Job Description

Job Title: 

ServiceNow Service Portal Admin

Location: Tustin, CA (Will consider Non-Locals also if they come for in-person)

Duration: 6 Months Renewable contract.

Interview: 2 Skype interviews followed by In-person interview.

Look for USC or Greencard Holders…

Position Summary:

Client is seeking a ServiceNow Service Portal Developer/Administrator with expertise and experience in implementing, integrating and enhancing the Service Portal as part of the ITSM team.  This role will be responsible for solution requirements capture, design, development, and administrative application support. This individual will collaborate with all members of the organization to deliver an outstanding fully functioning service catalog experience.

Essential Job Functions:

• Implement, enhance and integrate ServiceNow platform, service catalog and Service Portal per business requirements in a highly collaborative, inclusive and tolerant environment.
• Complete development, configuration and workflow administration to support business processes on the platform.
• Provide day to day operational support and maintenance including planned maintenance outages.
• Collect, consolidate and analyze service metrics to facilitate decision making related to service improvements.
• Conduct unit testing and install new modules, releases and version upgrades.
• Actively manages the life-cycle of the platform.
• Monitor and fine tune application to achieve optimum performance levels.
• Perform assessments and listen to internal customers to understand and anticipate their business needs and determine their priorities in the context of the overall enterprise and strategy
• Act as a Tier-2/3 support for system 7x24x365
• Provides analysis of problems while working toward solutions to technical issues.
• Proactively develop and maintain technical knowledge in a specialized area, remaining up-to-date on current trends and best practices.
• Complies with applicable laws, regulations, standards, policies and procedures.
• Participates in on-call rotation for off-hours critical systems monitoring and support. Available to work flexible hours as required by assigned projects or system problems.
• All team members must comply with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

Knowledge, Education and Experience

• Technical expert in ServiceNow with a minimum 3 years working experience as Administrator and Developer and 5 years overall in IT. 
• Experience with implementing Service Portal.
• Experience implementing 2 or more ServiceNow modules a plus: Incident Management, Problem Management, Asset Management, Release Management, Service Catalog Management, PPM, Reporting & Analytics, and/or Change Management.
• Understanding of ITIL v3 and its components. 
• Expertise in ServiceNow scripting including JavaScript and Jelly Script
• Expertise in Web technologies (Web Services, XML, HTML, CSS, HTTP, etc)
• Understanding of Enterprise IT Architecture.
• Strong analytical, problem solving, organizational and planning skills.
• Customer engagement with strong personal skills to build and maintain collaborative relationships between business stakeholders and IT service owners. 
• End user support including troubleshooting, root cause analysis and permanent resolution of system issues. 
• Ability to multitask and manage time effectively amongst multiple priorities.
• Ability to communicate to all levels of end users, IS and Management staff.

• Ability to work on a cross-functional team to design and implement scalable and sustainable systems.
• On-call flexibility, including, unplanned and planned maintenance and outages
• Demonstrated writing skills for creating run books, functional, design and configuration specifications

Preferred Experience

• ITIL foundation certification.
• ServiceNow Administration / Application Developer certification.
• Experience with CMBD, Discovery and Asset Management.
• SQL experience for Data Mining and Data Analysis.
• REST API and integration with 3rd party platforms.
• JAVA scripting experience.
• Experience working in a regulated environment