ServiceNow System Administrator

Milestone-Technologie; New York (NY); Sur place; USD 70 000 - 90 000; Plein temps

Résumé du poste

Milestone Technologies' Elite ServiceNow Practice is expanding, and they are currently seeking a ServiceNow System Administrator to join their team in the NYC metro area. The role focuses on first‑level support, troubleshooting, and helping users navigate the ServiceNow platform while documenting current processes.

You will shadow and communicate with the support team, handle escalation, and contribute to automation playbooks.

Qualifications

• Minimum one year of ServiceNow admin experience.
• Experience with ITIL processes and CMDB.
• Ability to troubleshoot and resolve platform issues.
• Strong communication and customer service skills.

Responsabilités

• 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

Connaissances

ServiceNow administration

User access & security management

Workflow troubleshooting

ITIL processes

CMDB

Scripting: XML/JavaScript

LDAP / SSO integrations

English communication

Shadowing & documentation

Service Desk support

Outils

XML

HTML

JavaScript

Web Services

Description du poste

The Milestone Technologies Elite ServiceNow Practice is expanding, and they are currently seeking a ServiceNow System Administrator to join their team. The ServiceNow Administrator will play a crucial role in providing first-level support and technical assistance to users of the ServiceNow platform. This includes addressing technical queries, troubleshooting issues, and collaborating with other teams to resolve problems. The role also involves shadowing and documenting current processes and procedures, as well as communicating with the support team on required procedures.

Please note this is an on-site position and successful candidates will be based in the NYC Metro area.

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

• 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 (Information Technology Infrastructure Library) 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-solving 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

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