ServiceNow Administrator Analyst I

QTS Realty Trust; Atlanta, Suwanee (GA, GA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

401(k) matching

Bonus eligibility

PTO and volunteer days

Stock Purchase Plan

Holidays

Job summary

QTS Realty Trust is seeking an Application Administrator I–ServiceNow to ensure stability and performance of the ServiceNow platform across the organization. You will perform maintenance, user management, and implement upgrades while coordinating with agile teams to deliver high-quality solutions.

You will work on a range of ServiceNow modules, participate in design discussions, and provide after-hours support as required.

Qualifications

• Associate degree in Computer Science or related field or equivalent experience.
• 3+ years in IT supporting enterprise services.
• 1+ year of direct ServiceNow administration experience.
• Experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics.
• Knowledge of ITOM suite: MID, Discovery, CMDB, Orchestration, Event Management, Service Mapping.

Responsibilities

• Provide administrative support to the ServiceNow user base.
• Monitor health, usage, and compliance of the ServiceNow platform.
• Coordinate platform upgrades and maintenance.
• Manage configurations: business rules, UI policies, client scripts, ACLs, dashboards, reports, data imports, service catalog.
• Provide after-hours and on-call support as needed.
• Advise teams on best-practice configuration and design.
• Lead cross-functional sessions to build organizational capability.

Skills

ServiceNow admin

ITOM knowledge

IT operations

Agile teamwork

Education

Associate degree

Tools

ServiceNow

Data imports

UI policies/workflows

Job description

Who we are: As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be. The Application Administrator I–ServiceNow is responsible for assuring the stability and performance of the ServiceNow platform for QTS. This person is primarily responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions. This person must be able to prioritize their day-to-day activities given overarching guidance, own issues from start to finish, and practice proactive communication within a collaborative agile team. This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.

RESPONSIBILITIES

• Provide administrative support to the ServiceNow user base
• Monitor and optimize the health, usage, and overall compliance of the ServiceNow platform
• Identify system deficiencies and divergences from best practice within the production instance
• Coordinate & execute platform upgrades & maintenance
• Perform upkeep on existing solutions (e.g. business rules, UI policies, client scripts, ACLs, workflows, dashboard & reporting, data imports, service catalog development, etc.)
• Provide after hours and on-call support, as needed
• Advise teams on design, development and overall best practice configuration of ServiceNow
• Assist with the design and configuration of new solutions in ServiceNow
• Lead cross-functional review sessions that produce high-leverage learnings use to build organizational capability.

BASIC QUALIFICATIONS

• Associate’s degree in Computer Science or other related field; specialized training ,or equivalent professional experience
• Three or more years of progressive IT experience supporting enterprise and application services
• One or more years of direct administration experience with ServiceNow
• One or more years of hands‑on experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics etc.
• Working knowledge of the IT Operations Management(ITOM)suite of capabilities, to include MID deployment, Discovery, CMDB, Orchestration, Event Management, Operations Intelligence, Service Mapping, etc.
• Knowledge of ServiceNow best practices and ongoing knowledge of latest ServiceNow features

PREFERRED QUALIFICATIONS

• One or more years of experience working in a data center environment or other relevant critical process environment
• ITIL v3/v4 certification
• Certified ServiceNow Administrator
• Project Management certification (PMP, Agile, Scrum)

KNOWLEDGE, SKILLS AND ABILITIES

• Exhibit excellent interpersonal skills with all levels of the organization
• Use organizational skills to determine prioritization and appropriate multitasking
• Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses
• Perform necessary and timely follow-up, escalating appropriately if necessary
• Excellent writing skills for generating clear, concise release notes and documentation
• Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization
• Ability to work independently, with supervision, on a project of varying complexity
• Actively invests in growing yourself and others to build the talent and capabilities required for sustained success.

Benefits and Perks

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund Wellness Program
• Tuition Reimbursement Program

QTS is an Equal Opportunity Employer. Learn more: Equal Opportunity Employer/Veterans/Disabled We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim. The "Know Your Rights" Poster is included here: Know Your Rights (English) Know Your Rights (Spanish) The pay transparency policy is available here: Pay Transparency Nondiscrimination Poster-Formatted QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information.