Servicenow Administrator Resume Samples

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RO
R O'Connell
Raleigh
O'Connell
393 Erdman Springs
New York
NY
+1 (555) 548 9422
393 Erdman Springs
New York
NY
Phone
p +1 (555) 548 9422
Experience Experience
11/2016 present
Los Angeles, CA
Servicenow Administrator & Developer
Los Angeles, CA
Servicenow Administrator & Developer
11/2016 present
Los Angeles, CA
Servicenow Administrator & Developer
11/2016 present
  • Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team
  • Provides analysis of problems while working toward solutions to technical issues
  • Complete development, configuration and workflow administration to support business processes in the platform
  • Actively manages the life-cycle of the platform
  • Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test
  • Use SCRUM/Agile development methodologies
  • Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support
01/2013 09/2016
San Francisco, CA
Servicenow Administrator / Developer
San Francisco, CA
Servicenow Administrator / Developer
01/2013 09/2016
San Francisco, CA
Servicenow Administrator / Developer
01/2013 09/2016
  • Works directly with IT Management to align ServiceNow with IT organization strategy
  • Establish and follow governance to allow for cohesive development from multiple organizations and teams
  • Works closely with application administrator to understand impact of work
  • Provides training and may lead the work of others
  • Configuration/Customization of the ServiceNow system including workflows
  • Serves as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME)
  • Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow
10/2006 08/2012
Dallas, TX
Servicenow Administrator
Dallas, TX
Servicenow Administrator
10/2006 08/2012
Dallas, TX
Servicenow Administrator
10/2006 08/2012
  • Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk
  • Provide configuration update support and functionality checking within the development cycle of ServiceNow
  • Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
  • Work with development team to migrate updates into the production environment
  • Developing, testing, deploying and updating workflows and approval flows and rules
  • Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities
  • Work with functional and admin teams to deliver automated workflow solutions in ServiceNow
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Hofstra University
Bachelor’s Degree in Computer Science
Skills Skills
  • Self-starter with excellent attention to detail, ability to multitask, and effective time management skills
  • Demonstrable professional and proactive approach, with the ability to challenge and question appropriately
  • Methodical with excellent attention to detail, and ability to produce accurate results whilst working to tight deadlines
  • Effective and strong team player, with demonstrable experience of building productive working relationships in a ‘virtual’ environment
  • A good understanding of “Quality” as it relates to customer satisfaction
  • Self-motivated individual who can work with limited direction, while keeping key constituents apprised of project status, and ability to grasp concepts quickly
  • Strong presentation skills with the ability to create documentation including policy and presentations
  • Ability to produce high quality technical documentation and analysis
  • Excellent customer service skills with ability to be tactful and diplomatic
  • Ability to work flexible hours and be available 24x7x365
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15 Servicenow Administrator resume templates

1

Servicenow Administrator Resume Examples & Samples

  • Training and supporting users, providing generic and TCF-related documentation
  • Performing the Business Analysis role for enhancements, including new ServiceNow modules
  • Two-year college degree with technical emphasis or equivalent work experience
  • 3-5 years’ experience in an enterprise IT environment as a ServiceNow System Administrator, performing the responsibilities detailed above
  • 2+ years’ experience performing the Business Analyst functions described above
  • Excellent verbal and written communication skills; ability to raise awareness and issues to IT leadership
  • Self-starter and self-motivated to learn independently
  • Analytical skills; ability to develop, implement, measure and improve repeatable IT processes
  • ITIL Foundations Certification
2

Servicenow Administrator Resume Examples & Samples

  • Provide general support, administration and maintenance of the ServiceNow platform, including ITSM, ITFM and other ServiceNow applications
  • Monitor and administer ServiceNow Discovery processes in support of software asset management and configuration management
  • Perform user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single-sign on providers
  • Provide end-user technical support to resolve issues, answer questions and provide additional training as needed
  • Monitor external system integrations and perform manual exports and imports as needed to support integrations
  • Perform application development and maintenance, including development of new features and enhancements to existing applications through platform configuration and customization
  • Develop new data imports and transforms
  • Develop custom reports for end-users that require assistance with report creation
  • Provide backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications
  • Minimum of one year of practical job experience as a ServiceNow administrator
  • Experience configuring and monitoring ServiceNow Discovery, including development of custom probes and sensors
  • Programming experience with server-side and client-side JavaScript, Ajax, JSON and XML, preferably within ServiceNow (business rules, script includes, client scripts, transform map scripts, etc.)
  • Advanced ServiceNow skills such as workflow development and custom application development is nice to have
  • Certified ServiceNow System Administrator, Certified Implementation Specialist or Certified ServiceNow Application Developer
  • A background in IT Operations with at least three years of experience as a Windows or Linux systems administrator or network administrator
  • Functional knowledge of ITSM processes and best practices
  • Experience with other ITSM solutions such as Remedy and LANDesk
  • ITIL v3 Foundation certification or beyond
  • Experience administering Okta and ActiveDirectory for user administration and authentication
  • Familiar with web services integrations using SOAP and REST
3

Servicenow Administrator Resume Examples & Samples

  • Must have at least 2 years previous experience of working in a business analysis / UAT role to understand the process and language
  • He / She must have a general administration experience with proven ability to effectively prioritise workload in line with business requirements
  • Methodical with excellent attention to detail, and ability to produce accurate results whilst working to tight deadlines
  • Proven problem solving and troubleshooting abilities using strong analytical skills and creative thinking
  • Demonstrable professional and proactive approach, with the ability to challenge and question appropriately
  • Effective and strong team player, with demonstrable experience of building productive working relationships in a ‘virtual’ environment
  • Ability to proactively source information in order to deliver and meet expectations and work with appropriate minimal supervision
  • Excellent customer service skills with ability to be tactful and diplomatic
  • Working to defined targets and evidence of meeting or exceeding these
  • Computer literacy – experienced user of MS Office (Excel, Outlook, Word, Project and Powerpoint)
  • Ability to work in fast-paced global environment
  • Flexible approach with the ability to deal with interruptions and adapt to changing priorities as they arise
  • Visible demonstration of the high standards expected and behaviours consistent with the Amec Foster Wheeler values
  • Previous experience of working with Case Management Systems and knowledge of ServiceNow a particular advantage
4

