ServiceNow Admin

About the team The primary focus of this role will be to manage and optimize our ServiceNow platform, which plays a pivotal role in the service management and workflow automation. As 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 and play as a Service Now expert for any projects that may impact service. This role also provides training to users and is accountable for access control, security, minor improvements such as form or workflow editing, 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. Additionally the role is responsible for including, but not limited to:
-  Day-to-day administration of the organization's new ServiceNow platform.
-  Identify bottlenecks and develop optimizations & customizations based on needs.
-  Work with other IT team members to drive adoption.
-  Perform daily maintenance and issue resolution.
-  Coordinate and be accountable for daily ServiceNow support requests.
-  Support implemented and proposed solutions on the platform.

About the role

-  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 including workflows, forms, fields, UI, and integrations.

-  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.

-  May include the development and implementation of ServiceNow scripts, business rules, UI policies, and client scripts to automate processes and improve user interactions.

This role has been categorized as a teleworker position. Teleworkers do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-office events.

In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.

Who you are

-  1-3 years of experience with S administration.

-  Experience in implementing ServiceNow processes and functions.

-  Strong customer focus and desire to provide an impeccable customer experience. 

-  Strong documentation, analytical, and problem-solving skills.

-  Strong written and verbal communication skills; must be able to interact well across all levels of the business.

-  Better together mentality, positive attitude, demonstrated experience in working well with others to encourage team cohesiveness and morale.

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

-  A hands-on, can-do, positive attitude.

Get to know us

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. 

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, and a  fundamental commitment to Equity and Belonging. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, and gender identity. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

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