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
Preferred Skills and Experience:
· Good communication skills
· Hands on deployments for ServiceNow FedRamp instances
· Candidate should have the ability to provide advisory services
· ITIL certified candidates will be preferred