Job Description
As a Refresh Administrator, you are engaged at the customer level to understand, configure and support the bulk device refresh processes for our client's Device Lifecycle Management service.
Responsibilities:
* Configuration of key data within client's ServiceNow platform, including but not limited to:
o Locations
o Schedules
o Appointments
o Assets
o Stockrooms
o Work orders
* Perform routine triage and troubleshooting of issues affecting service, working with internal IT teams to diagnose complex issues.
* Support ad-hoc requests for information and statistics.
* Recommend service and system improvements, raising requests for this where required documenting the problem statements, workarounds and desired outcomes of change.
* Create and maintain operational documentation
* Maintain a level of ServiceNow accreditation and keep up to date with new features and functionality.
* Work with other team members and stakeholders to ensure a consistent way of working
* Understand and communicate business process and system changes, along with the impacts and benefits they provide.
* Review release notes ahead of changes to assess process impacts and validate systems still function as expected during and after new releases and upgrades.
* Act as a subject matter expert for ServiceNow and the DLM refresh process within the business area, sharing knowledge with various teams
Skills Required:
* 6months + of experience in an administration/co-ordination role focussed heavily on ServiceNow.
* Have a good understanding of the key components of ServiceNow eg tables, fields, reports, business rules, flows etc.
* ServiceNow certified to the level of System Administrator, or similar certifications/accreditations that demonstrate key knowledge of ServiceNow.
* Excellent communication skills to bridge the gap between technical and non-technical stakeholders
* Strong organisational skills, ability to work independently when needed and manage multiple work streams simultaneously
* A desire to further technical ability through formal training self-learning