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PwC Central and Eastern Europe
ServiceNow Administrator (regional team)
Posted 4 months ago
Full-time •Sofia, Sofia City, Bulgaria
A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
The ServiceNow Administrator is responsible for administering and maintaining the ServiceNow platform, including modules from the ESM and ITSM stack, scoped apps and portals.
You will be working as part of the Operations & Support team and would collaborate with the Development team as well as the overarching Platform Delivery team to manage releases and changes.
The role would involve platform monitoring, performance management, user management, patch management, security management, service level management, as well as compliance and audit support. Additionally, you will provide level 2 end-user support by following a defined process for logging, tracking and resolving incidents and service requests.
Overall, the expertise of this role in ServiceNow administration and support would enable the candidate to optimize processes and enhance the overall efficiency of IT service management within the organization.
Job Duties:
Administer and support the ServiceNow platformContinuously monitor and report on service levels, platform performance and health, proactively identify and resolve performance bottlenecks, implement performance tuning and optimizationProvide level 2 support for handling and resolving incidents, handover to level 3 support depending on the context & complexity of issuesManage and implementing changes to the platform, coordinate with stakeholders of the platform delivery team to schedule and approve changes, while ensuring minimal disruption to services during changesSupport the planning, scheduling, and executing of the platform (vendor) releases and updatesEnsure smooth deployment processes and rollback plans if neededDevelop fixes to issues based on proactive measures or reported incidentsSupport and cover minor enhancements in alignment with the platform development teamRegularly apply security patches and updates, in alignment with the platform delivery team and the development teamImplement and manage platform security measures (firewalls, encryption, access controls)Conduct regular security assessments and auditsRespond to and mitigate security incidentsManage user accounts and permissions based on Incidents or Service RequestsMaintain an inventory of application configurations and settings, document and manage configuration changesEnsure that the platform complies with relevant regulations and standards, provide support for audits and compliance checks
Skills:
Strong experience in administering and configuring the ServiceNow platformProficiency in ServiceNow modules from the ESM and ITSM stackKnowledge of ServiceNow customization techniques, including form and workflow configuration, UI policies, and business rulesFamiliarity with ServiceNow integrations and ability to develop and maintain integrations with other systemsUnderstanding of ITIL processes and best practicesStrong problem-solving and troubleshooting skillsUnderstanding of network and information security conceptsExcellent communication and collaboration skills to work effectively with stakeholders and end-usersAbility to manage multiple tasks and prioritize effectivelyMeticulous attention to detail and ability to provide well-documented recordsSelf-driven to stay up to date with the latest features and best practices in ServiceNowCertificate for Certified Implementation Specialist (CIS) for ITSM or HRSD is welcomeOther ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Application Developer (CAD), are a plusWorking knowledge of English (spoken and written
Qualifications
Education: A relevant degree, such as a Bachelor's or Master's degree in Computer Science or Information Technology is a plusExperience: At least 3+ years of experience in a related role, with a reference list of ServiceNow administration and support projects tasks completed during that period Language: Fluent in English, both written and spoken
Only short-listed candidates will be contacted.
"PricewaterhouseCoopers Bulgaria EOOD, or PwC Legal Bulgaria Partnership, or PricewaterhouseCoopers Audit OOD, which runs a recruitment process, with its seat and registered address in 9-11 Maria Louisa Blvd., Sofia 1301, Bulgaria („PwC” or “we”) will be the controller of your personal data submitted in your application for a job. Your personal data will be processed for the purpose of performing a recruitment process for the job offered. If you give us explicit consent, your personal data will be also processed for participation in further recruitment processes conducted by PwC and sending notifications about job offers in PwC or job related events organized or with the participation of PwC such as career fair. Full information about processing your personal data is available in our Privacy statement."
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