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NCDOT -ServiceNow Customer Administrator
Ref No.: 18-13271
Location: Raliegh, North Carolina
The ServiceNow customer system administrator role is technical in nature and dedicated to the basic administration and overall health of the ServiceNow platform.

The ideal candidate will have proven implementation experience, a background in the IT Infrastructure Library (ITIL) business process, and working knowledge of IT operations. Past work experience with industry leading providers of help desk, IT service management, asset management, network and systems management or similar technologies a definite plus. The system administrators will perform fundamental administration and configuration tasks in the ServiceNow instance including, but not limited to, standard configuration, user administration, security, workflow, date management, and integrations. This role will manage the ServiceNow release cycle three times per year and is dedicated to working directly with ServiceNow application.

Responsibilities
• Personalize and create forms and fields
• Create new applications, modules, and tables
• Activate a plug-in
• Build reports, gauges, and homepages
• Set up Service Level Agreements (SLAs) and monitor SLA workflows
• Create and track Service Catalog requests, and items with variables
• Create, monitor, modify, and publish Service Catalog workflows with approvals
• Follow the notification process back to the Business Rule
• Import data into the instance
• Create and use update sets to facilitate moving customizations between your instances
• Search, populate, and customize the Knowledge Base
• Create an Access Control Rule (ACL)
• Create global controls for attachments and cookies
• Custom scripting
• Build third party software integrations
• Answering "how to" technical and application configuration questions
• Aiding in translating business requirements into technical requirements
• Facilitating roll out of new applications and modules
• Manage the ServiceNow system upgrades that occur three times per year
• Assisting in troubleshooting patch / release management issues

The ideal candidate is a college graduate with Computer Science or similar technical degree (or is working towards such a degree) and would have a minimum of 1-2 years of experience with:
• Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)
• Web applications, networks, protocols and email (SMTP, POP3)
• Basic understanding of ITIL v3 methodologies
• Understanding of enterprise IT architecture
• Working knowledge of relational databases
• Experience with database manipulation via a programming language

Experience in these areas is a plus:
• LDAP directories, such as: Active Directory, eDirectory, OpenLDAP.
• Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.
Web Services integrations.
 
Skill Required / Desired Amount of Experience
Proven ServiceNow implementation experience Required 2 Years
 
Web applications, networks, protocols and email (SMTP, POP3) Required 2 Years
Basic understanding of ITIL v3 methodologies Required 2 Years
 
Understanding of enterprise IT architecture Required 2 Years
Working knowledge of relational databases Required 2 Years
 
Experience with database manipulation via a programming language Required 2 Years
Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.) Required 2 Years
 
Impeccable time-management and record keeping Required 5 Years
The ability to take complex end-user requirements to code Required 5 Years
 
A positive can-do attitude & willingness to learn Required 5 Years
A strong personal commitment to quality service Required 5 Years
 
The ability to work independently and with a team Required 5 Years
LDAP directories, such as: Active Directory, eDirectory, OpenLDAP. Highly desired 2 Years
 
Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0. Highly desired 2 Years
Web Services integrations Highly desired 2 Years
 
Excellent communication Required 5 Years