Job Description :
Responsibilities

· 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





PREFERRED SKILLS/EXPERIENCE

· Good commination skills

· Hands on deployments for ServiceNow FedRamp instances

· Candidate should have ability to provide advisory services

· ITIL certified candidates will be preferred