ServiceNow Administrator - Senior

Responsibilities

• Manage and implement the ServiceNow Management, Instrumentation, and Discovery (MID) Server architecture as required.
• Ability to build, troubleshoot and support MID Servers within Cloud environments in support of the ServiceNow instance.
• Ability to work with various customers/departments/users to design, deploy and support ServiceNow solutions according to the user requirements.
• Configure and manage ServiceNow instances, users, and groups in real-world scenarios.
• Configure ServiceNow Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Create, update, and maintain connection between Active Directory and ServiceNow settings associated with LDAP, SSO Integration, and MID Server.
• External API knowledge used for ServiceNow integration and automation.
• Maintain Service Catalog items, Service Portal and UI pages, and maintain user, roles, and groups.
• Design, implement, and perform ongoing operations and maintenance process’ on the ServiceNow instance.
• Develop quality documentation that clearly articulate the solutions and the ability to perform demonstrations.
• Ensure that customer can fully utilize the system by balancing their requirements for data security and functionality without compromising the sustainability or supportability of the core service.
• Develop credible and high-integrity relationships with customers technical resources.
• Tracking compliance to policies and procedures and resolving or escalating any compliance issues.
• Resolving POAMs related to Security findings on infrastructure devices including supporting key ServiceNow mid Servers.
• Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed.
• Other tasks as required in support of the ServiceNow tool.

Requirements

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Bachelor’s degree in related field or equivalent experience.
• 8 years of experience in IT support or related field, preferability in system configuration.
• 4 years of experience configuring, customizing, or administering ServiceNow or similar ITSM tool.
• 2 years of experience writing and debugging scripts in languages such as JavaScript, SQL, and PowerShell.
• Must be willing to obtain ServiceNow Certified System Admin (CSA) within 90 days of employment.
• Expertise in Server infrastructure on premise and in the Cloud (Azure, AWS).
• Proficiency at building EC2 Cloud Servers in AWS and Azure environments, including using Terraform to configure standard images for ServiceNow Mid Servers.
• Familiarity with Dynamic IP Ranges and Patterns Beyond hardcoded IP lists.
• Familiarity with custom Probes and Sensors.
• Demonstrated understanding of ITSM processes.
• Data Sources and Integrations - Support Integrations with multiple complex data sources.
• MECM/SCCM Implementation and maintenance of Service Graph Connector (SGC) ServiceNow Discovery.
• Implementation and maintenance of Discovery schedules and ranges for both on Prem and Cloud solutions.
• Proprietary sources.

Preferred Skills/Experience

• Terraform CloudBees Jenkins CI/CD pipeline GitHub STIG compliance design for Server Builds
• Defining and associating AWS Secrets for Server Builds
• ITIL v4 certified
• Familiarity with Cloud technologies
• Familiarity with Scripted File Operations
• Service Management or Service Dependency Mapping Tools
• Configuration Management
• Deep knowledge of JavaScript, JSON, XML, SQL, and Web development tools
• Sunflower Asset Management Solutions ITOM Visibility
• ITOM Health Service Mapping
• Business Applications
• Vulnerability Response

Physical and/or Mental Qualifications

• Effectively communicate with customers, stakeholders, and technical specialists.