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ServiceNow System Administrator
Posted 1 years ago
Contract •Groton, CT
Job Title: Service Now System AdministratorLocation: Groton, CT Hybrid - must be on site 3 days per week minimum.Duration: 12 months Job Description:Duties and ResponsibilitiesThe Service Now System Administrator is responsible for the day-to-day operations of the Service Now instance created for Global Clinical Supply. Service Now is centralized intake system for questions, ideas, and routine requests. Operations include:TechnicalLearn the tool’s features and functionality and when needed, demonstrate and answer questions about the tool and its functionality to agents, colleagues/requestors, and stakeholdersTriage and assign requests, when needed, raise questions to stakeholdersPull and analyze performance metrics, reporting trends, and patterns to stakeholdersConduct business analysis and suggest improvements to the tool and/or processes to improve metrics or make processes more efficientCreate slide decks for presentations to stakeholdersWhen needed, troubleshoot Service Now issues and report to team If needed, perform system testingServe as the point of contact for agentsEnsure systems and new feature launches are consistent with the current infrastructureMaintain documentationBusinessWork with colleagues who have submitted a request to ensure the problem to be solved or idea to be researched is understood and when necessary, conduct interviews and document the discussion. Collect other information as needed.Ensure colleagues’ experience in using the tool and receiving information and updates is positiveAnticipate potential problems and take action to solve before they impact agents or colleagues/requestorsWhere possible, automate repetitive jobs and tasksEnsure information in related systems us synchronizedRequired Skills:Excellent problem-solving and troubleshooting skillsAbility to communicate technical information in an accessible manner to non-technical colleaguesProcess improvement mindsetSoftware maintenance and testing capabilityAbility to effectively prioritize and execute tasksCustomer-service focusHands-on problem-solving abilityReport creation and data analysis capabilitiesWritten and verbal communication skillsExperience in preparing and delivering creative and targeted presentations to specific audiencesTrack record of successfully implementing business process improvementsContinuously improve existing business processes and strive to develop new ones to improve efficiency, proven6 years of related experience in a professional settingEducation:Bachelor's Degree Preferred
