ServiceNow Platform Administrator

hace 3 semanas

Guadalajara, Jalisco, México Zillow A tiempo completo

About the Team and Role

The primary focus of this position will be to manage and optimize our ServiceNow platform, which plays a crucial role in service management and workflow automation.

As a ServiceNow Administrator, you will be part of the team responsible for configuring, maintaining, and improving the platform to ensure its efficiency in supporting our business processes and delivering outstanding user experiences.

This role includes overall responsibility for the system and its processes, as well as serving as a ServiceNow expert for any projects that may impact service.

Responsibilities include providing training to users, being accountable for access control, security, minor improvements, and UAT/Regression testing of any development.

You will work with customers to understand, propose, and deliver solutions using ServiceNow standard methodologies.

In addition to day-to-day administration, the Admin may also work in platform upgrades, facilitating rollouts of new applications and improvements.

The role is responsible for:

  • Day-to-day administration of the organization's new ServiceNow platform
  • Identifying bottlenecks and developing optimizations & customizations based on needs
  • Working with other IT team members to drive adoption
  • Performing daily maintenance and issue resolution
  • Coordinating and being accountable for daily ServiceNow support requests
  • Supporting implemented and proposed solutions on the platform

Maintenance and Optimization

Maintain the integrity of the platform across production and non-production instances.

Perform installation and testing of updates and new releases.

Assist in troubleshooting patch / release management issues.

Build reports, gauges, and home pages.

Maintain Service Level Agreement (SLA) and be responsible for SLA workflows.

Create and use update sets to move configurations between systems.

Configure and customize the SN platform in collaboration with IT teams, TPMs, and ServiceNow customers to align with business requirements.

Own the lifecycle of ServiceNow applications including installation, upgrades, and patching.

Improve and maintain ServiceNow ITSM modules.

Supervise and maintain the health, performance, and security of the ServiceNow platform.

Fix and resolve technical issues, perform root cause analysis, and implement preventive measures.

Provide user support and training.

Maintain accurate documentation of configurations, processes, and customizations.

Stay up to date with ServiceNow releases, features, and standard processes.

This role may also include the development and implementation of ServiceNow scripts, business rules, UI policies, and client scripts to automate processes and improve user interactions.

Who You Are

We are seeking an experienced ServiceNow administrator with a strong customer focus and a desire to provide an impeccable customer experience.

The ideal candidate will have 1-3 years of experience with ServiceNow administration, a strong understanding of ServiceNow processes and functions, and excellent documentation, analytical, and problem-solving skills.

We value a better together mentality, a positive attitude, and demonstrated experience in working well with others to encourage team cohesiveness and morale.

The ability to adapt/respond in a multifaceted, fast-paced, customer-focused, IT environment characterized by rapid change, minimal lead times, and multiple challenging priorities is essential.

Get to Know Zillow

Zillow is reimagining real estate to make it easier to unlock life's next chapter.

As the most-visited real estate website in the United States, Zillow and its affiliates help movers find and win their home through digital solutions, first-class partners, and easier buying, selling, financing, and renting experiences.

Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move.

The work we do is helping people move from dreaming to transacting - and no matter what job you're in, you will play a critical role in making this vision a reality.

We're committed to fostering an inclusive, innovative environment with the best employees.

We're an equal opportunity employer committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, and gender identity.

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