The ServiceNow System Administrator is responsible for the care and feeding of the FGL Sports' ServiceNow instances (production and non-production). The Administrator is responsible for the health of the instances, promotion of update sets, clones and ServiceNow version upgrades. In addition the Administrator will aid in the creation, customization, configuration and maintenance of UI and workflows in the ServiceNow platform.
Review the log files of all ServiceNow instances on a daily basis to ensure the health of the system. Work with FGL and ServiceNow resources as required to resolve issues appearing in the log files. Act as the primary point of contact for issues raised with ServiceNow.
Promote code as requested by the ServiceNow Program/Project Manager, Architect or Delivery Manager. Submit requests for clones and ServiceNow version upgrades as directed by the PM, Architect or DM.
Work with the necessary resources, both within and outside of FGL, to troubleshoot and resolve issues occurring as the result of promotions, upgrades or clones. Provide analysis and resolution as required.
Apply sound release management principles to ensure the stability of all environments. Assemble the Release Notes associated with upgrades.
Aid in the maintenance of foundational data (Locations, Departments, Groups, Users, Approvers, etc.) within ServiceNow.
Develop clear and concise procedural documentation for tasks associated with the System Administrator role. Share and communicate this knowledge to team members as required.
Make functionality recommendations based on understanding of technical capabilities of ServiceNow. When requested, provide design documentation for the functionality recommendations.
As required, and where possible, assist the ServiceNow project team in building technical specifications from functional specifications (provided by Business Analysts) and high-level design documents (provided by Architects).
As required, and where possible, work with the ServiceNow Quality Assurance analysts to resolve issues that arise during the testing cycle.
Required Skills and Experience
ServiceNow experience is an asset.
This position requires a self-starter with a meticulous attention to detail: someone who takes pride in getting the details correct and who takes personal responsibility for both individual and team results.
Although youre fanatical about getting the details correct you have no difficulty working collaboratively and cooperatively with others to achieve shared goals and objectives.
You consider the wider team, function, and organization. You make decisions which support the success of those groups and take action based on those decisions.
Experience with ITIL. Certification is not required but solid exposure/experience with ITSM software & processes is.
Bilingualism (French/English) is an asset.
Builds Trust and Credibility by consistently adhering to the organizations business principles and values. Is seen as direct, truthful, and trustworthy by co-workers, vendors, and customers.
Committed to results by taking personal responsibility for achieving mutually agreed upon individual/team objectives.
Demonstrates a desire to help and serve internal/external customers to meet their needs. Is proactive, responsive, and focused on discovering, anticipating, and exceeding the customers needs.
Works collaboratively and cooperatively with others to achieve shared goals and objectives. Considers the wider team, function, banner or the organization and takes action or makes decisions which support the success of those groups.
Recovers quickly after change, disruptions, or mistakes and can remain productive and focused. Is adaptable and can apply lessons learned in one situation to another situation.
Academic / Educational requirements
Technical diploma or degree in Computer Science or a related discipline.
Experience with ITIL. Certification is not required.