ServiceNow System Administrator

The Milestone Technologies Elite Service. Now Practice is expanding, and they are currently seeking a Service. Now System Administrator to join their team. The Service. Now Administrator will play a crucial role in providing first-level support and technical assistance to users of the Service. Now platform. This includes addressing technical queries, troubleshooting issues, and collaborating with other teams to resolve problems.

The role also involves shadowing and documenting current processes and procedures, as well as communicating with the support team on required procedures. Please note this is an on-site position and successful candidates will be based in the NYC Metro area.

Responsibilities

• Triage incoming client contacts via monitored channels such as email, Service. Now tickets, Slack, and group transfer
• Categorize support tickets and work towards resolution or transfer/escalation to appropriate support groups
• Review incoming "how to" requests and assist users with activities inside the Service. Now platform using playbook job aids/instructions
• Suggest additional playbooks for development to Business Analyst resources Skills
• Minimum one year of experience performing administrative functions in the Service. Now platform, including managing user access and security settings, creating and maintaining roles and groups, and reviewing and troubleshooting workflows
• Proficiency in using the Service. Now platform to troubleshoot issues and resolve problems
• Strong analytical and problem-solving skills
• Experience with ITIL (Information Technology Infrastructure Library) processes and best practices
• Familiarity with Service. Now reports and dashboards
• Good knowledge of CMDB
• Service Desk Support experience
• Experience with web technologies scripting (XML, HTML, JavaScript, Web Services, etc.)
• Understanding of integrations such as LDAP, SSO, and email
• Understanding of Agile SCRUM development methodology
• Effective communication skills, both written and verbal (English)
• Strong customer service skills and the ability to build positive relationships with clients and team members
• Ability to work independently, take ownership of tasks, and demonstrate strong problem-solving and analytical skills
• Ability to work well under pressure, handle multiple tasks simultaneously, and pay strong attention to detail and accuracy
• Ability to work effectively in a team environment, collaborate with others, and manage time efficiently
• Flexibility and adaptability in a fast-paced and constantly changing environment
• Continuous improvement mindset and the ability to learn new technologies and processes quickly #LI-NL1