ServiceNow Administrator

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role:

The System Administrator will provide support to the organization through the configuration of the ServiceNow platform. The position will manage the ServiceNow database & provide support to users.

What You’ll Do:

• Ensure Best Practices and standards are being followed.
• Provide training to other team members and business units
• Make suggestions for improving the development process.
• Perform day to day administration of the ServiceNow platform, including making approved changes to processes and work flows.
• Perform implementation tasks including but not limited to configuration, integration, and custom development.
• Develop clear and concise technical and process documentation, making use of the knowledgebase module within the tool.
• Work directly with end users to resolve support issues within the tool.
• Communicate tool process, operations, and capability information to all levels of management and other applicable resources.
• Work with business units to identify and refine requirements and workflows.
• Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities.
• Create reports and dashboards, including manual action plan reports related to CMDB functions. Answer questions regarding monthly and quarterly action plan reports from end users.
• Monitor health, usage, and overall compliance of tools used and its applications to ensure audit and user requirements are met accurately and timely.
• Support the design of integrations and work with vendor products, business partners, and technical teams for implementation.
• Identify and define solutions for ITIL users.

What You’ll Bring:

• Proven ability to utilize ServiceNow as an analysis tool
• Candidate to have experience with working with remote partners and be able to prioritize the work assigned to the partners
• Working knowledge on configuring SLAs, creating dashboards in an ITSM platform
• Understand ServiceNow technical and functional design requirements.
• Should have a functional working knowledge of various aspects of ServiceNow, including but not limited to, ITSM, CSM, CMDB, and Asset Management
• Being able to work with ServiceNow or an equivalent tool to extract the details and convert them into reports
• Experience or knowledge with the development and implementation of ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM applications.
• Experience with process design and technical system design analysis.
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills
• Strong interpersonal skills; customer - centric attitude
• Excellent verbal and written communication skills with an emphasis on customer service, including experience handling challenging situations and conflict resolution.
• Must be able to work in a fast paced organization where change is constant.
• Must be able to work both collaboratively and independently and take initiative to identify, track, and resolve issues.
• Should have worked in a multi-vendor & multi-location environment
• Ability to navigate through a matrix organization to review and establish improved processes
• Proven team player and team builder

Nice To Have:

• ServiceNow Certified System Administrator
• Understanding Agile methodology while utilizing project management tools and Kanban boards (Jira, Azure DevOps, etc)
• A minimum of three years experience as a ServiceNow Administrator, supporting the ServiceNow platform.
• Associate's Degree in any technology focused field such as Networking, General Computing, Programming.

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com.