ServiceNow Migration Administrator

Location: Atlanta, Ga
Date Posted: 10-19-2018
The ServiceNow administrator will be responsible for migrating ITSM (IT Service Management) functions (incidents, changes, requests, problems, knowledge, service catalog, etc.) and application integrations from MicroFocus Service Manager (MFSM) to SNOW and implementing new functionality within SNOW. The successful candidate will become a member of the 24x7 ITSM team. This work will be accomplished working with an external team supporting the ServiceNow environment and working with an internal team supporting the MFSM environment. The successful candidate is expected to provide guidance with design, approach, architectural decisions and provide technical assistance with the actual implementation and migration of ITSM functions. The successful candidate is also expected to provide knowledge sharing of the SNOW environment and his/her expertise to grow support knowledge & maturity of SNOW for the internal ITSM team.
 
Skills Required:
  • ServiceNow Jakarta or higher System Administration
  • Knowledge of and experience with Incident, Change, Problem, Request, Service Catalog, & Knowledge Management workflows in SNOW
  • SNOW MID server configuration and administration
  • Experience with Helpdesk Management application
  • Aggressive Analytical/Troubleshooting with creative problem solving skills in highly complex problems
  • Technical agility
  • Basic understanding of networking
  • Availability to cover 7x24x365 operations and be on-call
  • Ability to handle stressful situations and maintain composure under pressure
 Additional Skills Preferred:
  • Knowledge of MicroFocus Service Manager (MFSM)
  • Past experience migrating from MFSM (or other ITIL/ITSM ticketing platforms) to ServiceNow
  • Past experience developing/supporting reports from SNOW
  • MS SQL Coding Experience
  • JavaScript
  • Apache/Tomcat
  • MS SQL Server Reporting Services
  • Experience with Helpdesk Management application hosted in a Microsoft SQL Server environment
  • Customer Relations Experience
  • Written and verbal communication skills
  • Documentation Skills
  • Organization
  • SNOW / ITIL Certifications
 
Experience Required:
  • 4+ years of experience supporting and implementing SNOW and related products in a large I.T. environment
Experience Preferred:
  • 2+ years of experience supporting and implementing SNOW web service integrations
  • 2+ years of experience migrating from MFSM (or other ITIL ticketing platforms) to ServiceNow
Education:  4-yr College Degree preferably in Information Systems, Computer Science or related field.
 
Responsibilities:
  • As a team, coordinate with internal and external technicians and stakeholders to craft detailed requirements for migrating the internal MFSM instance to the external ServiceNow instance.
  • As a team, coordinate with internal and external technicians and stakeholders to craft detailed designs for migrating the internal MFSM instance with the external ServiceNow instance.
  • As a team, provide technical assistance with migrating ITSM functions and users from MFSM to SNOW.
  • As a team, provide technical assistance migrating application integrations currently with MFSM to SNOW.
  • As a team, provide technical assistance migrating reporting needs from MFSM to equivalent capabilities within SNOW.
  • As a team, provide technical assistance creating new functionality across the SNOW ITSM suite.
  • Create comprehensive documentation, conduct thorough testing, and follow defined change control processes.
  • Provide support for a mission critical ITSM applications and functions.
  • Effectively communicate with end-users, co-workers, managers, and other stakeholders.
  • Demonstrate a high level of initiative and attention to detail during daily operations.
  • Internal ITSM Team size: 3 (including this position)
  • Work hours: 8am-5pm Mon.-Fri.
  • On-call support may be required

 
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