This role reports to the ServiceNow Business Operations Manager, will be part of the tier 2 ServiceNow support team and will provide consultation to customers on the ServiceNow platform.
CORE DUTIES:
Assists in supporting the ServiceNow platform. Takes escalated issues, performs problem analysis, and resolves or refers to specialized expert as needed
Assists in gathering of business and system requirements for ServiceNow requests and building or updating catalog items, support request forms, or ServiceNow reports
Perform testing of ServiceNow upgrades and patching, including planning, conducting and documenting results of testing
May develop instructional materials, training and job aids in the form of Knowledge Base Articles
MINIMUM REQUIREMENTS:
Education & Experience:
Bachelor's degree and three years relevant experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
1. 1-3 years experience as part of a tier 1/tier 2 Service Desk
2. Knowledge of ServiceNow capabilities, business processes, and workflow
3. Experience configuring and troubleshooting the ServiceNow platform
4. Skill in conducting interviews
5. Excellent communication skills, both written and verbal, including the ability to bridge functional and technical resources by communicating effectively with individuals of varying systems expertise and business needs
6. Strong listening, negotiation and conflict resolution skills
7. Ability to maintain good customer relations with clients
8. Knowledge of ITIL concepts
Certifications and Licenses:
None
PHYSICAL REQUIREMENTS:
Constantly perform desk-based computer tasks
Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment
Occasionally lift/carry/push/pull objects that weigh 21-40 pounds
Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully
WORKING CONDITIONS:
May require extended hours and weekends
WORK STANDARDS:
Interpersonal Skills: Demonstrates the ability to work well with colleagues and clients and with external organizations
Promote Culture of Safety: Demonstrates a commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned
Subject to and expected to comply with all applicable policies and procedures