Servicenow Administrator / Developer Resume Examples & Samples

  • Configuration/Customization of the ServiceNow system including workflows
  • Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow
  • Receives specifications from the IT department and delivers a product/release that meets the needs presented
  • Creates Requirements Definitions, and Technical Specifications Documentation
  • Load, manipulate and maintain data between ServiceNow and other systems
  • Researches and Deploys new releases and/or enhancements into the ServiceNow live environment
  • Developing test plans and deployment for ServiceNow version upgrades
  • Performs System and integration testing with sample/live data with Support Services team
  • Works directly with IT Management to align ServiceNow with IT organization strategy
  • Establish and follow governance to allow for cohesive development from multiple organizations and teams
  • Maintains and support ServiceNow operational functions
  • 4+ years of experience as a System Administrator of a service management application, preferably ServiceNow
  • 4-8 years of experience in IT Service Delivery
  • 4+ years of experience in ServiceNow scripting
  • 4+ years creating complicated workflows for service delivery
  • Experience with integrating to other systems
  • 4+ years of experience using JavaScript or HTML, good knowledge of web design
  • General understanding of Networking
  • Previous experience with relational databases such as MySQL a plus
  • Previous experience with ServiceNow Automation a plus
  • Ability to clearly and effectively express ideas and messages via speech or writing
  • Ability to effectively absorb information from various sources, then analyze and examine data in detail, and draw appropriate conclusions
  • Bachelor degree in Computer Science is required
5

Servicenow Administrator & Developer Resume Examples & Samples

  • Implement and enhance ServiceNow platform and modules per business requirements
  • Complete development, configuration and workflow administration to support business processes in the platform
  • Provide day to day operational support and maintenance including planned maintenance outages
  • Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements
  • Conduct unit testing and install new modules, releases and version upgrades
  • Actively manages the life-cycle of the platform
  • Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy
  • Act as a Tier-2/3 support for system 7x24x365
  • Provides analysis of problems while working toward solutions to technical issues
  • Proactively develop and maintain technical knowledge in a specialized area, remaining up-to-date on current trends and best practices
  • ServiceNow Administration / Application Developer certification
  • Experience with CMBD, Discovery and Asset Management
  • SQL experience for Data Mining and Data Analysis
  • Experience working in a regulated environment
  • Experience in a global company dealing with multiple locations
6

Servicenow Administrator Resume Examples & Samples

  • Perform day to day administration of the ServiceNow system, including making approved changes to process and work flows. Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design
  • Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow
  • Communicate ServiceNow process, operations and capability information to all levels of management and other applicable resources
  • Work with business users to identify and refine business requirements and workflows
  • Coordinate integration with on and off site systems utilizing resources from other technical teams
  • Monitor health, usage and overall compliance of ServiceNow and its applications – working closely with the IT Compliance team to ensure audit requirements are met accurately and timely
  • Facilitate workflow enhancements to the ServiceNow application including automation and/or additional self-service features and functions
  • 21+ years of age
  • Associates degree in MIS or similar technical program or equivalent experience
  • 3+ years’ experience as a ServiceNow Administrator or application owner, configuring core Service Now modules including Service Catalog, Incident/Problem, Asset Management, Reporting, and Configuration
  • Experience working in a highly regulated environment (MICS, PCI, SOX)
  • Training and experience with ITSM (IT Service Management) practices
  • Excellent analytical, problem-solving, and mathematical skills
  • Logical and efficient with a keen attention to detail
  • Flexibly to adapt to a changing environment while under pressure
  • Experience with web based development languages integration
  • Demonstrated understanding of ITIL processes, operations and procedures
  • Familiarity with project management methodologies
  • Advanced Scripting/Reporting and other classes are highly recommended eg: HTML, XML, Web Services, JavaScript
  • Technical Certifications, strongly preferred
7

Servicenow Administrator Resume Examples & Samples

  • Monitor health, usage and data within ServiceNow environment
  • Responsible for a variety of tasks including operational support and maintenance
  • Load, manipulate and maintain data within and between ServiceNow and other systems
  • Responsible for setup of integrations and activation of plugins
  • Responsible for on call 24 hours a day for problem determination and resolution
  • Schedule and maintain the cloning and patching for the platform
  • Prepare and deploy releases into the ServiceNow environments using update set tracker and change management process
  • Develop and maintain knowledge base articles
  • Create team metrics, homepages and assist with creation of ServiceNow reports
  • Responsible to use analytical skills in order to investigate and find solutions to problems and improve processes
  • Communicate and collaborate with team members, all stakeholders and end users
  • Articulate technical concepts using easily understandable business language
  • Complete development assignments to assist team with backlog
  • Excel 1-2 Years
  • Information Technology 6-8 Years
  • ITIL 1-2 Years
  • Java 1-2 Years
  • JavaScript 1-2 Years
  • LDAP 1-2 Years
  • ServiceNow 2-4 Years
  • ServiceNow Certified System Administrator 1-2 Years
  • System Administrator 2-4 Years
  • Bachelor’s degree in Information Technology or related field
  • 6-8 years of experience in Information Technology
  • Must be ServiceNow Certified System Administrator and have 2+ years of experience as ServiceNow System Administrator
  • Ability to take up challenges, adapt to the business needs, and stay focused on delivering results is essential to the success of this role
  • Must have a strong desire to proactively and consistently improve the platform
  • Must have a strong desire to help and serve others in this role
  • Knowledge of networking, Midserver, LDAP/AD, SCCM
  • Use general office application tools (e.g. Power Point, Excel, Word, and Visio)
  • Experience with ServiceNow Portal configuration, configuration of Service Catalog forms and workflows
  • 1-2 years of experience using JavaScript or HTML, good knowledge of web design
  • ITIL Foundations Certified
  • Can manage multiple competing tasks/projects at the same time and work in a fast paced environment
  • Ability to prioritize tasks and work independently as well as on a team
8

