Roles and Responsibilities
Day-to-Day Operations and Maintenance:
Support and Maintenance: Manage the day-to-day operations, including monitoring the platform’s health, ensuring system stability, and handling any issues or requests that arise.
Collaboration: Work closely with other teams, including developers, business analysts, and operations, to ensure the platform runs smoothly and to address any challenges that arise.
Configuration and Customization:
System Configuration: Configure the ServiceNow platform to meet the business’s needs by installing and maintaining out-of-the-box process applications and creating custom applications.
Customizing UI/UX: Create and customize user interfaces (UI policies, actions, scripts, pages) and business rules to improve user experience and meet business requirements.
Workflows and Automation: Develop and implement workflows for task management and process automation to streamline operations.
Security and Access Control:
System Security: Implement and manage security protocols such as access control rules, user roles, password encryption, and audit logs to ensure data protection.
User Administration: Manage user accounts, define user groups, assign appropriate roles, and control access to data and features based on roles and permissions.
System Monitoring and Maintenance:
Performance Monitoring: Continuously monitor the system to identify performance issues and ensure optimal functioning.
System Upgrades and Patches: Manage updates, patches, and upgrades for the platform to keep it current with new features and security improvements.
Data Management:
Data Integrity: Oversee the management and integrity of the data within the ServiceNow platform. This includes importing, exporting, archiving, and ensuring the proper structure of data tables and columns.
Integration with Third-party Apps: Integrate ServiceNow with third-party applications and data sources to ensure smooth data flow and enhance platform functionality.
Training and Documentation:
End-user Training: Develop and implement training programs for end-users to ensure they can use the platform efficiently.
Documentation: Maintain documentation for configurations, workflows, and customizations to ensure that future administration and troubleshooting can be done effectively.
Technical Support:
Troubleshooting and Issue Resolution: Provide technical support by resolving incidents, requests, and problems related to the ServiceNow platform.
Collaboration with Developers: Work with developers to create and test solutions, including custom applications and integrations, to meet evolving business needs.
System Customization and Development:
Creating Custom Applications: Design and develop custom applications within the ServiceNow platform to address specific business requirements.
Integrating Business Rules: Write and manage business rules that define how data and processes should behave within the platform.
Core Configuration:
System-wide Configuration: Make critical changes to the platform’s core configuration settings, which affect the entire system, including modifications to out-of-the-box applications.
Handling Service Requests
Customer Requests: Address and resolve service requests submitted by users, ensuring timely and efficient resolution.
Skills and Knowledge Required
Technical Skills: ServiceNow platform features, system administration, and configuration.
Experience: Minimum of 4 years of experience in a similar role
Security and Access Management: Understanding of security settings, roles, and access controls.
Problem-Solving and Critical Thinking: Ability to troubleshoot complex issues and resolve them quickly.
Communication: Strong collaboration and communication skills for working with cross-functional teams and end-users.
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