ServiceNow Senior Administrator

Service Now Senior Administrator

Location:

Hybrid/Remote – Berkeley, CA

Company:
Lawrence Berkeley National Laboratory

Division:
Scientific Networking

Compensation: $80/hour + benefits

Employment Type:

1-Year Contract (Extension or Conversion Possible Based on Performance)

The purpose of this position is to maximize the efficiency and effectiveness of ESnet business processes and external … Service Now is the primary platform used to achieve this goal. This role is the Senior Administrator of ESnet’s Service Now implementation.

• Serve as a core member of the ESnet Business Automation Group, with a focus on the Service Now platform, including the following responsibilities:
• Maintain the integrity and performance of all Service Now instances through day-to-day support, maintenance and administration of all Service Now instances:
  Sandbox, Development, Test and Production.
• Manage and maintain Service Now user interfaces; platform, portals and mobile
• Create, configure, and maintain notifications, UI Pages, UI Macros, UI Policies, UI Actions, Script Includes, Business Rules, Client Scripts, Formatters, etc.
• Create and maintain Update Sets, promoting them and testing through multiple instances and into Production.
• Enforce best practices with respect to developing, testing, promoting changes and guiding development of Service Now applications, modules and various UIs, through the respective environments.
• Work with functional groups to develop, implement and continually improve Requested Items, Record Producers and Workflows in Service Now.
• Provide assistance in business process analysis, outlining, fine-tuning requirements and translating work methods and processes.
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable and associated factors.
• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Networks with key contacts outside own area of expertise.
• Create and cooperatively work Incident tickets with Service Now support, escalating as appropriate.
• Perform at least one major upgrade each year, including identifying and remediating upgrade-related issues, ensuring the platform remains accessible to users without disruption or loss of function.
• Identify new capabilities in upgrades and make recommendations suitable to ESnet culture and business goals.
• Work collaboratively with all teams and users to provide the most effective user experience possible.
• Independently perform on-call duties.
• Write Requests for Proposals, evaluate vendor/partners, write Statements of Work and manage relationships and engagements with external partners.
• Develop clear and concise technical, process and project documentation.
• Work within a team on large and complex projects, innovating, contributing ideas and implementing solutions.
• Load, manipulate, and maintain data between Service Now and other systems, including integrating Service Now with third party services.
• Create Service Now reports and dashboards.
• Collaborate on development and delivery of educational content and deliver effective technical presentations.
• Represent ESnet at the annual Service Now Knowledge conference, Service Now Federal Forums, regional, DOE and national Service Now User Groups and associated events, and maintain Service Now Administrator certification concurrent with each major Service Now version release.
• Other duties may be assigned.

BA/BS in Computer Science or a related field, or equivalent experience. Minimum of 8 years of experience with system administration. Experience managing and maintaining highly available and complex Cloud-based platforms. Minimum of 4 years administering and developing on a production Service Now implementation. Experience working with diverse business functions and teams to optimize and document complex business and IT Service Management processes.

Experience with IT Service Management, Service Desk, Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and CMDB. Proficient with Java script & HTML.

• Ability to work on multiple tasks and respond to rapidly changing priorities.
• Work well independently and on collaborative teams.
• Proven track record of successful customer commitment in a service delivery organization.
• Strong written and interpersonal communication skills.
• Ability to foster positive work relationships and resolve technical and interpersonal conflicts with diplomacy and tact.

• Certified Service Now Administrator, updated to current Service Now major release
• Optionally, Certified Service Now Developer, or willingness to get certified
• Optionally, ITIL v3 or ITIL v4 certificate

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