Servicenow Administrator Resume Examples & Samples

  • Knowledge Management
  • Events and Notifications Management
  • Self Service Portal
  • Service Level Management
  • Service Catalog and Service Request Management
9

Senior Servicenow Administrator Resume Examples & Samples

  • Perform day to day administration of the ServiceNow tool, including making approved changes to process and work flows
  • Perform ServiceNow implementation tasks including but not limited to: configuration, integration, custom programming
  • Communicate ServiceNow process, operations and capability information to all levels of management effectively
  • Review Stories, ensure requirements are clearly understood and aligned to program guiding principles and provide guidance to Junior developers on best direction for configuration
  • Perform installation and testing of vendor-provided updates and new releases
  • Lead technical analysis of additional module implementations within ServiceNow, including requirements gathering, process modeling and gap analysis and mitigation
  • Support the design of ServiceNow integrations and work with business partners and technical teams for implementation
  • Minimum 3+ years of direct experience as a ServiceNow Admin or application owner, configuring core ServiceNow modules including service Catalog, Asset, and Configuration
  • Experience with processes involving problem identification, recovery, escalation and resolution
  • Able to function well in a fast-paced and adaptive environment
  • ITIL V3 Foundation Certification (Preferred, but not required)
10

Servicenow Administrator / Developer Resume Examples & Samples

  • Creates and modifies policies, templates and other business-related information in complex applications
  • Analyzes and tests proposed changes to business-related application information
  • Resolves data issues causing problems within applications
  • Troubleshoots, researches, and analyzes application related issues and questions
  • Assists in identifying requirements for testing, may develop test plans and scripts, assists in coordinating testing, and documents test results
  • May determine appropriate actions in emergency situations to ensure data is secure and available for use as soon as possible
  • Performs post-deployment validation for complex applications
  • Consults with business unit to identify, analyze, refine and document business requirements
  • Provides training and may lead the work of others
  • Works closely with application administrator to understand impact of work
  • Serves as a liaison among development teams, application services, and the business, including functioning as a subject matter expert (SME)
  • Consults with vendors on technical aspects of assigned applications
  • Minimum of B.S. in Computer Science, MIS or related degree and three (3) years of related experience or combination of education, training and experience
  • Creates and modifies forms, business rules and other business-related information in the ServiceNow platform
  • Analyzes and tests proposed changes to business-related application information in ServiceNow
  • Resolves data issues causing problems within the platform
11

Servicenow Administrator Resume Examples & Samples

  • Monitors and maintains health, usage and data within ServiceNow environment
  • Load, manipulate and maintain data within/between Service-now and other systems
  • Responsible for setup of integrations, activation and maintenance of plugins
  • Prepares and deploys releases into the ServiceNow environments using update set tracker and change management process
  • Develops and maintains knowledge base articles
  • Communicates and collaborates with team members, all stakeholders and end users
  • Articulates technical concepts using easily understandable business language
  • Completes development assignments
  • 6+ years of experience in Information Technology
  • Must be a ServiceNow Certified System Administrator
  • 2+ years of experience as ServiceNow System Administrator
  • Must be available to complete weekend releases to production and participate in an on call rotation
  • Experience working with networking, Midserver, LDAP/AD, SCCM, ITIL, CMDB
  • Experience working with general office application tools (e.g. Power Point, Excel, Word, and Visio)
  • Visa sponsorship is not provided for this role
  • The candidate must have a strong desire to proactively and consistently improve the platform
  • The candidate must have a strong desire to help and serve others in this role
12

Senior Servicenow Administrator Resume Examples & Samples

  • Lead the development and support of ServiceNow; provide coaching, guidance, training, and support to IT and business stakeholders, including the Software Configuration Analysts
  • Leads the research, analysis, and development of new applications and new modules in our IT Service Management enterprise environment
  • Design, develop, and maintain complex ServiceNow workflows
  • Monitor health, usage, and overall compliance of ServiceNow and its applications; coordinates application and platform upgrades
  • Analyzes existing tools and evaluates viability of solution to technological needs; provides recommendations to management
  • Identify, configure, troubleshoot, test, and resolve issues
  • Create user-training material and conduct classroom-style and 1x1 training sessions for our stakeholders
  • Complete work in a timely and accurate manner while providing exceptional customer service
  • Ability to lead people, develop processes, and expand tools to enhance IT Service Management environment
  • Ability to lead fast-paced, cross-functional, global teams throughout IT and the business
  • Effective time-management and prioritization skills
  • Excellent communication
  • A positive can-do attitude and willingness to lead, teach, and learn
  • Bachelor of Science degree in Computer Science or comparable experience
  • 3-5+ years ServiceNow development (Fuji release or later) in an enterprise environment
  • Experience leading the implementation of new functionality in ServiceNow, specifically with Incident, Problem, and Change Management
  • Expert knowledge with ServiceNow Asset Management and Procurement modules
  • Must be technically proficient and able to design and build applications that meet business goals and objectives
  • Expert understanding of ITIL v3 methodologies
13

