Sr. Application Administrator – ServiceNow

Job Description

Help Dairy Farmers of America (DFA) evolve our ServiceNow implementation to maximize the system's effectiveness and drive IT and business workflow productivity and accuracy. With a great deal of autonomy, help transform the IT lead team's process desires into a practical reality. Apply a variety of IT and ServiceNow responsibilities to guide the IT organization through required transformations needed to maximize effectiveness.

Key Responsibilities:

• Administer the ServiceNow platform to align with IT policies, processes, and procedures with an emphasis on ITIL best practices.
• Resolve incidents and fulfill service catalog requests assigned to the ServiceNow support team.
• Perform user administration, including managing users, groups, roles, categories, etc.
• Understand DFA IT and other business processes and make recommendations for incorporating those processes into current or future ServiceNow modules to enhance process effectiveness and simplicity.
• Develop a deep understanding of the ServiceNow platform and recommend enhancements to the ServiceNow roadmap.
• Review ServiceNow usage and identify improvement opportunities to increase usage and effectiveness of the product set.
• Lead new module implementations through design, build, and launch phases.
• Maintain the ServiceNow instance, ensuring compliance by performing regular version updates.
• Establish service health monitoring and response plans to ensure function availability.
• Manage subscription licensing and project future needs.
• Establish a data ownership charter and ensure clear data management assignments for all tables and items.
• Oversee ServiceNow system and data security, ensuring compliance with DFA Security standards.
• Maximize opportunities for user or advanced user self-service through the establishment of policies and distribution of techniques such as flow designer.
• Establish communication and data transfer integrations with other systems of record to keep ServiceNow data relevant and accurate.
• Provide occasional on-call support for systems outside of regular business hours.

Requirements

Minimum Requirements:

Education and Experience:

• Bachelor's degree in Information Technology or related field (or equivalent combination of education and experience).
• 8 or more years of relevant work experience.
• Experience in development, design, and implementation of ServiceNow environments and ServiceNow Admin.
• Experience using abstract datasets/structures to produce user-friendly analytics and data visualization.
• Experience with Service Catalog, creating items, and workflows, including Order Guides.
• Experience with service portal development and administration, including familiarity with CSS, HTML, JavaScript.
• Experience with Workflow & Flow Designer.
• Experience with integrations using external technologies via API (SOAP, REST).
• Experience with mobile agent configuration & development preferred.
• Certification and/or License – ITIL; ServiceNow preferred.

Knowledge, Skills and Abilities:

• Knowledge of JavaScript, HTML, CSS, XML, and other web-based programming languages.
• Knowledge of ITIL foundation concepts.
• Skills with ITOM: Discovery, Service Mapping, Event Management, CMDB, CI lifecycle.
• Skills with ITBM: Project Portfolio management, Demand management, Resource management, Agile.
• Knowledge of working with ServiceNow customer support.
• Knowledge of Instance Security Center.
• Able to lead cross-functional teams consisting of IT and business participants to define and accomplish desired outcomes.
• Able to identify proposed change impacts on multiple ServiceNow modules.
• Able to translate technical functions and approaches to a business audience.
• Able to lead and execute ServiceNow platform version updates.
• Able to identify and troubleshoot complex problems, take appropriate steps to find solutions, and make and implement recommendations.
• Must be able to read, write, and speak English.