Job Description :
ServiceNow Admin certified
Obtain and analyse business requirements and document technical solutions
CMDB CI Data import file transfer from source systems
Integration experience with 3rd party ITSM tool (Uni & Bi-directional) via web services (REST, POST, etc
Guide a user about usage of the application, if and when required
Training a new fulfiller on the usage of the application and implemented processes
Creating a user (Table Name à New à Filling in mandatory details)
Experience in manging ACL (access control list)
Creation of Support Groups
Configuration of authorized users and assignment to a support group
Creating a Role
Configuration of a user as a VIP
Giving Role to a group
Giving roles to a User
Giving role to multiple users
Maintenance of support groups – groups that work on the tickets for ticket resolution – add, modify and deletion of the groups
Creation of new vendor in ServiceNow
Choice List Creation ; Adding categorizations to the system and creating the corresponding group mappings( Auto Assignment)
Creation of additional category and sub category
Adding new closure/resolution codes
Configuration of foundation data – locations, regions, site department etc.
Creation of Foundation data elements (locations, cost codes, organization structure)
CMDB (attributes) data upload
Category/Subcategory and group mapping/de-mapping – for configuration of auto-assignments (includes assignment rules)
Configuration of auto assignment of incidents
Support and provide relevant information and reporting extracts for users (internal or external) E.g.; External auditors, internal control, internal audit, resolver group SLA conformance, etc.
Extract data from single table from ServiceNow
Extract data from multiple tables via joins from ServiceNow
Maintenance of support groups – groups that work on the tickets for ticket resolution – add, modify and deletion of the groups
Adding new closure/resolution codes
Configuration of foundation data – locations, regions, site department etc.
Approver configuration which is required for “Change Request Approvers”
Add new OLA’s and SLA’s
Modify/Delete existing OLA’s and SLA’s
Defining and/or modifying Change Management approvers for a new Category, Type and Item combinations or existing Category, Type and Item combinations for the Change Management module based on approval Change Requests
Configure required notifications (e.g. automatic escalation notifications)
Upload Knowledge articles
Creation of an additional field (custom fields), including CMDB attributes
Creation of a new SR Group / Sub Group
Creation of a new CMDB Class / Sub Class
Creation of a new CMDB relationship
Configuration of a change approver
Implementing of security controls (limited to restricting data/field elements to specific groups)
Understands the strategic direction set by management as it relates to team goals.
Uses considerable judgment to determine solution and seeks guidance on complex problems.
Configuring the ITSM modules specific settings/properties
Implementing changes to the base configuration as prioritised and communicated by the customer
Creating an Interface - Simple SR
Creating a Workflow - Simple SR
Duplicating an Interface with minor modifications - Simple SR
Duplicating a Workflow with minor modifications - Simple SR
Creating an Interface - Complex SR
Creating a Workflow - Complex SR
Duplicating an Interface with minor modifications - Complex SR
Duplicating a Workflow with minor modifications - Complex SR
Build a new Standard Change with 3 tasks and a single group
Build a new Standard Change with 5 tasks and multiple groups
Add new User Interface policy
Creation of Incident templates
Modification of an existing SR approval workflow
SNOW Orchestration preferred