Servicenow Administrator Resume Examples & Samples

  • Provide Level 2 support on ServiceNow platform for our employees
  • Ability to dissect incidents as they relate to the ServiceNow platform to quickly triage
  • Work with development team to migrate updates into the production environment
  • Monitor health, usage and overall compliance of the application
  • Leverage your experience with the platform to devise solutions to address incidents and challenges
  • Collaborate with team members to look for ways to continuously improve our enterprise platform related processes (i.e. Incident Management, Problem Management, Change Management, etc.)
  • Ensure and maintain the integrity of the CMDB data
  • Collaborate and partner with other areas of IT to fulfill business/customer/partner needs & requests
  • Maintain current knowledge of relevant ITSM practices and technologies
  • Participate in continuous process improvement in all areas of ITSM
  • Three (3) years of experience with ServiceNow Discovery
  • ServiceNow Administration certification a plus
  • ServiceNow Developer certification a plus
  • Three (3) years of experience with ITIL oriented processes
  • Two (2) year experience with Agile Development environment, CMS, Jelly, and Angular
  • Thorough understanding and knowledge of ITIL and EKMS concepts, tools, and technology; enterprise experience
  • Ability to recognize potential and actual issues, needs and opportunities for improvement in the implementation of ITSM technologies and service management practices
  • Thorough understanding of IT Service Lifecycle
  • Strong relationship management skills with an ability to work with a diverse audience at different levels within Safeway and across different suppliers
  • Effective supplier management, stakeholder management and internal customer relationship management
  • Strong understanding of business needs in a multi-sourced environment
14

Servicenow Administrator Lead Resume Examples & Samples

  • Work with process owners to understand the process requirements related to the capture of configuration data and develop technical specifications and solutions
  • Work with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information
  • Participate in Configuration Management and Platform Administration meetings where appropriate
  • Indirectly lead a team of ServiceNow Administrators
  • Five (5) years of experience with ServiceNow Discovery
  • Service Mapping experience is a plus
  • Five (5) years working on a team as part of a large IT organization
  • Three (3) years of experience with Configuration Management
  • ITIL v3 certification a plus
  • Three (3) years of experience in a lead role directing other administrators
  • Agile certification highly desired
  • Scaled Agile Framework certification highly preferred
  • Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript
  • Experience working with LDAP, Active Directory, and SUDO a plus
  • Good interpersonal skills, including collaboration, communication, relationship building, and negotiation
  • Proficient with Microsoft Office tools; Excel, PowerPoint, Word
  • Able to function effectively in a fast-paced environment
15

Servicenow Administrator Resume Examples & Samples

  • General support, administration and maintenance of ServiceNow platform and associated applications
  • Work closely with ServiceNow functional team members to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
  • Work closely with ServiceNow functional team members to configure and improve core application capabilities
  • Monitor health, usage and overall compliance of ServiceNow and its applications
  • Develop systems integration and process automation
  • Design, create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each (including CMS and advanced integrations)
  • Design, create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
  • Configure and manage Discovery and Orchestration
  • Coordinate application and platform upgrades
  • Share technical best practices to the immediate and extended teams for consistent coding practices
  • Facilitates the resolution of high severity IT problem events to minimize customer impact. Responsibilities include participating in rotating on-call support process
  • Performs analysis of incident and problem events to identify trends and service improvement opportunities. Develops recommendations based upon analysis and drives organizational efforts to implement
  • Facilitates problem post mortem exercises to identify causal factors and root causes. Works with internal IT users to develop and implement corrective actions
  • Experience with ServiceNow
  • Solid working knowledge of MS Office Word, EXCEL and PowerPoint
  • Knowledge of Express Scripts client account structure, pharmaceutical benefit plan design, business applications, and Client Website support
  • Strong analytical, written communication and oral presentation skills
  • Very detail oriented with a strong ability to organize, manage, and track projects
16

Servicenow Administrator, Computing Services Resume Examples & Samples

  • Bachelor’s degree or equivalent in education and experience
  • At least 1 year hands-on experience with ServiceNow administration and configuration required
  • At least 4 years of experience in IT Service Delivery and experience in higher education is preferred
  • Ability to take up challenges, adapt to the business needs, and stay focused on delivering results
  • Familiarity with process analysis and design and IT project management
  • Comfortable dealing with ambiguous assignments and have the ability to organize concepts into actionable plans
  • Ability to function in a team environment, providing constructive feedback
  • Highly resourceful team-player, with the ability to also be deeply effective independently
  • Good oral and written communication skills with technical and non-technical staff including translation of business requirements and development of technical documentation
17

Senior Servicenow Administrator / Developer Resume Examples & Samples

  • Serves as a developer and technical subject matter expert for the Lennar ServiceNow system
  • Develops / implements new configurations and customizations for ServiceNow
  • ServiceNow development experience
  • C# or Java development experience
  • JavaScript development experience
  • Runs reports and configures service level agreements (SLAs) out of ServiceNow
  • Analyzes user requirements in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
  • Is responsible for the continuous review of new ServiceNow modules, as well as other commercially available software to ensure the ServiceNow platform and tools remain current
  • Is responsible for the creation and documentation of development, unit test cases and build plans
  • Ideal candidate will have successfully been involved in a ServiceNow implementation including all relevant modules
  • Has attended ServiceNow Advanced System Administration and Orchestration courses
  • An understanding of Agile development and delivery
18

