Exact Job Title: Service Now System Administrator
Job Description:
The Service Now System Administrator is responsible for the day-to-day operations of the Service Now instance created for Global Clinical Supply. Service Now is GCS's centralized intake system for questions, ideas, and routine requests. Operations include:
Technical
- Learn the tool's features and functionality and when needed, demonstrate and answer questions about the tool and its functionality to agents, colleagues/requestors, and stakeholders
- Triage and assign requests, when needed, raise questions to stakeholders
- Pull and analyze performance metrics, reporting trends, and patterns to stakeholders
- Conduct business analysis and suggest improvements to the tool and/or GCS processes to improve metrics or make processes more efficient
- Create slide decks for presentations to stakeholders
- When needed, troubleshoot Service Now issues and report to GCS team and/or ***
- Digital
- If needed, perform system testing
- Serve as the point of contact for agents
- Ensure systems and new feature launches are consistent with the current infrastructure
- Maintain documentation
- Business
- Work with GCS colleagues who have submitted a request to ensure the problem to be solved or idea to be researched is understood and when necessary, conduct interviews and document the discussion. Collect other information as needed.
- Ensure colleagues' experience in using the tool and receiving information and updates is positive
- Anticipate potential problems and take action to solve before they impact agents or colleagues/requestors
- Where possible, automate repetitive jobs and tasks
- Ensure information in related systems us synchronized
Required Skills:
- Excellent problem-solving and troubleshooting skills
- Ability to communicate technical information in an accessible manner to non-technical colleagues
- Process improvement mindset
- Software maintenance and testing capability
- Ability to effectively prioritize and execute tasks
- Customer-service focus
- Hands-on problem-solving ability
- Report creation and data analysis capabilities
- Written and verbal communication skills
- Experience in preparing and delivering creative and targeted presentations to specific audiences
- Track record of successfully implementing business process improvements
- Continuously improve existing business processes and strive to develop new ones to improve efficiency, proven
- 6 years of related experience in a professional setting
Education:
- Bachelor's Degree Preferred
Interview:
Position Comments: Hybrid - must be on site 3 days per week minimum. 12 month contract.