On-Site ServiceNow Admin — NYC IT Support & Automation

Milestone Technologies, Inc.; New York (NY); On-site; USD 65,000 - 75,000; Full time

Job summary

Milestone Technologies in New York, NY is seeking a ServiceNow System Administrator for an on-site role with the Elite ServiceNow Practice. You will provide first-level support, handle user access and security, and document processes while shadowing and updating existing procedures.

Responsibilities include triage via email and ServiceNow, ticket categorization, and collaboration with teams to resolve issues. The ideal candidate has 1+ year in ServiceNow administration and ITIL experience.

Qualifications

• Minimum one year of experience performing administrative functions in the ServiceNow platform, including managing user access and security settings, creating and maintaining roles and groups, and reviewing and troubleshooting workflows
• Proficiency in using the ServiceNow platform to troubleshoot issues and resolve problems
• Strong analytical and problem-solving skills
• Experience with ITIL processes and best practices
• Familiarity with ServiceNow 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-making 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

Responsibilities

• Triage incoming client contacts via monitored channels such as email, ServiceNow 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 ServiceNow platform using playbook job aids/instructions
• Suggest additional playbooks for development to Business Analyst resources

Skills

ServiceNow administration

Troubleshooting ServiceNow

ITIL processes

ServiceNow reports & dashboards

CMDB knowledge

Service Desk support

JavaScript

LDAP integration

SSO integration

Agile Scrum

Communication skills

Customer service

Team collaboration

Attention to detail

Job description

Milestone Technologies in New York, NY is seeking a ServiceNow System Administrator for an on-site role with the Elite ServiceNow Practice. You will provide first-level support, handle user access and security, and document processes while shadowing and updating existing procedures.

Responsibilities include triage via email and ServiceNow, ticket categorization, and collaboration with teams to resolve issues. The ideal candidate has 1+ year in ServiceNow administration and ITIL experience.