Servicenow Administrator Resume Examples & Samples

  • Understanding and representing your customer’s needs as part of providing IT services that meet or exceed those business needs
  • Providing ServiceNow administration and development support to service owners with a view to continuously improving service quality
  • Administering, configuring and developing capabilities to implement improvements and enhancements on the ServiceNow platform that aligns with IT service management policy, process and procedures
  • Gathering requirements from service owners for new functionality, reports & automation
  • Understanding IT and business requirements and to create, test and deploy business rules and scripts that reflect these requirements
  • Configuring and administering the ServiceNow platform user interface, screen elements, mobile interfaces, plugins and branding
  • Managing and administering lists, filters, forms, platform interfaces (to other data sources) and the data within tables, import sets and the CMDB
  • Managing and administering ServiceNow users, groups, and all the various roles
  • Developing, building, testing, deploying and updating items within the Service Catalog
  • Developing, testing, deploying and updating workflows and approval flows and rules
  • Creating and maintaining service level agreements with related targets and offerings
  • Configuring and maintaining application security across all modules and interfaces
  • Developing, building, testing, deploying and updating alerts and notifications using e-mail and other messaging capabilities within the platform
  • Ongoing maintenance that includes managing ServiceNow update sets, monitoring and actioning where necessary from the upgrade histories and status information
  • Ensuring Informatica is getting the best performance from the system and troubleshooting and escalating system issues when they arise
  • Setting up and managing the use of social IT functionality within the platform
  • Acting as a subject matter expert of the ServiceNow platform and the various integrations into and out of the platform to other data sources and applications
  • Managing the work performed on ServiceNow (e.g. enhancement & bug requests) and looking for opportunities to automate IT and business processes on the platform
  • Administering the population of information and articles within the knowledge base
  • Performing daily operational management and administration activities as needed
  • Producing reports and dashboards based on defined measures, metrics and key performance indicators
  • Recommending any improvements regarding the platform, processes or reporting
  • Managing and updating the administration and configuration documentation of platform
  • Creating and maintaining technical procedures and “How-To” documentation
  • Ensuring Informatica policies are reflected in the way the platform is administered
  • Working closely with IT service owners and delivery leads to ensure the smooth delivery of IT solutions
  • Ensuring that IT services meet and at times exceed customer expectations
  • Ensuring consistent delivery of quality solutions that meet operational deadlines
  • Demonstrating accountability and see him or herself as responsible for IT meeting customer expectations
  • Industry recognized engineering, computer science or IT Bachelor level degree
  • Has 3-5 years of ServiceNow administration experience in a global environment
  • Has 2-3 years developing JavaScript programs
  • Has solid knowledge of IT support processes in general
  • Speaks good English
  • Certified on ServiceNow or has attended the ServiceNow system administration course
  • Experience of C++ or any other programming language knowledge
  • Experience of improving process is a major plus
  • Possesses good documentation skills
  • A good understanding of “Quality” as it relates to customer satisfaction
  • Is a self-starter who is adept at translating concepts into solutions
  • Is able to work independently
  • Has strong MS Excel skills
  • Needs to have worked in large multi-national environments that span the globe
19

Servicenow Administrator / Developer Resume Examples & Samples

  • Troubleshooting and maintaining existing configuration
  • Developing Functional and technical designs for a ServiceNow Solution
  • Developing custom workflows within ServiceNow as needed
  • Assist with the implementation of ServiceNow Discovery
  • Assist with training from a technical stance as needed
  • ServiceNow Design and Development (ServiceNow) – 1 – 3 years
  • ServiceNow Discovery Experience – 1-3 years
  • ITIL Tool Design and Development – 3 – 5+ years
20

Servicenow Administrator Resume Examples & Samples

  • ) Implementation of ServiceNow
  • ) Integration of ServiceNow
  • )Rest API
  • )SOAP Messaging
21

Senior Servicenow Administrator Resume Examples & Samples

  • Bachelor’s Degree and 6 or more years of experience in the Technology area
  • High School Diploma or Equivalent and 8 or more years of experience in the Technology area AND
  • 6 or more years consulting experience in service improvement or performance management
  • 6 years of experience in outsourcing of IT services
  • 2- years of experience directly with administration in ServiceNow
  • ServiceNow Administrator Certified
  • Demonstrate a strong understanding of the underlying ServiceNow framework and architecture, which includes understanding relational databases. Understanding of database query language (specifically SQL)
  • Experience in development and support within JavaScript frameworks (i.e. AngularJS)
  • Demonstrate a strong understanding of one or more of the following ServiceNow technologies/modules: Project/Portfolio Suite, Incident and Change Management, Discovery & Asset Management, and Service Portal
  • Experience with Apache Jelly or similar technologies (i.e. JSP)
  • Experience with PowerShell
  • ITIL Foundation Certified
  • Able to communicate complex technical concepts in great detail, clearly, to other technical people and non-technical people
  • 3 to 5 years of experience in Client Facing Communications
22

Servicenow Administrator Resume Examples & Samples

  • Design, develop, test, document, and deploy high quality business solutions with the ServiceNow platform based on industry best practices as well as business needs
  • Knowledge of or experience with one or more of the following modules is required: Incident Management, Problem Management, Request Management, Change Management, Asset Management, Release Management, IT Cost Management
  • Handle numerous projects/priorities using proven project management methodologies and sound development practices to ensure the quality delivery of enterprise solutions
  • Interface with business analysts and technical staff and be holistically responsible for delivering complete, stable, and reliable work products
  • Be open and willing to support other applications, technologies, and ways of thinking
  • Bring or obtain knowledge of the ServiceNow database / data model, as well as detailed knowledge of
  • Prior experience in Service-Now as a System Administrator or similar responsibility, at least 2-3+ years in IT related field
  • Bachelor's Degree required; ServiceNow System Administrator Certification a plus
  • Self-motivated individual who can work with limited direction, while keeping key constituents apprised of project status, and ability to grasp concepts quickly
  • Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization
  • Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment (conference calls, Skype, face-to-face)
  • Ability to produce high quality technical documentation and analysis
23

