Kelly Services Service Now Admin in Portland, Oregon

Kelly IT has an opening for a Service Now Admin for our client in Portland, OR.

Duration: 6-12 months

SUMMARY

The System Administrator provides all levels of administration and management services to support a highly reliable and secure IT Service Management (ITSM) tool (“ServiceNow”) utilized by the organization’s end-users to log and track IT support activity. This will include the design, implementation, and ongoing improvement for a portfolio of ITSM processes for continuous tracking, reporting, and trending. Duties and responsibilities can be any combination of server support as it relates to ServiceNow tool administration and assist in technical support for all business environments globally.

DUTIES

  • Responsible for design, development, implementation, and maintenance of the ITSM tool ServiceNow to ensure that users leveraging the tool are being supported to meet their business needs

  • Responsible for leading the administration and ongoing support of the new ITSM ServiceNow tool to support ITSM processes.

  • Responsible for the design, development and implementation of the end user service portal within the ServiceNow Content Management System

  • Partner with IT support teams to implement and manage workgroups assigned in the ITSM tool and resources contained within those teams.

  • Responsible for the integrations of ITSM processes and workflow into the ServcieNow tool.

  • Responsible for ensuring that the ITSM tool support processes are efficient, effective, compliant, and results are measurable and sustainable.

  • Responsible for ensuring technology and product knowledge is current; so the most up to date information is delivered to the client and ServiceNow tool remains at newer supported version (N-1).

  • Oversees the performance and execution of multiple ITSM processes within ServiceNow

  • Integration and capture of Incident, Problem, Change, Configuration (CMDB) and Service Catalog / Request Management modules within ServiceNow and monitor how IT support teams are leveraging the information to fulfill their teams workload.

  • Determines underlying causes of IT service management process problems that contribute to missed performance targets and integrates information from a wide variety of sources to arrive at an optimal solution(s).

  • Collaborate and negotiate with other team members and resources while ensuring that the tool workflow and escalation process are met and continuously improved.

  • Responsible for case exchange and multiple tool data sharing via LDAP, API or similar tool.

  • Responsible for managing relationships with ServiceNow vendor (and other vendors utilizing the ITSM too) by ensuring vendor agreements are complete, current, and stored in the appropriate location; reviewing vendor performance levels and ensuring service level agreements are met

  • Responsible for overseeing the progress of ongoing ITSM tool projects that integrate into ServiceNow or will be removed

  • Analyze new technologies and present options, recommendations, ROI and project planning implementation phases

REQUIRED SKILLS

  • Bachelor’s Degree in Computer Science, Information Systems, or related field.

  • 5+ years of experience in information technology; specifically leading the implementation or support of processes and administration of ServiceNow.

  • 5+ years of leading large scale project implementation.

  • Demonstrated experience working cross-functionally, implementing large scale processes, managing multiple complex projects simultaneously with aggressive schedules, resource planning and allocation, project scheduling, contingency planning, risk and issue management.

  • Experience with Web Technologies including JavaScript, HTML, XML and Web Services.

  • Experience with designing and deploying web based end user self-service portals.

  • Experience with ServiceNow forms, fields, view, lists, UI policy and actions, client and server scripts.

  • Experience with integrating ServiceNow with other tools (case exchange of ticket data), monitoring, alerting and federated sources of CI data.

  • 5+ years creating and managing ITSM tools, metric capture, and SLAs reporting.

  • 5+ years of experience planning, designing, implementing or supporting ITSM processes.

  • 5+ years working within the ITIL process framework.

  • Two or more of the following certifications: ITIL certificate, ISO20000, COBIT, Six Sigma, Project Management.

  • ITIL v3 Foundations certificate required.

  • ITIL Expert certification desirable.

  • Experience performing continual improvement of processes and services.

  • Experience successfully implementing processes leveraging the ITSM framework.

  • Experience performing continual improvement of processes and services.

  • Experience developing and delivering process training.

  • Strong Knowledge/familiarity with common IT quality practices.

If you are interested, please email your resume to norh098@kellyit.com

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around

the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-

visibility projects. In a field where change is the only constant, our connections and opportunities

will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™

companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:

people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your career

today.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.