ServiceNow Administrator

Granite Construction; Watsonville (CA); On-site; USD 128,000 - 192,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Paid holidays and sick leave

Job summary

Granite Construction is seeking a Senior IT Service Management professional to lead the implementation, governance, and continual improvement of IT operations solutions and ITIL practices. The role collaborates with IT Operations, development, vendors, and DevOps to design, deploy, and optimize services.

You will oversee the Service Catalog and CMDB, drive automation, and ensure changes align with organizational goals while delivering staff training and effective ITSM communications.

Qualifications

• Bachelor's degree in information systems, computer science, or related field preferred.
• Advanced ITIL/ITSM certifications preferred.
• Experience with ServiceNow is preferred.
• Experience in IT Service Management and large teams.

Responsibilities

• Guide and advise in creating new process flows and staff training.
• Governance and reporting for Service Management processes.
• Oversee Service Catalog, CMDB, and IT operations tools with focus on automation.
• Assess impact of changes on operations for smooth integration.
• Drive continual service improvement across ITIL functions.
• Analyze operational processes and lead automation initiatives.
• Consult with IT management on documentation and implementation.
• Deliver ITSM training plans for staff.
• Drive service improvements to increase customer satisfaction.
• Communicate progress to senior management.

Skills

ITIL knowledge

Customer service

Verbal and written communication

Teamwork

Problem solving

Education

Bachelors degree in information systems / computer science

ITIL/ITSM certifications

Tools

ServiceNow

Job description

Building a career at Granite may be the most valuable thing you could do…

Find your dream job today, and be part of something great. Our most powerful partnership is the one we have with our employees. Our people are our most valued asset and the foundation of Granite’s century-old success. We’re building more than infrastructure; we are building your future.

General Summary

This position is responsible for overall implementation, management, and continuous improvement of IT Operations solutions and ITIL best practices, collaborating with IT Operations team, developers, vendors and DevOps teams to design, develop, test and deploy technical solutions.

Essential Job Accountabilities

• Serve as a process in Service Management projects by providing guidance and advice involving creating new process flows, improving existing processes, and ensuring documentation and staff training to enhance efficiency and effectiveness.
• Establish and maintain governance and reporting for Service Management processes to ensure compliance and transparency.
• Oversee and maintain our Service Catalog system, CMDB and other IT Operational technologies, with a focus on their expansion and automation to improve service delivery and operational efficiency.
• Review new or major application changes, while assessing their impact on operations to ensure smooth integration and minimal disruption.
• Serve as a liaison for the continual Service Improvement of all ITIL management functions, managing these functions and their interactions via various systems to drive ongoing enhancements.
• Analyze Operational processes, identify automation/improvement opportunities, and lead the implementation of technological solutions to optimize performance and productivity.
• Consult with IT Management regarding documentation, development, and implementation of Service Management processes to ensure alignment with organizational goals and best practices.
• Ensure creation and facilitation of ongoing ITSM communication and training plans to keep staff informed and skilled in Service Management practices.
• Ensure activities and key stakeholders are in place to drive improvement on services to increase customer satisfaction.
• Communicate progress, updates and changes regarding ITSM processes and projects to senior management to ensure transparency and informed decision‑making.

Education

• Bachelors Degree in Information Systems, Computer Science, or related field preferred
• Advanced industry standard certifications (ITIL/ITSM) preferred

Work Experience

• 5+ years of IT Service Management experience.
• Experience in managing/working within large domestic or global teams.
• Experience in the Agile and DevOps framework.
• Experience in a variety of programing languages, database management systems and a strong knowledge of data architecture and design.
• Basic UX principles.
• ServiceNow experience preferred

Knowledge, Skills, and Abilities

• Ability to work with minimum supervision.
• Excellent customer service and interpersonal skills.
• Excellent verbal and written communication skills
• Capacity to solve problems and make decisions in a clear and decisive manner.
• Ability to provide guidance to other team members.
• Excellent organizational skills.
• Ability to work in a team environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to operate a computer keyboard. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Requirements/Skills

• Abide by Granite’s Code of Conduct.
• Demonstrate a high degree of patience with an ability to work with all levels of management and staff.
• Excellent ability to prioritize workload, especially under pressure.
• Limited travel (less than 25%) to offices, plants, and job sites.
• Working knowledge of standard business practices and procedures.

Our Benefits at a Glance:

Building tomorrow starts with you, and Granite knows that you can excel only if we support you in and out of the workplace. That is why we offer a broad benefits package that includes paid holidays, sick leave, medical, dental, vision, life insurance, disability insurance, flexible spending plans, as well as special programs for musculoskeletal health, mental wellness, and more.

Salaried employees may choose from two PPO medical plans through Anthem BlueCross, including our most popular plan, for which 100% of the premium is paid by Granite for eligible employees and dependents. Employees can also opt into a Health Savings Account (HSA) or a Flexible Spending Account (FSA).

As part of our investment in your future outside of the workplace, Granite provides a 100% match on the first 6% of eligible compensation that salaried employees defer into their 401(k) plans, which vests immediately.

Benefits may vary for positions located outside of the continental United States.

Base Salary Range:

$127,843.00 - $191,763.00

Pay may vary based upon relevant experience, skills, location, and education among other factors.

About Granite Construction Incorporated

Granite Construction Incorporated is a member of the S&P 400 Index and is the parent company of Granite Construction Company, one of the nation’s largest heavy civil contractors and construction materials producers. Granite is a Drug-Free Workplace and Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, or any other protected characteristic.We consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.

For additional information on applicant/employee rights please click here.

Notice to Staffing Agencies

Granite Construction, Inc. and its subsidiaries (“Granite”) will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Granite, including unsolicited resumes sent to a Granite mailing address, fax machine or email address, directly to Granite employees, or to Granite’s resume database will be considered Granite property. Granite will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Granite will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. Agencies must obtain advance written approval from Granite’s recruiting function to submit resumes, and then only in conjunction with a valid fully-executed contract for service and in response to a specific job opening. Granite will not pay a fee to any Agency that does not have such agreement in place. Agency agreements will only be valid if in writing and signed by Granite’s Human Resources Representative or his/ her designee. No other Granite employee is authorized to bind Granite to any agreement regarding the placement of candidates by Agencies.