IT, System, Library, Configuration Management, Management, Hardware, Software, Performance, PC, Excel, Outlook, Analysis, Programming, JavaScript, Sys Admin
Full Time
Position summary
This position provides operational support for Rooms To Go through the administration of Service Catalog for end user experience and system administration for ITSM, ITAM and related IT practices. The ServiceNow Catalog and System Administrator is responsible for the overall Service Catalog, ITSM Platform and user experience with ServiceNow. The position requires strong knowledge and considerable hands-on experience with Information Technology Infrastructure Library (ITIL) processes, Configuration Management, and IT Operations Management (ITOM) procedures. The ideal candidate should be capable of handling and prioritizing between multiple ongoing initiatives. The candidate should possess a passion for quality, and excellent organization and interpersonal skills. Must be self-disciplined to work under minimum supervision and have excellent time management skills.
Essential Duties and responsibilities
ACCOUNTABILITIES:
Responsible for creating, controlling, and improving Hardware/Software Service Catalog and Service Request Management processes within ServiceNow
Assist in development and improvements of ITAM, ITOM and ITSM within ServiceNow
Conducting business interviews and requirement gathering from respective Line of Business (LOB) on how to leverage ServiceNow for operation needs inside and outside IT department
• Evaluation, testing and recommendation of new opportunities for enhancing software, hardware, and IT processes through ServiceNow
• Partner with IT teams to leverage ServiceNow automation and improve overall user experience
• Ability to effectively document business cases, solution strategies, for implementing hardware service catalog and service request processes.
• Create, maintain, and enhance ServiceNow module implementations including, but not limited to Service Request, Hardware Service Catalog, Asset Management, Configuration Management
• Assist in analyzing and resolving configuration issues promptly including but not limited to Discovery, Workflows, ITSM and ITAM functions.
• Support the Asset and Configuration Management activities/engagement across the IT Service Management group and other Line of Business (LOB).
• Facilitate catalog and request management related meetings and improvement initiatives and provide documented status.
• Monitor and assess processes to ensure they are accomplishing the desired outcomes. Make changes to process steps as needed to adjust improvements to reflect better results.
KEY OUTPUTS:
Business Process Design & requirement gathering from LOB
• Service Catalog
• ServiceNow Platform Administration
• Effective communication with LOB
• Ability to maintain a positive attitude while working under pressure.
• Process optimization
• Ability to build and maintain relationships with all levels across the organization
KEY RELATIONSHIPS:
IT staff and management.
Business staff and management.
KEY PERFORMANCE INDICATORS:
KPI: Ticketing, Knowledge & Documentation Review score of 98% or better.
KPI: Weighted ticket productivity of 1.0 or better.
DIMENSIONS/SCOPE:
Supports users across several different RTG locations.
AUTHORITY:
Participates in process design, measures/metrics and performance results
VALUE-BASED BEHAVIORAL COMPETENCIES:
Integrity:
Demonstrates commitment to RTG and its customers.
Takes personal responsibility for words and actions.
Maintains consistency between words and actions.
Acts in compliance with department, company, and industry standards.
Performance:
Holds self-accountable.
Demonstrates drive to excel.
Exhibits mature self-confidence.
Achieve Results
Progressiveness:
Exhibits customer service orientation.
Demonstrates flexibility and change.
Demonstrates analytical thinking.
Demonstrates conceptual thinking.
Teamwork:
Exhibits teamwork and collaboration.
Communicates effectively.
Understands and influences others.
Communicating and Influencing.
Qualifications
A combination of the experience, education, and training listed below which provides an equivalent background to perform the work of this position.
E xperience
Candidates need to have verifiable expertise with:
o PC skills and Microsoft Office suite (Excel, Outlook)
Candidates should have advanced knowledge of:
o Time Management Skills
o ServiceNow Module Configurations
o Analysis and Planning
o Organizational Skills
o IT Service Catalog
o ServiceNow System Administration
Candidates should be familiar with:
o IT Service Management
o IT Asset Management
o IT Operations Management
o Programming languages such as JavaScript
E ducation and training
• Bachelor s Degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience.
• ITILv3 foundation
• ServiceNow System Administration
• ServiceNow Catalog Management
• ServiceNow Software and Hardware Management
• ServiceNow Configuration Fundamentals
• ServiceNow Discovery Fundamentals
P hysical demands / working conditions
Occasional after-hours or weekend work may be required.
The physical demands and characteristics of the work environment described here are representative of those occurring in the performance of the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and employee, and it is subject to change as the needs of the employer and the requirements of the job change.
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