Job Description :
Position : Service Now Customer System Administrator
Location : Durham, NC
Duration : 12+ months
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 Service Now instance including, but not limited to, standard configuration, user administration, security, work flow, date management, and integrations. This role will manage the Service Now release cycle three times per year and is dedicated to working directly with Service Now application.
Responsibilities:
Personalize and create forms and fields
Create new applications, modules, and tables
Activate a plug-in
Build reports, gauges, and home pages
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
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:
Proven Service Now implementation experience
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
Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc
Impeccable time-management and record keeping
The ability to take complex end-user requirements to code
A positive can-do attitude & willingness to learn
A strong personal commitment to quality service
The ability to work independently and with a team
LDAP directories, such as: Active Directory, eDirectory, OpenLDAP.
Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.
Web Services integrations
Excellent communication