IT Solutions Analyst (ServiceNow) , IT Philippines: Cebu

About the Role:

We are seeking a skilled and proactive ServiceNow Administrator to join our dynamic team. In this role, you will be responsible for the administration, maintenance, and enhancement of our ServiceNow platform, ensuring its optimal performance and alignment with business needs. You will also provide technical support for related enterprise systems.

Duties & Responsibilities:

• ServiceNow Administration:
  • Configure, customize, and maintain the ServiceNow platform, including workflows, forms, business rules, and integrations.
  • Manage user access, roles, and permissions.
  • Monitor system performance and troubleshoot issues.
  • Implement and manage ServiceNow updates and upgrades.
  • Develop and maintain ServiceNow documentation.
  • Configure and maintain specific modules such as CSM (Customer Service Management), ATF (Automated Test Framework), and Performance Analytics.
  • Develop and maintain Service Portal and Agent Workspace configurations.
• Application Support:
  • Troubleshoot application and operating system issues by analyzing logs and events.
  • Collaborate with cross-functional teams to resolve integration and performance issues.
• Database Management:
  • Utilize and understand complex SQL queries.
  • Monitor database performance and address any issues.
• Development and Enhancement:
  • Develop and enhance application components using low-code platforms, JavaScript, and XML.
  • Analyze requirements and implement solutions to improve system functionality.
  • Learn new technologies and quickly adapt to a fast paced environment.
  • Develop client scripts/custom scripts to enhance ServiceNow functionality.
• Documentation and Improvement:
  • Maintain comprehensive technical, support, and knowledge documentation.
  • Research emerging technologies and recommend improvements to processes and systems.

Basic Qualifications, Education and Skills Required: 

• 2+ years of experience as a ServiceNow Administrator.
• 2+ years of experience in application support and development is a plus.
• Proficiency in JavaScript, XML, and SQL.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and documentation skills.
• Experience in a support team, and taking ownership of applications.
• Ability to learn new technologies quickly.
• Ability to create and maintain user guides and other technical documents.
• ServiceNow certification and Now Learning course completions are highly valued.
• Mobile Development experience is a plus.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

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