Opp overview As a Refresh Administrator within Customer Group Professional Services, you are engaged at the customer level to understand, configure and support the bulk device refresh processes for Customer Device Lifecycle Management service. You will have the opportunity to work across business sectors with an array of customers and Customer teams. Success is defined by the Refresh Administrator’s ability to work with key customer and business stakeholders to support the critical data required to run the Refresh service. The successful candidate will be an integral part of the team, helping us move forward during a period of growth ensuring our current offerings are delivered to a highest possible standard Duties: • Configuration of key data within Customer 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 to help everyone get better at serving our customers Essential • 6 months of experience in an administration/co-ordination role focussed heavily on ServiceNow. • Have a good understanding of the key components of ServiceNow e.g. 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 Desirable • Other relevant ServiceNow accreditations/micro certifications, particularly relating to ITSM, FSM, Asset management and Walk-up experience. • Ability to read and understand JavaScript • A foundational understanding of integrations. Transferrable skills from previous employment and a knowledge of how these will prove beneficial in this role Servicenow Role Description: GPS Bulk Refresh Service Now Administrator Role Description Skills and Experience • Has experience creating and amending Service Now Walk-up queues and schedules. • Can create filters and views as required to most efficiently provide information and update records. • Understands Service Now business rules and how they would impact configuration and what settings will and won’t pass over integration with Customer Service Now instances in different scenarios. • Excellent English verbal and written communication skills. • Proactive and will take ownership of the role. • Able to manage workload without a prescribed list of tasks, being prioritise and confidently seek support/decisions where needed. Responsibilities Responsibility Description Frequency New Locations Configuration of New customer locations on service now. In large batches during transition of new customers and following Change to service to include new locations Schedule Entries Creation of new holiday schedule entries and amendments to existing holiday schedule entries. Creation done in large batches following schedule agreement in transition. Changes as per requirements from individual sites to reschedule a clinic date. Appointment Configuration Configure location appointment configuration settings based on customer standards agreed during transition. Support Once per deployment type per location. Done in batches during transition Validation that appointments are locked at T-14. Validate that the schedule is locked to new appointment bookings for each clinic event at T-14. Two possible approaches to schedule locking – utilising the appointment configuration lead time or by removal of schedule entry for required date. Daily - in process of changing this to be done automatically PMO Tracker Update the PMO Tracker fields required as tasks are completed. Daily Walk up Stockroom set up Create Walk up stockroom on service now for new locations. In large batches during transition of new customers and following Change to service to include new locations Assignment of devices to stock rooms Where automatic device assignment to stockrooms is not possible, manual allocation of device serial numbers into stockroom. Daily - per bulk delivery order. Maintain Operational run books Review the operational run book for all of the processes. Confirm all steps are present and contact details updated as appropriate. Quarterly Business Rules Understand the Service Now business rules set up on both CC and Customer Service Now instances to understand what settings do travel over the integration and which would need coordination with customer Service Now administrators. Understand and document where there is a difference in rules between customers and how that would impact the scheduling of Walk-up events. At start of engagement, understand the existing customer set up. Then during transition of new customers Create Parent Work order per Clinic Event Create Parent work order and update PMO tracker with Work order number. In large batches during transition of new customers and following Change to service to include new locations Qualify User Draft Work orders Qualify draft work orders. Daily Event Exception processing Review open issues from Events that require service now amendments – such as reallocation of no-shows to future clinics or an alternate delivery approach. Best Practice Learn and understand the end-to-end process refresh process on Service Now. Amend and update documentation with additional steps or context as required. Attend reviews of processes for best practice feedback. Test and document changes to approach on test system prior to updated process going live. Proactively work with Service Now Devs aligned to the service to understand design decisions and how they impact refresh requirements operationally. Monitoring and reporting of invites Work with GIS during the process to upload users and set triggers for comms. Monitor, report and raise exceptions. Monthly per customer Ad Hoc Reporting Support Ad hoc requests for information and stats regarding Walk up events. Where repetitive, draft request for dashboards or reporting set up as required. As required Primary contact for GIS Primary contact for GIS teams for configuration, incident management and regular operational engagement between teams. Regular Issue Ownership Troubleshooting and Primary contact for issues relating to Service Now. Take ownership of troubleshooting As Required Lessons Learned Document Root Cause analysis of issues, After every incident and quarterly during reviews. Service Improvement recommendations Using knowledge of service now, proactively suggest different approaches based on knowledge and experience of using service now. GIS Change Review GIS change notifications to see impact of change and escalate if there is risk to service for Bulk refresh