Servicenow Administrator (Remote Eligible)

The IT Operations analyst – ServiceNow administrator will play a critical role in the emerging ServiceNow landscape at Dollar Tree. The role is responsible for assisting team with administration and technical and reporting enhancements in ServiceNow. This role will assist the product owner with the technical knowledge around the ServiceNow platform and will lead and provide direction to the services partner in the day-to-day activities with the platform.
ServiceNow administrator will play a critical role assisting others in the team with automation around data extract required for various reporting requirements

• Work with various leads in simplifying and standardizing of ServiceNow processes
• Will assist the functional process owners with any technical assistance required on ServiceNow
• Contribute and maintain technical and process documentation to the ServiceNow knowledge database
• Should have in-depth knowledge of developing workflows, configurations, customization in ServiceNow
• Administration includes but not limited to enhancing service catalog, monitoring and troubleshooting ServiceNow performance and issues, managing user access and permissions to ServiceNow, configuring and managing ServiceNow applications, workflows, forms, reports
• Will collaborate with the other team members, business stakeholders, project manager(s) on ServiceNow projects to determine requirements and document technical specifications for development
• Function as the administrator for ServiceNow platform and perform day-to-day administration of ServiceNow platform.
• Should be available as needed during non-business hours for any critical issues and/or planned activities
• Will need to work on exploratory POC work to ensure right solution is selected for the business needs
• Provide periodic updates to manager and leadership on the tasks and projects
• Assist with gap analyses highlighting current state, future state based on best practices.
• Contribute to IT Service Management transformation by providing ServiceNow platform expertise while supporting current state along with the managed service vendor.

• Current ServiceNow administration certification is needed
• Ability to work independently and as a part of a team
• Should be open to learn new modules in ServiceNow as required by DollarTree is essential
• Should have good knowledge on the best practices
• Strong understanding of ITIL and IT ServiceNow Management principles
• Candidate to have experience with collaborating with remote partners and be able to prioritize the work assigned to the partners
• Bachelor’s degree and 2 years related work experience or 3+ years of experience with ServiceNow
• Experience in the following ServiceNow modules: Incidents, Service Catalog, Knowledge, Agent workspace, Change Management and SPM including demand management.
• Experience in building/configuring end-user Service Portals, workflows, upgrades, inbound email notifications, configuring SLAs and form fields
• Excellent problem-solving and troubleshooting skills
• Strong knowledge and experience in ACLs, UI policies and business rules is a must
• Must be able to work both collaboratively and independently and take initiative to identify, track, and resolve issues
• Strong understanding of CMDB, Mid server and flow designer
• Effective communication and interpersonal skills
• Must be able to work in a fast-paced organization where change is constant.

• Experience with leading metrics conversation with senior management and vendors
• ServiceNow Application Developer; Implementation Specialist
• Evaluation/investigation and coordination of incidents and problems
• Demonstrated ability to effectively drive and lead organizational change