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ServiceNow Administrator
Posted 1 years ago
Contract •Groton, CT
Job Title: Service Now System AdministratorContractor Work Location: Groton, CT 06340: Hybrid - must be on site 3 days per week minimum. Duration :12 month contract.
Job Description:
The 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 GCS’s centralized intake system for questions, ideas, and routine requests. Operations include:
Technical• Learn the tool’s features and functionality and when needed, demonstrate and answer questions about the tool and its functionality to agents, colleagues/requestors, and stakeholders• Triage and assign requests, when needed, raise questions to stakeholders• Pull and analyze performance metrics, reporting trends, and patterns to stakeholders• Conduct business analysis and suggest improvements to the tool and/or GCS processes to improve metrics or make processes more efficient• Create slide decks for presentations to stakeholders• When needed, troubleshoot Service Now issues and report to GCS team and/or Pfizer Digital• If needed, perform system testing• Serve as the point of contact for agents• Ensure systems and new feature launches are consistent with the current infrastructure• Maintain documentationBusiness• Work with GCS 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 positive• Anticipate potential problems and take action to solve before they impact agents or colleagues/requestors• Where possible, automate repetitive jobs and tasks• Ensure information in related systems us synchronized
Required Skills:• Excellent problem-solving and troubleshooting skills• Ability to communicate technical information in an accessible manner to non-technical colleagues• Process improvement mindset• Software maintenance and testing capability• Ability to effectively prioritize and execute tasks• Customer-service focus• Hands-on problem-solving ability• Report creation and data analysis capabilities• Written and verbal communication skills• Experience in preparing and delivering creative and targeted presentations to specific audiences• Track record of successfully implementing business process improvements• Continuously improve existing business processes and strive to develop new ones to improve efficiency, proven• 6 years of related experience in a professional setting
Education:• Bachelor's Degree Preferred
