IT Process Administrator

GENERAL DESCRIPTION OF POSITION As an IT Process Administrator III, you will be responsible for provisioning, maintaining, and supporting Murphy USA's ITSM (IT Service Management) Processes. Implementation and continuous improvement of the ITIL framework is key. Designing and creating streamlined solutions for service management processes, configuring supporting systems to support operational processes, and developing reports are required activities. This position will place a heavy emphasis on understanding the Change Management and Incident Management processes. Work duties will often be unscripted and will require creative problem-solving skills and critical thinking. After-hours availability is critical. This position is responsible for the Change Management process and facilitating and coordinating the Change Advisory Board (CAB) to discuss high risk changes. You may need to approve minor or low risk changes and are responsible for creating and distributing change management reports and metrics as well as enforcing all policies and procedures. As the Incident Management process lead you are part of the Escalation Management team, you will be required to facilitate escalation calls and then communicate and collaborate with other members of IT to resolve the issue. Because this position encompasses a support role, you will routinely communicate with internal customers through in-person contacts and email. Quality written and verbal communication skills will be a day-to-day necessity of the job, as well as performing any other related duties as required or assigned. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Process lead for Incident and Change Management. 2. Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes. 3. Maintain the weekly CAB schedule and calendar of meetings. 4. Facilitates Escalation for production down and poor performance incidents impacting the business. 5. Ensure that all the activities designed to implement the change are as per the standards. The policies and procedures should be well defined, recognized and reviewed. 6. Ensure all necessary communication; documentation follow the Change and Incident management process. 7. Communicate policy updates, change windows, and freeze periods. 8. Monitor and resolve issues assigned to your assignment group. 9. Test and implement ServiceNow system upgrades and maintain test scripts for business units. 10. Create, support, and troubleshoot ServiceNow enhancements. 11. Gather business requirements for ServiceNow enhancements. 12. Configure, maintain, and support ITIL process. 13. Perform any other related duties as required or assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Key Technical Skills Knowledge of Incident Management and Change Management as it relates to ITSM. Experience with ServiceNow administration, configuration, workflow development and scripting Experienced in the System Development Life Cycle (SDLC) processes including customer requirement analysis and system design Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions requiring revisions Preferred Skills Working knowledge of ITIL ITIL certification is a plus EDUCATION AND EXPERIENCE Broad knowledge of such fields as accounting, marketing, business administration, finance, etc. Equivalent to a four year college degree, plus 4 years related experience and/or training, or equivalent combination of education and experience.