IT Servicenow Administrator / Developer Resume Examples & Samples

  • Perform day to day administration of the ServiceNow system, including making approved changes to process and work flows
  • Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design
  • Work directly with end users to resolve support issues within ServiceNow
  • Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities
  • Create ServiceNow reports and dashboards
  • Monitor usage and overall compliance of ServiceNow and its applications, working closely with the IT Compliance team to ensure audit requirements are met accurately and timely
  • Support the design of ServiceNow integrations and work with Service Now, business partners and technical teams for implementation
  • Perform additional duties as requested
  • Minimum 3+ years of ServiceNow development, configuration and administration experience in an enterprise environment required
  • Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc required
  • Strong Knowledge of the ITSM/ ITIL Framework required
  • Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features required
  • Associate’s/Bachelor’s Degree preferred
  • Flexibility required in schedule and ability and willingness to provide after-hours support when necessary
  • Maintain a high level of teamwork and communication across various IT and business groups
24

Servicenow Administrator Resume Examples & Samples

  • Drive business solutions from inception through solution implementation
  • Develop ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MYSQL, XML, HTML and CSS
  • Identify and invent novel solutions to challenging technical problems and provide requested enhancements to existing ServiceNow applications
  • Translate functional specifications into logical, component-based technical designs
  • Develop and deliver customized portal web pages in ServiceNow
  • Work with functional and admin teams to deliver automated workflow solutions in ServiceNow
  • Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc
  • 3rd party software integrations with ServiceNow
  • Facilitate and support the rollout of new application and enhancements in ServiceNow
  • Configure ServiceNow Discovery and Orchestration
  • Advise functional and admin teams on design, development and overall ServiceNow best practices
  • Minimum 4+ years of JavaScript experience including usage of jQuery, Bootstrap and AngularJS frameworks; HTML experience
  • Knowledge of system design and development used within Service Oriented architecture and web services integration (SOAP, WSDL, JAXWS)
  • Integration (interfacing) of enterprise software systems with ServiceNow
  • Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc
  • Experience working in and managing multiple update sets and coordinating their promotion
  • Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features
  • Must have experience in multiple ServiceNow implementations and have developed custom applications
  • Must be adaptable to work in a varied, fast paced exciting, ever changing environment
  • Experience implementing systems using the Agile/Scrum methodology
  • Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.)
  • ServiceNow Developer or Implementation certifications
  • ServiceNow System Administrator Certification preferred
  • ServiceNow Implementation Specialist Certification preferred
25

Senior Servicenow Administrator Resume Examples & Samples

  • Maintenance and continuous improvement of the processes, policies, working methods and tools
  • Monitors health, usage and data within ServiceNow environment
  • Development of, but not limited to, the following modules
  • Bachelor's degree in technical discipline or related field, or an equivalent combination of education and experience as required for the specific job level
  • 5+ years working in the ServiceNow platform in an Admin/Developer Capacity
  • Certified Application Developer (ServiceNow) & Certified System Admin (ServiceNow) certification or CIS/MIS Desired
  • ITIL Foundations Certified. Expertise in ITIL processes - Incident, Problem, Change, Knowledge
  • Proven ability to create workflow activities and approvals
  • Ability to establish and maintain effective working relationships with employees and vendors
  • Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML etc.)
  • Strong experience with automation technologies and methodologies as well as integrations into ServiceNow
26

Servicenow Administrator Resume Examples & Samples

  • Configuring ServiceNow Asset, Incident, Problem, Change and Knowledge management modules based on business and IT requirements
  • Performing ServiceNow administration responsibilities, including (but not limited to) platform upgrades, deployment of ServiceNow applications, maintenance and troubleshooting of the ServiceNow platform
  • Performing application user interface and supporting workflow configuration
  • Provide Service Now reports to management(hardware, software, compliance
  • Enter and track IT assets in Service now using manual or automated processes
  • Create, track , modify CI records to include CI details and attributes
  • Maintain relationships between business services and the IT infrastructure
27

Servicenow Administrator & Developer Resume Examples & Samples

  • Ensure smooth and top-quality delivery of projects in collaboration with project manager and the project team
  • Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support
  • Ensures project scope and objectives are accomplished within the prescribed time frame and funding parameters
  • Insight on functional and non-functional requirements related to technical delivery of the project
  • Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test
  • Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team
  • Troubleshoot and resolve hardware and software problems
  • Use SCRUM/Agile development methodologies
  • Proven success in on development projects at an enterprise level
  • Knowledge and understanding of software architecture principles as applies to solutions and application architectures, specifically for portals, web sites and systems integration projects
  • AJAX, Javascript preferred
  • XML, XSLT preferred
  • Integration (interfacing) of enterprise software systems preferred
28

Servicenow Administrator Resume Examples & Samples

  • Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
  • Develop, configure and improve core and custom applications
  • Develop systems integrations and process automation
  • Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each
  • Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
  • Configuring and managing Orchestration
  • Load, manipulate and maintain data between Service-now and other systems
  • Flexibility to work with a variety of personalities and styles
  • 5-7 years' IT Operations experience or related experience
  • 3-5 years' experience ServiceNow administration in an enterprise environment
  • Must be technically savvy and able to design and build applications that meet business goals and objectives
  • Proven experience implementing and customizing a web architected, n-tiered enterprise application
  • Familiar with Service Oriented architecture and web services integration (SOAP, WSDL, REST.)
  • Experience with JavaScript, XML, HTML
  • Integration (interfacing) of enterprise software systems
  • Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production
29

Servicenow Administrator Resume Examples & Samples

  • At least 3 years hands-on experience with ServiceNow administration
  • You have two years of development experience, particularly with JavaScript, and working in a multi-developer environment
  • You are excited for new challenges and can adapt to the business needs but not lose focus on delivering results
  • Familiarity with project management, process analysis and design in an IT Service Management environment
  • You understand that assignments can be ambiguous but can craft them into actionable plans
  • You are deeply effective independently but also thrive with the team
  • You effectively communicate your ideas and concerns both in person and in writing, providing the correct level of technical detail based on the audience
30

