Senior Administrator - ServiceNow, IT Service Management

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.

2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.

3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.

4. Implement security controls, risk assessment framework, and program that align to best practices and regulatory requirements.

5. Assist with implementation of ISMS across the organization entities

6. Well versed with well-known security frameworks such as ISO 27001, NIST, PCI DSS etc.

7. Ensure key information security risks and issues are identified, addressed and resolved in a timely manner.

8. Assess efficacy of security controls, document and report control failures and gaps to stakeholders. Provide remediation guidance and prepare management reports to track remediation activities.

9. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.

2. Servicenow Certified System Administrator Certification Is Optional But Valuable

3. CISA is preferable