Senior Administrator - ServiceNow, JavaScript

About This Role

This senior administrator role in Tools & Automation focuses on providing advanced technical support and troubleshooting for ServiceNow applications. The position ensures optimal performance and security of tools, aiming to drive positive customer feedback through effective incident resolution and proactive measures.

Responsibilities

• Provide advanced technical support for ServiceNow administration by implementing best practices and troubleshooting techniques to resolve complex incidents, ensuring adherence to quality standards and regulatory requirements
• Conduct root cause analysis on escalated incidents, leveraging JavaScript and REST/SOAP API integrations to develop effective solutions for technical and security issues
• Manage and update the knowledge base, ensuring that documentation is current and comprehensive, while also training and coaching analysts to enhance their support capabilities
• Resolve complex support tickets within agreed SLAs by collaborating with cross-functional teams, maintaining security posture, and ensuring seamless operations
• Foster a positive customer experience by achieving first call resolution and minimizing rejected resolutions and case reopens, while effectively addressing security threats

Requirements

• Proficient in ServiceNow administration and support with solid experience in JavaScript
• Strong understanding of REST and SOAP APIs for integration and automation tasks
• Excellent analytical skills for root cause analysis and problem-solving
• Familiarity with AngularJS for front-end development and user interface enhancements
• Effective communication skills for training and coaching team members
• ServiceNow Certified System Administrator (optional but valuable)
• ITIL Foundation Certification (optional but valuable)