IT Cloud (ITSM) Tools Administrator is the day-to-day administration, configuration, integration to Azure and ongoing maintenance of the IT Service Management Tool - ServiceNow platform.
Digicel Group is a total communications and entertainment provider with operations in 31 markets in the Caribbean, Central America and Asia Pacific.
After 18 years of operation, total investment to date stands at over US$5 billion worldwide. The company is renowned for delivering best value, best service and best network.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programmes.
Visit www.digicelgroup.com for more information
Job Title: IT Cloud (ITSM) Tools Administrator
Location: Trinidad
Summary/Objective:
The primary responsibility of the IT Cloud (ITSM) Tools Administrator is the day-to-day administration, configuration, integration to Azure and ongoing maintenance of the IT Service Management Tool - ServiceNow platform. This will include supporting processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Service Portal and other service modules.
Main Duties & Responsibilities:
- Work closely with the IT department and business to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.
- General support, administration and maintenance of ServiceNow platform and associated applications.
- Work directly with Cloud users to resolve support issues within ServiceNow
- Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each
- Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
- Develop systems integrations and process automation
- Perform day-to-day administration of the ServiceNow system, including making approved changes to process and work flows
- Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design
- Work with business users to identify and refine business requirements and workflows
- Develop systems integrations and process automation– fully utilizing the platform’s workflow capabilities
- Create reports and dashboards in the ServiceNow platform
- Load, manipulate and maintain data between Service-now and other systems
- Ensures compliance with and follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seeks guidance as necessary.
- Carries out all responsibilities in an honest, ethical and professional manner.
- Handles various other duties as delegated.
- Provide on-call and weekend support when needed.
Qualifications:
- Bachelor’s degree or equivalent experience
- 2+ years’ ServiceNow administration in an enterprise environment or similar ITSM tools
- Experience with HTML5, JAVA, JavaScript, jQuery, CSS, Angular.js
- ServiceNow Certified System Administrator Certification
- ServiceNow Certified Application Developer Certification
- ITIL v3 Foundations Certified
- Experience working with Cloud Services such as AWS, Azure
- Understanding of KPI’s, metrics and dashboards
- Strong experience with Incident, Problem, Change, Knowledge and Asset Management
- Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc.
- Excellent knowledge of ServiceNow best practices and ongoing knowledge of latest ServiceNow features
- Ability to break complex business challenges into smaller work units
- Entrepreneurial spirit and willingness to take prudent risks
- Demonstrated customer awareness, written and verbal communication skills
- Proven problem solving and analytic skills with the ability to act decisively in critical situations
Functional Skills:
- Functioning in a self-managed, unstructured environment
- Ability to prioritize multiple tasks and organize work to meet deadlines and multiple requests
- Ability to adapt quickly to change and handle ambiguity
- Strong customer service orientation
- Ability to work effectively with cross functional groups and participate in problem solving process
- Ability to develop and implement standards and procedures
- Strong analytical and problem-solving skills