Servicenow Administrator Resume Examples & Samples

  • Receives specifications from the IT department and delivers a product/release that meets the needs presented. Creates Requirements Definitions, and Technical Specifications Documentation
  • Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk
  • Build service request process and forms from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
  • Implements, documents and maintains the Service-Now platform. Maintains in-depth knowledge of IS service offerings and business needs to ensure recommended solutions are prescribed with the intention of increasing the efficiency and effectiveness of those service offerings
  • Collaborates with and supports the Live Operations, Infrastructure Engineering and Application Support teams during system design, development and implementation phases providing advice for interfacing monitoring services with ServiceNow
  • Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to Service-now. Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule
  • Logs technical support incidents, problems and requests into Service-Now. Monitors incidents assigned to the Administrator. Provides succinct and pertinent updates to incidents indicating acted upon resolution and communication to user. Participates in Problems and Knowledge initiatives and other process improvements
  • Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support. Creates and updates incident records in Service-now’s tracking system
  • Install, maintain, configure/reconfigure, and support hosted ServiceNow instances, production and non-production
  • Analyze and fully understand user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap
  • Assist in conceptualizing, designing, and maturing ITIL v3 processes
  • Assist in conceptualizing, designing, and maturing of enterprise CMDB
  • Supports adherence to relevant SOX, PCI, ITIL, corporate security or other applicable compliance standards
  • Train users in operation of the system
  • Must have 5+ years of hands-on experience implementing ServiceNow. ITIL Service Operations or Release, Control and Validation certification
  • 5 years' experience in IT Infrastructure Library (ITIL) and IT Service Management (ITSM)
  • 5+ years of experience using Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, CSS, HTTP, etc.), PowerShell, SaaS applications, network operations (networks, protocols and email [SMTP, POP3])
  • Working knowledge of Service Desk, Change Management, Asset Management, Incident Management, CMDB and Discovery Project Management experience
  • Relational database expertise such as Oracle, MS Sql Server, etc. preferred
  • Service Oriented architecture and web services integration (SOAP, WSDL, REST) preferred
  • Agile / SCRUM experience, preferably acting in capacity as a SCRUM master
  • Knowledge of LDAP/Active Directory, and relevant IT architecture experience
31

Servicenow Administrator Resume Examples & Samples

  • Bachelors and five (5) years or more experience [4+ years of experience may be used in lieu of degree] as an ITSM software admin
  • Must have 1+ years of ServiceNow development, configuration and administration experience
  • Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management required
  • Possesses knowledge of data mining and report generation
  • Possesses a basic understanding of the IIS Web Server and .Net application
  • Demonstrates the ability to translate technical information into terminology understood at all levels of users, both verbally and in writing
  • Is a self-starter, is enthusiastic, and is flexible with changing priorities
  • Works well in a team, and is able to divide duty assignments with team members as needed
32

Senior Servicenow Administrator & Developer Resume Examples & Samples

  • Designing, creating and implementing workflows, scripts, packages and functions
  • Provide 24 x 7 on call support as part of a scheduled rotation with other team members
  • Provide day-to-day support of the ServiceNow platform including: scripting, configuration, integrations and administration
  • Comply with systems development standards, procedures, guidelines, priorities, and schedules
  • Develop and/or coordinate the installation of upgrades and/or service packs, testing of such upgrades and general maintenance
  • Lead and assist with all technical aspects of solution delivery including
  • Good communication and interpersonal skills that enable working relationships to be developed at all levels
  • Proactively identifies areas for improvement, shares lessons learned with colleagues and encourages others to do the same
  • Experience in continual service improvement process, planning, and reporting requirements
  • Experience in managing situations and stakeholders
  • Excellent thought leader and motivator with the ability to achieve results
  • Attention to details and effective time management skills
  • Ability to handle concurrent tasks with appropriate priority and autonomy
  • Strong customer service and excellent verbal/written communication
  • At least 6 years (extensive) of experience in IT operations or ITSM with progressive increase in responsibilities
  • Demonstrated experience in successful delivery of ITSM methodologies and Service Management platform technologies
  • Knowledge of SDLC, Agile, & SCRUM
  • 2+ years of ServiceNow experience in large, complex IT organizations
  • 3+ yrs. work experience in a technical role, preferably in a client service market
  • 2+ years’ experience in administration and development of ServiceNow in enterprise environments sys admin certification preferred
  • Advanced competency in ServiceNow scripting (JavaScript, Powershell, Glide, Perl, KSH)
  • Well-versed in front-end programming languages: Bootstrap, AngularJS, Ajax, HTML/CSS, Web Services and .NET
  • Ability to adapt to changing requirements throughout the development lifecycle, and work with a variety of personalities and styles
  • Ability to work directly with customers for training, development and architecture
  • Technically savvy and able to configure or build applications that meet customer needs
  • Motivated self starter
  • Conduct one’s self in professional manner when collaborating with both clients and cross-functional teams internally
  • ITIL Foundation V3 or 2011 certification
  • Service platform integration experience
33

Servicenow Administrator Resume Examples & Samples

  • Maintain the CMDB and Asset Management repository
  • Manage Discovery
  • Conduct regular CMDB audits
  • Maintain documented relationships in the CMDB
  • Establish and maintain business services
  • Ensure CI records are appropriately related to incident, problem and change records
  • Oversee the entire asset management lifecycle
  • Ensure model records are created and maintained
  • Track versions, vendors, hardware or software maintenance or warranty agreements, and end-of-life dates
  • Conduct asset inventory audits and maintain software licenses and install/allocation counts
  • Prepare reports
  • Assist the lead system administrator with day-to-day platform maintenance
  • Minimum 3+ years of, Asset Management and CMDB administration experience in an enterprise environment with ServiceNow experience and/or ServiceNow System Administrator Certification a plus
  • Understanding of ITSM best practices and ITIL principles (ITIL foundation certification a plus)
  • Strong understanding of a Configuration Management Database (CMDB) and its relationship to asset management and IT service management processes
  • Familiarity with IT technologies including common hardware, networking, and software licensing
  • Experience with purchasing and receiving processes
  • Experience with automated discovery tools strongly desired, ServiceNow a plus!
  • IAITAM (International Association of Information Technology Asset Managers) certification a plus
  • Strong Knowledge of the ITSM/ ITIL Framework
  • Flexibility in schedule and ability and willingness to provide after-hours support when necessary
  • Ability to write detailed documentation around processes, procedures, and day to day tasks
  • Ability to independently work on projects through completion
34

