ServiceNow Administrator

General Summary

This position is responsible for overall implementation, management, and continuous improvement of IT Operations solutions and ITIL best practices, collaborating with IT Operations team, developers, vendors and DevOps teams to design, develop, test and deploy technical solutions.

Essential Job Accountabilities

• Serve as a process in Service Management projects by providing guidance and advice involving creating new process flows, improving existing processes, and ensuring documentation and staff training to enhance efficiency and effectiveness.
• Establish and maintain governance and reporting for Service Management processes to ensure compliance and transparency.
• Oversee and maintain our Service Catalog system, CMDB and other IT Operational technologies, with a focus on their expansion and automation to improve service delivery and operational efficiency.
• Review new or major application changes, while assessing their impact on operations to ensure smooth integration and minimal disruption.
• Serve as a liaison for the continual Service Improvement of all ITIL management functions, managing these functions and their interactions via various systems to drive ongoing enhancements.
• Analyze Operational processes, identify automation/improvement opportunities, and lead the implementation of technological solutions to optimize performance and productivity.
• Consult with IT Management regarding documentation, development, and implementation of Service Management processes to ensure alignment with organizational goals and best practices.
• Ensure creation and facilitation of ongoing ITSM communication and training plans to keep staff informed and skilled in Service Management practices.
• Ensure activities and key stakeholders are in place to drive improvement on services to increase customer satisfaction.
• Communicate progress, updates and changes regarding ITSM processes and projects to senior management to ensure transparency and informed decision-making.

Education

• Bachelor's Degree in Information Systems, Computer Science, or related field preferred.
• Advanced industry standard certifications (ITIL/ITSM) preferred.

Work Experience

• 5+ years of IT Service Management experience.
• Experience in managing/working within large domestic or global teams.
• Experience in the Agile and DevOps framework.
• Experience in a variety of programming languages, database management systems and a strong knowledge of data architecture and design.
• Basic UX principles.
• ServiceNow experience preferred.

Knowledge, Skills, and Abilities

• Ability to work with minimum supervision.
• Excellent customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Capacity to solve problems and make decisions in a clear and decisive manner.
• Ability to provide guidance to other team members.
• Excellent organizational skills.
• Ability to work in a team environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to operate a computer keyboard. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Requirements/Skills

• Abide by Granite's Code of Conduct.
• Demonstrate a high degree of patience with an ability to work with all levels of management and staff.
• Excellent ability to prioritize workload, especially under pressure.
• Limited travel (less than 25%) to offices, plants, and job sites.
• Working knowledge of standard business practices and procedures.

Benefits

• Paid holidays, sick leave, medical, dental, vision, life insurance, disability insurance, flexible spending plans, as well as special programs for musculoskeletal health, mental wellness, and more.
• Salaried employees may choose from two PPO medical plans through Anthem BlueCross, including our most popular plan, for which 100% of the premium is paid by Granite for eligible employees and dependents.
• Employees can also opt into a Health Savings Account (HSA) or a Flexible Spending Account (FSA).
• Granite provides a 100% match on the first 6% of eligible compensation that salaried employees defer into their 401(k) plans, which vests immediately.
• Benefits may vary for positions located outside of the continental United States.

Pay

Base Salary Range $127,843.00 - $191,763.00. Pay may vary based upon relevant experience, skills, location, and education among other factors.