Position Summary: Serves as a technical leader and primary point of contact for all operational support issues related to our ServiceNow Instance. Applies advanced IT skills as a seasoned, experienced professional with a full understanding of IT service management industry practices, community standards and relevant polices and procedures ranging from medium to large projects with major scope and complexity. Resolves a wide range of highly complex issues. Demonstrates competency in selecting and deploying tools, methods and techniques to obtain results. Independently manages systems and services for all instances of ServiceNow. As an experienced professional, provides architectural guidance and makes recommendations. Key Responsibilities ·         30% Provide on-going production and end user support. Provide administration functions such as managing users, workflows, tables, and data. Ensure application tool meets security industry standards or best practices. Identify system deficiencies and recommend solutions. Follow established IT department procedures, such as change control and release management. Understands and applies industry practices, community standards and department policies and procedures relating to work assignments. Negotiates project plans with stakeholders, interacts with senior level and internal personnel. May lead a team of IT or Business professionals. Support of the operation and delivery to agreed service levels ·         30% Performs data modeling, performance and integration testing and builds interfaces for a variety of internal and external constituents. Monitors and employs source code control techniques and configuration management. Ensure tool configuration is consistent across development, test, QA and production environments. Knowledge and understanding of the relationships and integrations via Active Directory and other identity management systems, APIs, and other tools. ·         20% Plans, designs, develop, modify, debugs, deploys and evaluates complex software for functional areas. Analyzes the design and use of complex data sources. Applies moderate to complex programming security practices. Negotiates, develops and executes moderate to complex test plans. Develops system implementation plans. Negotiates with stakeholders on the creation of software specifications or requirements ·         20% Provides and develops user training related to the use of ServiceNow. Demonstrate ability to document complex application configuration and system workflows. Trains users in the implementation of system as needed. Develops both conceptual and detailed data models for projects. Initiates, designs or modifies, processes and procedures where standardized policies or procedures may not exist. Skills and Abilities Required Qualifications ·         Advanced skills and experience administering ServiceNow environments, scripting and custom/scoped applications in ServiceNow. ·         Advanced skills associated with software design, modification, implementation and deployment, including object-oriented programming concepts. ·         Ability to create software specifications. Demonstrated ability to understand functional needs and how systems can support those needs. ·         Demonstrated ability to develop conversion and system implementation plans. ·         Experience with planning for deployment and creation of feedback mechanisms. ·         Thorough experience with identification and use of code libraries and open-source forums. Experience with API integrations (SOAP, REST, and JSON). ·         Demonstrated software repository skills. ·         Demonstrated testing and test planning skills. ·         Experience in incident response and demonstrated broad problem-solving skills, including error examination, analysis and technical recommendations on the ServiceNow platform or related systems. ·         Demonstrated ability to contribute technical narrative to proposals. Ability to write technical documentation in a clear and concise manner. ·         Demonstrated effective communication and interpersonal skills. Ability to communicate technical information to technical and non-technical personnel at various levels in the organization. ·         Strong customer service and interpersonal skills. ·         Self-motivated and works independently and as part of a team. Ability to learn effectively and meet deadlines. Preferred Qualifications ·         Experience with ServiceNow Service Portal. ·         Experience with ServiceNow Discovery tools. ·         Experience with AWS Cloud applications and integrations with ServiceNow. ·         Experience with Agile methodologies. Education Required Qualifications Bachelor's degree in related area and / or equivalent experience / training. Licenses and Certifications ·         Required Qualifications Completion of ServiceNow Fundamentals. ·         Completion of at least one of the following: Certified System Administrator, Certified Implementation Specialist, Certified Application Developer