The ITSM Solutions Administrator’s primary responsibility is to provide Tool support, manage
interactions with contractors and be the primary contact point for requestors.
He/she should also assist developers with requirements gathering, build simple requests and deliver configuration
enhancements and capabilities/improvements within the area IT Service Management system(s) and
processes. This resource has knowledge about foundation data, system configuration and process
configuration within IT Service Management Tool(s).
This individual should also:
• establish good routines and procedures for managing contractor interactions
• develop and implement policies and procedures regarding how to perform tasks within the IT
service management tool.
• contribute with the ability to discover issues and recommend solutions to business problems
uncovered during course of performing assignments.
• display the ability to independently establish work tasks in order to successfully meet expectations.
Reporting lines and interactions:
Operationally reports:
Manager, ITSM Solutions
Key interactions:
• CMDB Team (facilitate data exchange)
• Global End-User & Customer Services (tool used for interactions with end users and IT functions)
• IT Infrastructure and Operation (tool used for interactions with end users and IT functions)
• IT Quality & Process (receive input for process implementation and provide suggestion for
improvement)
• HR Master Data Team
• ServiceNow (hosts ITSM solution and supports with environment recommendations, upgrades and
complex issues)
• External Developers assisting with in-house support and improvement of tool
• External service providers to establish connection with other ServiceNow Instances
Job scope:
• Responsible for managing the interaction between the team and other IT functions/business
organization
• Responsible for managing the interaction between the team and contractors:
➢ Be the contact point for day-to-day activities
➢ Prioritize tasks to be performed by contractor
➢ Ensure contractor delivers according to commitment (e.g. regular reporting)
• Responsible for assessing needs and requests for new functionality/integrations and make
recommendation to Manager
• Responsible for coordinating upgrades of the platform
• Responsible for follow-up on backlog of requests, incidents and problems and assist in resolution
when needed.
• Uses best practices to solve functional issues and improve programs and/or process in support of
organizational business challenges, understanding the impact on the organization.
• Perform day-to-day and system administration tasks
• Perform simple development, improvement and integration tasks
• Be a liaison between requestor(s) of new functionality/updates and ITSM team by doing
requirements gathering and advising on possibilities/restrictions and recommended approach.
Furthermore, ensuring both parties understand and agree to the requirements (and approved by
manager, if needed) before development/update is undertaken.
• Provide support for the company’s Service Catalog globalization project
• Troubleshoot ITSM system and interfaces as necessary.
• Ensure the quality of the team’s global support process by actively solving open cases according to
current prioritized activities.
• Understands the state of processes currently implemented in the ITSM Tool(s) and clearly
communicates any ramifications of changing these processes. Can also suggest possible, viable
alternatives and/or improvements.
• Identify and monitor areas for improvement related to IT Service Management
• Participate in creating and updating documentation for internal processes
• Provides technical expertise and training as directed by manager.
• Provides in-house support
• Other duties as assigned.
Profile:
Must have:
• Good written and oral communication skills in English
• Experienced in information system life cycle methodologies
• Good knowledge with ITIL practices for IT service management
• Good knowledge of ServiceNow tools (including ITSM/CMDB, CSM and HRSD Modules)
• Capable of solving ServiceNow related issues (related to ITSM/CMDB, CSM and HRSD Modules)
• Demonstrated problem-solving skills to analyze business requirements and translate them into
system-supported solutions.
• Team-oriented and skilled in working within a collaborative environment. Must be a self-starter.
• Knowledgeable in how changes influence the system availability, performance and cost
• Knowledgeable about using applications for presentation, spreadsheet, word processing, process
modelling, collaboration, project management and web meetings
• Knowledgeable about relational databases
• Uses independent judgement and demonstrates creativity and innovation to find solutions to multifaceted and/or time sensitive, complex problems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment and be very
results-oriented.
• Ability to present ideas in business-friendly and user-friendly language
• Skilled in leading meetings internally and with clients / suppliers
• Good communication and customer service skills.
• Understanding of business processes, with a flair for business administration and human capital
management.
Nice to have:
• International experience as the position is global
• Background in process modelling
• Experience in Project Management
Work experience:
• 10+ years’ work experience within IT
• 5 years’ work experience as an administrator and/or developer of ServiceNow tools
Minimum education level:
• Bachelor degree or equivalent experience
• ITIL v3 Foundation Certificate
• Good background in IT Services
• ServiceNow Systems Administrator Certificate preferred
• ServiceNow Advanced System Administration Certificate preferred
