Servicenow Administrator

7 months ago

Manchester, United Kingdom Canopius Full time

**Job Description: ServiceNow Administrator**

The ServiceNow System Administrator role at Canopius is an exciting opportunity where you will take ownership for the support and evolution of ServiceNow, ServiceNow Discovery and related service management offerings within the IT Service Management arena. Your key priorities are ServiceNow platform performance and the maintaining of this critical platform for the business. This will include the configuration and maintenance of the Self-Service Portal, Incident, Request, Change & Problem modules and Asset Management modules and to support any on-going, or future, ITIL / ITSM / ITOM projects.

This is your chance to showcase your experience with various modules of ServiceNow and be able to analyse any issue and provide appropriate solutions.

The role will be based in the Canopius Manchester Tech & Data Hub. Hybrid working will be supported; with the expectation of required 2 days per week to be from the Manchester hub with occasional travel to the London main office.

**Main Responsibilities**
- General Administration of the SNOW platform
- Maintain business services and configuration item relationships in ServiceNow.
- Support ServiceNow discovery tool for CMDB.
- Maintain integrity of ServiceNow platform across production and non-production instances.
- Perform installation and testing of updates and new releases.
- Work with business users to identify and refine business requirements and workflows.
- Identify and define business solutions for users.
- ServiceNow platform configuration and customization including, but not limited to: Form tailoring, Workflow administration, Report setup, data imports, LDAP integration, custom scripting and third party software integrations.
- Assist in troubleshooting patch / release management issues.
- Aid in translating business requirements into technical requirements.
- Implement new functionality.
- Develop UI forms, fields, notifications, workflows and JavaScript server/client code.
- Maintain LDAP integration and user configurations.
- Maintain Single Sign-On integration.
- Build reports, gauges, and home pages.
- Maintain Service Level Agreement (SLA) and monitor SLA workflows.
- Create new Service Catalogue requests and items with variables.
- Create, monitor, modify, and publish Service Catalogue workflows with approvals.
- Create and use ‘Update sets’ to move configurations between systems.
- Search, populate, and customize the knowledge base.
- Create and maintain Access Control Lists (ACL).
- Support any ITIL / ITSM projects.

**Skills & Experience**
- Two, plus, years of experience in ServiceNow as a System Administrator or similar responsibility.
- ServiceNow system administrator training required. Ideally, a Certified ServiceNow Administrator.
- Experience in implementing ServiceNow processes and functions.
- Knowledge of LDAP/Active Directory a plus.
- Relevant IT Architecture experience.
- Experience in Java, JavaScript, Web Services, AJAX, XML.
- Working knowledge of relational databases.
- Experience implementing IT Service Management tools.
- Experience with IT Service Management, Service Desk and Change & Problem Management processes.
- ITIL Foundation certification (highly desirable)
- Have an interest in and ability to understand and support new technologies
- Diligent with good time management skills and the ability to prioritise tasks.
- Good communication skills, both oral and written and ability to interact with all levels across the business

**Personal Qualities**
- Confident with day-to-day support activities and with tactical and strategic thinking
- Attention to detail with a high degree of accuracy in work product
- Proactive self-starter who shows initiative and is always willing to take on more
- A strong collaborator; excellent relationship building and communication skills with the ability to engage people from diverse cultures and different levels

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