Mindlance
ServiceNow Expert
Mindlance, Boston, Massachusetts, us, 02298
Job Description:
We are seeking a skilled ServiceNow expert with extensive experience in IT Service Management (ITSM), IT Asset Management (ITAM) processes, and software support. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, configuration, and customization to optimize IT service delivery and asset lifecycle management.
Key Responsibilities: • Design, configure, and implement ServiceNow solutions to streamline ITSM and ITAM processes, including Incident Management, Change Management, Problem Management, Service Catalog, Asset Tracking, Software Asset Management (SAM), and Configuration Management Database (CMDB). • Collaborate with stakeholders to gather requirements, analyze business needs, and translate them into technical solutions within the ServiceNow platform. • Provide ongoing support, troubleshooting, and maintenance of existing ServiceNow implementations, ensuring system availability, performance, and reliability. • Conduct end-user training sessions and create documentation to facilitate knowledge transfer and adoption of ServiceNow functionalities. • ServiceNow module agnostic, with the ability to administer the product as a whole and within the modules purchased. • Perform back-end maintenance tasks, including configuration and occasional support. • Implement improvements and changes, such as field changes (new fields, delete fields, change field requirements), workflow changes, reports management, and dashboard management. • Prepare for upgrades, including recommending upgrade schedules, reviewing upgrade scope, preparing test scripts, and coordinating testing preparation. • Conduct upgrade testing, including testing the Dev environment against test scripts, testing the Prod environment against test scripts, and validating skipped items. • Understand ServiceNow's capabilities for expansion, assess CTR's needs, and provide recommendations for using additional ServiceNow modules.
Qualifications: • Bachelor's degree in Computer Science, Information Technology, or related field. • 3-5 years of hands-on experience in ServiceNow platform administration, configuration, and development, with a focus on ITSM and ITAM modules. • In-depth knowledge of ITIL framework and IT service management processes, including Incident, Change, Problem, and Release Management. • Proficiency in IT asset lifecycle management, software asset management (SAM), and license compliance. • Strong understanding of relational databases, SQL, web technologies (HTML, CSS, JavaScript), and web services (SOAP, REST). • ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in IT Service Management or IT Asset Management are highly desired. • Excellent communication skills with the ability to collaborate effectively with cross-functional teams and communicate technical concepts to non-technical stakeholders.
TASKS ND CTIVITIES • ServiceNow module agnostic, the person should be able to administer on the product as a whole and within the modules we purchase. • Back-end maintenance. The individual will learn our configuration - upfront work, then occasional support • Improvements and changes - occasional support
o Field changes
§ New fields
§ Delete fields
§ Change field requirements
o Workflow changes
o Reports management
o Dashboard management • Upgrade preparation - either annual or bi-annual
o Recommend upgrade schedule
o Review upgrade scope and prepare recommendation for either skipping or adopting
o Prepare test scripts
o Coordinate testing preparation • Upgrade testing - either annual or bi-annual
o Test Dev environment against test scripts
o Test Prod environment against test scripts
o Validate skipped items (items that ServiceNow does not recognize in our environment) • Understand ServiceNow's capabilities for expansion
Understand CTR's needs and provide recommendations for using additional ServiceNow moduleso
We are seeking a skilled ServiceNow expert with extensive experience in IT Service Management (ITSM), IT Asset Management (ITAM) processes, and software support. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, configuration, and customization to optimize IT service delivery and asset lifecycle management.
Key Responsibilities: • Design, configure, and implement ServiceNow solutions to streamline ITSM and ITAM processes, including Incident Management, Change Management, Problem Management, Service Catalog, Asset Tracking, Software Asset Management (SAM), and Configuration Management Database (CMDB). • Collaborate with stakeholders to gather requirements, analyze business needs, and translate them into technical solutions within the ServiceNow platform. • Provide ongoing support, troubleshooting, and maintenance of existing ServiceNow implementations, ensuring system availability, performance, and reliability. • Conduct end-user training sessions and create documentation to facilitate knowledge transfer and adoption of ServiceNow functionalities. • ServiceNow module agnostic, with the ability to administer the product as a whole and within the modules purchased. • Perform back-end maintenance tasks, including configuration and occasional support. • Implement improvements and changes, such as field changes (new fields, delete fields, change field requirements), workflow changes, reports management, and dashboard management. • Prepare for upgrades, including recommending upgrade schedules, reviewing upgrade scope, preparing test scripts, and coordinating testing preparation. • Conduct upgrade testing, including testing the Dev environment against test scripts, testing the Prod environment against test scripts, and validating skipped items. • Understand ServiceNow's capabilities for expansion, assess CTR's needs, and provide recommendations for using additional ServiceNow modules.
Qualifications: • Bachelor's degree in Computer Science, Information Technology, or related field. • 3-5 years of hands-on experience in ServiceNow platform administration, configuration, and development, with a focus on ITSM and ITAM modules. • In-depth knowledge of ITIL framework and IT service management processes, including Incident, Change, Problem, and Release Management. • Proficiency in IT asset lifecycle management, software asset management (SAM), and license compliance. • Strong understanding of relational databases, SQL, web technologies (HTML, CSS, JavaScript), and web services (SOAP, REST). • ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in IT Service Management or IT Asset Management are highly desired. • Excellent communication skills with the ability to collaborate effectively with cross-functional teams and communicate technical concepts to non-technical stakeholders.
TASKS ND CTIVITIES • ServiceNow module agnostic, the person should be able to administer on the product as a whole and within the modules we purchase. • Back-end maintenance. The individual will learn our configuration - upfront work, then occasional support • Improvements and changes - occasional support
o Field changes
§ New fields
§ Delete fields
§ Change field requirements
o Workflow changes
o Reports management
o Dashboard management • Upgrade preparation - either annual or bi-annual
o Recommend upgrade schedule
o Review upgrade scope and prepare recommendation for either skipping or adopting
o Prepare test scripts
o Coordinate testing preparation • Upgrade testing - either annual or bi-annual
o Test Dev environment against test scripts
o Test Prod environment against test scripts
o Validate skipped items (items that ServiceNow does not recognize in our environment) • Understand ServiceNow's capabilities for expansion
Understand CTR's needs and provide recommendations for using additional ServiceNow moduleso