ServiceNow Administrator

The Opportunity:

We are looking for a ServiceNow Administrator and Integration Developer to join our team in Manila. You will be supporting ServiceNow, focusing on the IT Service Management module and integration code between ServiceNow and other tools. It involves intermediate-level architecture, planning, and administration of IT services, requiring skills in data analysis, design, development, and implementation of modules using object-oriented code. You will also act as a liaison between the administration team and technical/business customers, directing technical work and ensuring managed and integrated IT services that are stable, secure, and compliant.

Job Responsibilities:

• You will perform Technical Delivery Management (TDM): Function as Technical Owner and/or Subject Matter Expert of one or more low to moderate complexity services/technologies, & related integrations:

• ITIL Service Design & Continual Improvement Processes: Design Coordination, Service Level, Risk, Capacity, Availability, Service Continuity, Security, Compliance, Architecture, Supplier, Continual Improvement, Reporting

• Align to and/or create/maintain 12-18 month roadmap; publish, enforce & configure to standards, including versioning; Manage technical service operations & issues with customers, internal support teams, & external partners

• You will communicate; prepare for, or lead, Stakeholder discussion to report KPIs/metrics/status, identify opportunities, & prioritize work

• Interact with stakeholders, customers & technical support teams

• Gather & evaluate customer & technical requirements, & convert to functional specs; provide consulting for assigned services
• Manage small-medium projects in the area of specialization & small project teams across functional groups to deliver services
• Direct daily efforts of external operations partners
• Provide updates & reporting, including presentations regarding Services, to managers & customers as appropriate
• Lead process councils, provide user training, & function as primary escalation contact for service area

• You will enhance Services: ITIL Service Transition Processes: Knowledge, Change, Asset & Configuration, Release & Deployment, Transition Planning & Support, Service Validation & Testing, Evaluation

• Identify/implement enhancements per operational & Stakeholder priorities (Improve capabilities, integrate, automate, expand user community, expand the technical scope, replace/decommission legacy services, rearchitect applications)

• Integrate & Automate: Design integrated & automated processes & technical solutions

  • Data model; object & function-oriented design; multi-platform, structured, self-documenting code; verbose variables; embedded debugging, logging & data validation; SDLC (Dev/Test/Prod), open web standards
  • You will operate Services: ITIL Service Operation Processes: Event, Incident, Problem, Access, Request Fulfillment, Operations, and Documentation - May be complex, ambiguous, and span functional areas

• Daily activities required to maintain awareness and ensure the functionality of assigned services

• Upgrade & Patch Applications to maintain supported levels and address issues
• Provide Emergency On-Call Support

Job Requirements

• You must have a Bachelor's Degree (prefer Computer Science, CIS, MIS, Engineering, or related); In lieu of degree, 9 years of relevant IT experience
• You must have Certifications: IT Technologies, ITIL Foundations, Processes/Standards (desired)
• You must have at least 4+ years experience in Information Technology, preferably including 3 years of ServiceNow IT Service Management administration experience (Experience as an Admin, Not a User)
• You must have an experience mirroring significant portions of Primary Purpose, Principal Duties & Responsibilities, and Knowledge, Skills & Abilities
• You must have an experience leveraging data to identify, recommend, and implement system improvements using new or existing technologies
• You must have an experience with HTML/CSS or Scripting and a minimum of two, but prefer more of the following: APIs (REST, SOAP, SQL, CLI, Powershell) or Web Standards [PHP, Python, Perl, .NET, OO code, XML, JSON, JavaScript, JS Frameworks]
• You must have a Structured, linear thinking to define standards & guarantee results; Creative, non-linear thinking to solve problems in new ways
• You must have excellent communications: Translate between business & technical language, to functional requirements, and to documentation
• You must have an experience managing moderately complex applications/services in a team atmosphere; and driving to solutions