Configuration Manager

JOB SUMMARY

• The chief objective of this position:
  • Performs all system development, configuration, and administration functions for the ServiceNow platform. Also includes ITSM Process familiarization and inclusion in decision making. Sets operational and capability goals for the ServiceNow. Additionally, perform system performance tuning utilizing various system toolsets.
• Licensure, Certification, or Registration Requirements for Hire:
  • Related certification preferred
• Licensure, Certification, or Registration Requirements for continued employment:
  • Related certification preferred
• Experience REQUIRED:
  • Position typically requires a Bachelors Degree with three (3) to six (6) years of related experience, or equivalent combination of related education and experience
• Experience PREFERRED
• Experience managing a ServiceNow instance
• Extensive experience configuring Incident, Problem, Change and other ITSM modules within the instance
• Access, role, and permission management
• Workflow design, development, and deployment
• Portal design, development, maintenance, and Service Offering development
• ITSM (ITIL) process familiarity and best practice methodology
• Customer expectation management - translating customer requirements to sound technical solutions with focus on "configuration" as opposed to "customization"
• Sound development and SDLC experience using multiple environments to include development, testing, and training
• Provides solutions to highly complex technical problems requiring frequent use of creativity and ingenuity and an in-depth analysis and evaluation of multiple factors.
• Practices as the role model for customer service and customers reliability; performs multiple tasks concurrently and solves critical issues effectively
• Coordinates the planning, organization and documentation of complex system design activities and the configuration of systems to be consistent with organizational policies/ procedures
• Mentors and assists other team members as needed.
• Expected to represent the team in testing, implementations, and upgrades.
• Performs peer review for team member's complex changes to ensure proper change management processes are followed
• Ability to take complex assignments and successfully complete them in a timely fashion with minimum supervision.