Applications Administrator II – ServiceNow

The Applications Administrator II – ServiceNow is responsible for assuring the stability and performance of the ServiceNow platform for QTS.  This person is primarily responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions.  This person must be able to prioritize their day-to-day activities given overarching guidance, own issues from start to finish, and practice proactive communication within a collaborative agile team.  This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.

RESPONSIBILITIES, other duties may be assigned.

Provide administrative support to the ServiceNow user base.
Monitor and optimize the health, usage, and overall compliance of the ServiceNow platform.
Identify system deficiencies and divergences from best practice within the production instance.
Coordinate & execute platform upgrades & maintenance.
Perform upkeep on existing solutions (e.g. business rules, UI policies, client scripts, ACLs, workflows, dashboard & reporting, data imports, service catalog development, etc.)
Provide after hours and on-call support, as needed.
Advise teams on design, development and overall best practice configuration of ServiceNow.
Assist with the design and configuration of new solutions in ServiceNow.

BASIC QUALIFICATIONS

Bachelor’s degree in Computer Science or other related field; specialized training, or equivalent professional experience
Five or more years of progressive IT experience supporting enterprise applications
Three or more years of direct administration experience with ServiceNow
Three or more years of hands-on experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics etc.
Working knowledge of the IT Operations Management (ITOM) suite of capabilities, to include MID deployment, Discovery, CMDB, Orchestration, Event Management, Operations Intelligence, Service Mapping, etc.
Excellent knowledge of ServiceNow best practices and ongoing knowledge of latest ServiceNow features
U.S. Citizenship required

PREFERRED QUALIFICATIONS

Two or more years of experience working in a data center environment or other relevant critical process environment.
Certified ServiceNow Developer
Background in Java Scripting, XML, HTML, AJAX, CSS, JSON, PERL scripting, REST, and/or SOAP
Project Management certification (PMP, Agile, Scrum)
ITIL v3/v4 certification
Certified ServiceNow Administrator

KNOWLEDGE, SKILLS AND ABILITIES

Exhibit excellent interpersonal skills with all levels of the organization.
Use organizational skills to determine prioritization and appropriate multitasking.
Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses.
Perform necessary and timely follow-up, escalating appropriately if necessary.
Excellent writing skills for generating clear, concise release notes and documentation.
Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization.
Ability to work independently, with supervision, on a project of varying complexity

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.