Offer summary

Qualifications:

Proven implementation experience in ServiceNow, Background in ITIL and working knowledge of IT operations, 1-2 years of experience with web technologies, databases, and IT architecture.

Key responsabilities:

Personalize forms, create applications, build reports

Set up SLAs, monitor workflows, manage system upgrades

Troubleshoot patch/release management issues, attend to technical queries

Job description

Job Title: Service Now Customer Administrator (Remote)
Location: Raleigh, NC
Duration: 12+ Months

Job Description:
The ideal candidate will have proven implementation experience, a background in the IT Infrastructure Library (ITIL) business process, and working knowledge of IT operations. Past work experience with industry leading providers of help desk, IT service management, asset management, network and systems management or similar technologies a definite plus. The system administrators will perform fundamental administration and configuration tasks in the ServiceNow instance including, but not limited to, standard configuration, user administration, security, workflow, date management, and integrations. This role will manage the ServiceNow release cycle three times per year and is dedicated to working directly with ServiceNow application.

Responsibilities:

Personalize and create forms and fields.
Create new applications, modules, and tables.
Activate a plug-in.
Build reports, gauges, and homepages.
Set up Service Level Agreements (SLAs) and monitor SLA workflows.
Create and track Service Catalog requests, and items with variables.
Create, monitor, modify, and publish Service Catalog workflows with approvals.
Follow the notification process back to the Business Rule
Import data into the instance.
Create and use update sets to facilitate moving customizations between your instances.
Search, populate, and customize the Knowledge Base
Create an Access Control Rule (ACL)
Create global controls for attachments and cookies.
Custom scripting
Build third party software integrations.
Answering "how to" technical and application configuration questions
Aiding in translating business requirements into technical requirements
Facilitating roll out of new applications and modules.
Manage the ServiceNow system upgrades that occur three times per year.
Assisting in troubleshooting patch / release management issues

The ideal candidate is a college graduate with Computer Science or similar technical degree (or is working towards such a degree) and would have a minimum of 1-2 years of experience with:

Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)
Web applications, networks, protocols and email (SMTP, POP3)
Basic understanding of ITIL v3 methodologies
Understanding of enterprise IT architecture
Working knowledge of relational databases
Experience with database manipulation via a programming language.

Experience in these areas is a plus:

LDAP directories, such as: Active Directory, eDirectory, OpenLDAP.
Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.

Web Services integrations.

Skills:

Skill	Required / Desired	Amount	of Experience
Proven ServiceNow implementation experience	Required	2	Years
Web applications, networks, protocols and email (SMTP, POP3)	Required	2	Years
Basic understanding of ITIL v3 methodologies	Required	2	Years
Understanding of enterprise IT architecture	Required	2	Years
Working knowledge of relational databases	Required	2	Years
Experience with database manipulation via a programming language	Required	2	Years
Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)	Required	2	Years
Impeccable time-management and record keeping	Required	5	Years
The ability to take complex end-user requirements to code	Required	5	Years
A positive can-do attitude & willingness to learn	Required	5	Years
A strong personal commitment to quality service	Required	5	Years
The ability to work independently and with a team	Required	5	Years
LDAP directories, such as: Active Directory, eDirectory, OpenLDAP.	Highly desired	2	Years
Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.	Highly desired	2	Years
Web Services integrations	Highly desired	2	Years
Excellent communication	Required	5	Years