Servicenow Administrator Resume Examples & Samples

  • Build and modify systems to meet project and user requirements
  • Provide advanced troubleshooting for applications and systems
  • Monitor and fine tune application to achieve optimum performance levels
  • Participate in design and code reviews
  • Deploy, integrate, update, customize and administer the ServiceNow platform to meet client needs
  • Develop and manage operational and reporting metrics for ServiceNow
  • Research systems and/or programs to determine causes of failure or poor operational performance; then define, test and implement detailed solutions
  • Experience in ITIL service management processes, with practical knowledge and experience in the Service Operation lifecycle processes
  • Proven thought and intellectual leadership skills
  • Embraces change and is a self-starter
  • Values that nurture a culture of collaboration, honesty, integrity, and excellent customer service
  • Experience working in virtual teams and with multiple time zones
  • At least 3 years (extensive) of experience in IT operations or ITSM with progressive increase in responsibilities
  • Broad based foundation of IT knowledge with an advanced technical understanding of client/server technologies, application management, networking and security principles
  • Experience with ServiceNow System administration, System Integration, or System configuration
  • 2+ yrs. work experience in a technical role, preferably in a client service market
  • Bachelor’s degree in Computer Science, Engineering or other relevant field
  • Willingness to collaborate with development team members while creating and building solutions
  • Working knowledge of Active Directory, LDAP, and relational databases
  • Strong customer service and excellent verbal/written communication skills
  • Self-starter with excellent attention to detail, ability to multitask, and effective time management skills
  • Understand full application lifecycle
  • ServiceNow Certification (Administrator and/or Integration)
  • Multiple ServiceNow Implementation and Integration Experience
  • Consulting experience
  • Familiarity with ServiceNow: ITSM, Orchestration, Performance Analytics, and HR Service Management modules
35

Servicenow Administrator Resume Examples & Samples

  • Personalize and create forms and fields
  • Create new applications, modules, and tables
  • Activate a plug-in
  • Build reports, gauges, and homepages
  • Set up Service Level Agreements (SLAs) and monitor SLA workflows
  • Create and track Service Catalog requests, and items with variables
  • Create, monitor, modify, and publish Service Catalog workflows with approvals
  • Follow the notification process back to the Business Rule
  • Import data into the instance
  • Create and use update sets to facilitate moving customizations between your instances
  • Search, populate, and customize the Knowledge Base
  • Create an Access Control Rule (ACL)
  • Create global controls for attachments and cookies
  • Custom scripting
  • Build third party software integrations
  • Answering "how to" technical and application configuration questions
  • Aiding in translating business requirements into technical requirements
  • Facilitating roll out of new applications and modules
  • Assist with Service Now system upgrades that occur three times per year
  • Assisting in troubleshooting patch / release management issues
  • Web Technologies (XML, HTML, JavaScript., C++, etc.)
  • Web applications, networks, protocols and email (SMTP, POP3)
  • Basic understanding of ITIL v3 methodologies
  • Understanding of enterprise IT architecture
  • Working knowledge of relational databases
  • Experience with database manipulation via a programming language
  • Experience handling PCI & PII data. HIPPA data a plus
  • Impeccable time-management and record keeping & Documentation
  • The ability to take complex end-user requirements to code
  • A strong personal commitment to quality service
  • A positive can-do attitude & willingness to learn
  • The ability to work within cross functional teams
  • Ability to work flexible hours and be available 24x7x365
  • Experience in these areas is a plus
  • LDAP directories, such as: Active Directory, eDirectory, OpenLDAP
  • Single Sign-on using: Digested Token, SAML 1.1,SAML 2.0
  • Web Services integrations
  • This position is eligible for the Employee Referral Bonus Program-Tier 4 #LI-TH1
36

Servicenow Administrator Resume Examples & Samples

  • Bachelor's Degree preferred and a minimum 8 years of infrastructure operations and design; Minimum 4 year experience in systems and architecture design
  • Broad knowledge of Infrastructure and architecture in an IT environment (Capable of driving mapping of the Business Service down to the individual infrastructure components)
  • Knowledge and practical experience in apply best practices for IT Service management (ITSM) such as those in frameworks of ITOM, TBM/ATUM, SAM, and ITIL, must also have experience in requirements elicitation, project management and agile development
  • Knowledge of Service Management platforms for managing configuration and asset management information such as ServiceNow, Oracle, BMC, etc. Capability to become an expert on the application in the product, provide level 2 application support and to define required enhancements based on feedback from user community. Ability to navigate supporting tools such as JIRA or VersionOne, PPM, etc
  • Experience in defining metrics, creating and analyzing reports in order to drive improvements
  • Experience in owning and leading other ITSM process areas desired; as this role could be tasked to own additional processes outside of Configuration and Asset Management, including but not limited to Service Level Management and Event Management
  • Strong presentation skills with the ability to create documentation including policy and presentations
  • Ability to lead presentations and provide training to all levels within the organization
37

Servicenow Administrator Resume Examples & Samples

  • Designing, Implementing and Testing new workflows, forms, and Service Catalog items
  • Subject Matter Expert for CMDB Scheme, CI naming convention, and Road Map
  • Gathering requirements
  • Creating Report, Dashboards, etc