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Service Now Systems Specialist
4 months ago
- Perform regular reviews of data held in applications to identify inconsistencies, duplicates or quality issues within Service Now and CRM.
- Perform application health checks, raising concerns to IT support as appropriate
- Ensure systems configurations within Service Now are fulfilled and delivered in a timely manner
- Maintain application licence allocations and permissions, ensuring users have the right access to do their jobs (and no more)
- Ensure personnel changes (e.g. starters, leavers) are catered for on the system and licence allocations updated accordingly
- Ensure users are trained appropriately in using CRM and Service Now applications, including creating / maintaining training materials
- Work remotely (on a hybrid basis) and support remote users where applicable
- Create and modify reports or dashboards as needed
- Help manage third party development and support partners, and oversee deliveries of changes to applications
- Support and co-ordinate User Acceptance Testing of changes
- Communicate with key users of applications to ensure that planned changes take their feedback into account, and that they are kept informed of change roadmaps
- Administration or super-user experience of Service Now ITSM and CRM.
- Proven experience of managing data via Excel
- Excellent customer service skills
- Ability to logically diagnose and help resolve issues
- Positive, proactive ‘can do' attitude with desire to get involved and make a difference
- Excellent written communications - clear, concise and logical
- Flexible and adaptable approach to work
- Familiar with the Agile Workflow process
- Well organised, with excellent attention to detail
- Active listener - with strong telephone-based skills
- Keen to progress and learn e.g. reporting or development
- Team player
- Good time-management skills