JOB SUMMARY
The Cloud Platform Administrator- ServiceNow is responsible for the day-to-day administration, configuration, and maintenance of technology platforms to support business processes. This role ensures the platform's optimal performance, implements new features, and manages integrations with other systems. With a strong focus on customer service, this position requires working collaboratively with stakeholders, responding to issues with a sense of urgency, and delivering efficient, high-quality solutions that meet business needs.

JOB SPECIFICATIONS AND CORE COMPETENCIES
Platform Management
Maintain and improve the platform in accordance with Community's implementation and roadmap. Example activities include performing system upgrades, patches, releases, cloning, and promotion through the environments, monitoring logs, etc. Maintain system security, user access, and license allocations.

Operations
Monitor system performance, troubleshoot issues, and resolve system incidents promptly to minimize impact on operations. Maintain platform documentation and maintenance procedures. Ensure compliance with organizational policies, security standards, and regulatory requirements. Respond to system incidents and requests with a sense of urgency, ensuring business continuity. Diagnose and resolve technical issues effectively, prioritizing critical tasks to meet deadlines.

Collaboration
Collaborate with end users to identify opportunities for improvement and to provide ad-hoc guidance and training on how to best use the platform. Active participation in team discussions and sprint/project rituals. Provide proactive and thorough status to end users, the team, and direct management on work being performed.

Configuration
Perform basic configuration tasks following the guidance of the platform's senior technical lead. Administer integrations with other tools and platforms (e.g., LDAP, APIs, monitoring tools). Leverage the platform's capabilities in accordance with the roadmap to drive efficiencies and realize value.
Other duties as assigned.

Reports to Position Title: Director, IS System Applications

QUALIFICATIONS:
Education/Specialized Training/Licensure:

Bachelor's degree in computer science, Information Technology, or a related field or eight (8) years equivalent working experience in lieu of degree required.

ServiceNow System Administrator Certification required.

ITIL ITSM Certification preferred.

Work Experience (Years and Area):

4+ years administrating or developing technology with at least 2+ years of this experience administering the target platform required.

Experience with integration software. Experience with AD administration preferred.

Management Experience (Years and Area): N/A

Software Proficiencies: Microsoft Office, knowledge of current core base technologies such as AD, REST/SOAP APIs, database queries, computer languages used by the targeted position required.

Visio, Azure DevOps, ServiceNow, JavaScript, HTML/CSS, AJAX, Angular preferred.


COMPETENCIES
Operates with a sense of urgency when researching solutions and responding to issues or questions.
Provide proactive, customer-focused support for end-users, ensuring timely resolution of ServiceNow-related issues.
Communicate effectively with stakeholders to understand their needs, set expectations, and deliver solutions that align with business objectives.
Act as a trusted advisor, providing guidance on platform capabilities and best practices.

Job Family/Job Title Competencies
Attention to Detail
Problem Analysis

List of additional competencies
Above Average Verbal
Exceptional Verbal
Writing /Composing

Hands-on experience in administration, configuration, and implementation of the ServiceNow platform
A solution focused problem solver with solid troubleshooting skills
Excellent collaboration, communication, and presentation skills
A strong desire to learn new technologies and a passion for creating solutions to solve business needs.
Strong understanding of Agile methodologies, including Scrum and Kanban or other iterative approaches. Experience with Azure DevOps would be a plus.
Strong understanding of ITIL ITSM processes (Incident Management, Change Management, Problem Management, and Knowledge Management)
Understanding of ServiceNow multiple instance design and administration
Drive quality development with techniques such as test-driven development, mastered data, automation, design reviews, etc. Understanding of and desire to implement best practices in coding and design as per ServiceNow standards and community guidelines.
Proficient in configuring and managing ServiceNow modules, workflows, and report.
Excellent customer service skills, with the ability to work collaboratively and address user concerns promptly.
Strong sense of urgency in resolving technical issues and delivering solutions
Ability to design and manage integrations using REST/SOAP APIs and other middleware.
Strong problem-solving skills with attention to detail
Effective communication and interpersonal skills for collaborating with diverse teams.