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Job Details


CDW

ServiceNow Sr. System Administrator

Computer and Mathematical

All

No

Rockford, Illinois, United States

This role will lead the ServiceNow administrators on one or more Managed Services engagements. Sr. / Lead ServiceNow System Administrators are the day-to-day support point of contact for Managed Services customers. As a role it reports from an engagement perspective to the Program Manager over assigned programs. The role receives technical mentoring from the Platform Architect role.

Key Areas of Responsibility

  • Utilize ServiceNow for service management in customer environments
  • Provide consultative support to help customers navigate the ServiceNow system
  • Gather and document customer requirements for enhancements to ServiceNow systems
  • Obtain customer approval prior to development start
  • Provide customers with ServiceNow User Administration
  • Deliver enhancements in customer’s ServiceNow environments including creation of service catalog items and complex workflows or flows
  • Interface with ServiceNow’s HI system to fulfill customer support and environment management functions
  • Lead customer ServiceNow release, patching, and upgrade activities
  • Execute and coordinate the testing and quality assurance activities for new enhancements within the customer’s ServiceNow environment
  • Interface with other resources to hand off work
  • Function as quality assurance and control for work coming from other teams prior to it being promoted into production

Education and/or Experience Qualifications

  • Utilize ServiceNow for service management in customer environments
  • Provide consultative support to help customers navigate the ServiceNow system
  • Gather and document customer requirements for enhancements to ServiceNow systems
  • Obtain customer approval prior to development start
  • Provide customers with ServiceNow User Administration
  • Deliver enhancements in customer’s ServiceNow environments including creation of service catalog items and complex workflows or flows
  • Interface with ServiceNow’s HI system to fulfill customer support and environment management functions
  • Lead customer ServiceNow release, patching, and upgrade activities
  • Execute and coordinate the testing and quality assurance activities for new enhancements within the customer’s ServiceNow environment
  • Interface with other resources to hand off work
  • Function as quality assurance and control for work coming from other teams prior to it being promoted into production
  • Provide mentoring to more junior team members
  • Take on technical leadership responsibilities for complex tasks
  • Proactively delegate work to capable junior teammates when possible and practical
  • Aid senior leadership in developing training and development plans for junior resources
  • Track work for reporting to the customer
  • Responsibly interact with customer points of contact as a part of normal operations

Required Qualifications

  • ServiceNow Certified System Administrator
  • Bachelor Degree or equivalent experience
  • Must have 5+ years experience working in an information technology technical support or operations role

Preferred Qualifications

  • Ability to prioritize work and work independently
  • Excellent telephone and communications skills
  • Excellent time management and tracking skills
  • A working knowledge of information technology
  • Demonstrated ability to troubleshoot information technology issues
  • Expert knowledge of the ServiceNow system from an end user perspective
  • Ability to research issues using online tools
  • Knowledge of ITIL terminology
  • Specialty knowledge in two or more areas of ServiceNow including: Complex flow/workflow design,creation, and troubleshooting; Javascript programming; Domain Separation; ITSM; Other ServiceNow Modules
  • Ability to handle conflict effectively
  • Ability to escalate issues when they exceed personal capabilities or direction
  • Ability to respond promptly even without all the answers/information
  • Comfortable with remote meetings and video conferencing
  • Confidence to share ideas, suggestions, and concerns

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.