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ServiceNow Sr. System Administratorat CDW Careers

Job ID: 
22004573
Focus Area: 
Delivery Engineering
Date Posted 
Oct 03, 2022
Location: 
Nashville, Tennessee
Employment Type: 
Full-Time

This role will lead the ServiceNow administrators on one or more Managed Services engagements. Sr. / Lead ServiceNow System Administrators are the day-to-day support point of contact for Managed Services customers. As a role it reports from an engagement perspective to the Program Manager over assigned programs. The role receives technical mentoring from the Platform Architect role.

 

Key Areas of Responsibility

  • Utilize ServiceNow for service management in customer environments
  • Provide consultative support to help customers navigate the ServiceNow system
  • Gather and document customer requirements for enhancements to ServiceNow systems
  • Obtain customer approval prior to development start
  • Provide customers with ServiceNow User Administration
  • Deliver enhancements in customer’s ServiceNow environments including creation of service catalog items and complex workflows or flows
  • Interface with ServiceNow’s HI system to fulfill customer support and environment management functions
  • Lead customer ServiceNow release, patching, and upgrade activities
  • Execute and coordinate the testing and quality assurance activities for new enhancements within the customer’s ServiceNow environment
  • Interface with other resources to hand off work
  • Function as quality assurance and control for work coming from other teams prior to it being promoted into production

Education and/or Experience Qualifications

  • Utilize ServiceNow for service management in customer environments
  • Provide consultative support to help customers navigate the ServiceNow system
  • Gather and document customer requirements for enhancements to ServiceNow systems
  • Obtain customer approval prior to development start
  • Provide customers with ServiceNow User Administration
  • Deliver enhancements in customer’s ServiceNow environments including creation of service catalog items and complex workflows or flows
  • Interface with ServiceNow’s HI system to fulfill customer support and environment management functions
  • Lead customer ServiceNow release, patching, and upgrade activities
  • Execute and coordinate the testing and quality assurance activities for new enhancements within the customer’s ServiceNow environment
  • Interface with other resources to hand off work
  • Function as quality assurance and control for work coming from other teams prior to it being promoted into production
  • Provide mentoring to more junior team members
  • Take on technical leadership responsibilities for complex tasks
  • Proactively delegate work to capable junior teammates when possible and practical
  • Aid senior leadership in developing training and development plans for junior resources
  • Track work for reporting to the customer
  • Responsibly interact with customer points of contact as a part of normal operations

Required Qualifications

  • ServiceNow Certified System Administrator
  • Bachelor Degree or equivalent experience
  • Must have 5+ years experience working in an information technology technical support or operations role

Preferred Qualifications

  • Ability to prioritize work and work independently
  • Excellent telephone and communications skills
  • Excellent time management and tracking skills
  • A working knowledge of information technology
  • Demonstrated ability to troubleshoot information technology issues
  • Expert knowledge of the ServiceNow system from an end user perspective
  • Ability to research issues using online tools
  • Knowledge of ITIL terminology
  • Specialty knowledge in two or more areas of ServiceNow including: Complex flow/workflow design,creation, and troubleshooting; Javascript programming; Domain Separation; ITSM; Other ServiceNow Modules
  • Ability to handle conflict effectively
  • Ability to escalate issues when they exceed personal capabilities or direction
  • Ability to respond promptly even without all the answers/information
  • Comfortable with remote meetings and video conferencing
  • Confidence to share ideas, suggestions, and concerns

 

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation.  Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.

 
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