new builds and updates

• Evaluate continuously the efficiency of existing processes and procedures of change and release management and improve practices associated with continuous building and deploying

• Support, improve, administer and research new/enhanced ServiceNow modules

• Ensure deployment readiness from the DevOps team, including Training, Test, and UAT teams.

• Ensure appropriate communications and controls

• Act as a liaison between technical and non-technical staff and communicate on-going activities to various stakeholders

• Assist in the evaluation and assessments of roadmap initiatives

• Manage platform audits and usage

• Manage risk, monitor performance, and be responsive to issues that affect performance

• Familiar with administration of Custom Code for ServiceNow application modules

• Code and configure integrations between ServiceNow and other systems

• Expertise in ServiceNow's latest GCC release

• Drive solutions to understand use cases and requirements for initiatives relating to modernization, service analytics, remote support automation, automatic incident creation, event-triggered diagnostics, and etc.

Qualifications

REQUIRED EXPERIENCE/QUALIFICATIONS/SKILLS and ATTRIBUTES:

• Bachelors

• Hands-on technical experience in ServiceNow

• Solid understanding of the ITSM and industry best practices

• Possess strong leadership, communication, interpersonal skills as well as outstanding organizational skill; Ability to collaborate with your peers

• Able to work remotely with cross-functional, multi-location teams

• Excellent analytical and problem-solving skills

• Strong work ethic with a focus on quality, results and customer satisfaction

• Knowledge and experience in the Agile Software Development Lifecycle (SDLC)

• Demonstrated understanding of change, configuration management and release management processes based on ITIL framework

• Clear verbal and detailed documentation skills

• Ability to communicate technical issues at a level that is easily comprehensible to the audience

• Ability to work well under pressure and within defined processes

• Ability to make recommendations for changes and improvements to tools and processes

• Ability to execute very detailed analyses and record keeping with the highest quality level

• Ability to drive issues to closure and work well within a deadline-drive environment

• Experience defining process and procedures to manage rhythmic updates to the ServiceNow platform