Job Description

Job Description

Job Description

Job Summary:

Primary responsibilities will be to the Senior Engineer/Administrator the Service Now environment and working with various departments to support their needs.

Please note that this position requires passing a California Law Enforcement Telecommunications (CLETS) background check, and authorization to work in the United Stats (see below for specifics)

Duties and Responsibilities

• Advanced knowledge and working experience in System Administration and Configuration of the ServiceNow Information Technology Service Management (ITSM) tool. Specifically, complete and manage backend configurations in ServiceNow, facilitate patches, updates, configuration changes, platform administration, design, and maintenance. Support development and adoption of system enhancements and maturity roadmap. A ServiceNow System Administrator Certification is desirable.
• Expert level knowledge and working experience executing administration and configuration task in an Agile project environment with emphasis on frequently delivering functional software releases at a sustainable pace
• Advanced knowledge and working experience in Information Technology (IT) Asset Management practices and techniques, identify and maintain assets within the ServiceNow ITSM tool, assist with annual inventory audit, ensure the accuracy of asset data, monitor ITAM processes compliance, and define assets that will be treated as configuration items within the ServiceNow ITSM tool.
• Knowledge and experience working with the Information Technology Infrastructure Library (ITIL) methodology. A ITIL certification in Service Design, Operations and/or Transition is desirable.
• Senior level knowledge and working experience in developing technical requirements using a high degree of independence and technical expertise in assisting customers in defining business needs, developing requirements, designing workflows, and translating into the ServiceNow ITSM tool.
• Advanced knowledge and working experience in ServiceNow ITSM Module, specifically core ITIL processes (e.g., Change, Problem, Incident, Knowledge, Request, Asset management, and service catalog). Executes daily administration activity, monitoring system health and user
• Expert level knowledge and working experience in SNOW Discovery functionality and Configuration Management processes. Manage Discovery functionality, performance, and data validation of all discovered Configuration Items. Includes managing CMDB system health and data continuity.
• Expert level knowledge and working experience in SNOW IT Business Management (ITBM) functionality. Specifically, Project Management functionality.
• Expert level knowledge and working experience in SNOW integrations, includes the ability to establish, maintain, and enhance future integrations between ServiceNow and other systems.
• Expert level knowledge and working experience in Performance Measurement and Reporting practices using the ServiceNow tool. Includes determining key metrics and Key Performance Indicators (KPIs). Develop, maintain, automate, and customize statistical and ad hoc reports, and dashboard configurations. Includes leading the design of advanced performance monitoring capability and provide the development/design concepts to developers for implementation.
• Advanced knowledge and working experience in developing IT processes and operating procedures materials (e.g. process guides, workflows, Job Aids, RACI’s, procedures manual, facts at a glance, questions and answers, surveys, etc.)
• Superior knowledge and working experience in applying research and data analytical skills. Includes, analysis of technical, budgetary, contractual, operational statistical reports, terms, and conditions. Translate quantitative and qualitative data for consumption at various levels.
• Superior oral, written, presentation, and facilitation communication skills enabling effectiveness with influencing and engaging stakeholders across various levels within the organization. (e.g. Executive Summaries, Findings and Recommendations, Statement of Work, Board Agenda Items, etc.)
• Perform other duties as assigned.

Education and Experience:

REQUIRED EDUCATION:

• Information Technology Infrastructure Library (ITIL) Certifications
• ServiceNow Certification
• 7+ years ServiceNow Administration experience
• 3+ years Service Catalog Development
• 4+ years Configuration Management & Discovery Experience

Knowledge, Skills and Abilities: The ideal candidate will have the following desired knowledge:

• ServiceNow System Administration & Configuration •
• ServiceNow Information Technology Service Management (ITSM) Module
• ServiceNow IT Business Management (ITBM) Module
• ServiceNow Configuration Database Management (CMDB)
• ServiceNow Information Technology Asset Management (ITAM)
• ServiceNow Discovery
• Microsoft Azure Platform Integration(s)
• ESRI Geographic Information Systems SNOW Integration(s)
• Performance Measurement & Reporting
• Training & Communication(s)
• Technical Requirements Development

Work Environment:

This position at the outset can be filled with a temporary remote working option. We expect staff to be able to maintain an on-site presence (when safe to reenter the workplace) so a local recruitment and/or commitment to relocate will be required. The remote working incentive will be offered allowing for an intermittent work schedule and is contingent upon work performance and business need.

Physical Demands:

• Must be able to remain in a stationary position for most of the day
• Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
• This position needs to occasionally move about inside the office
• The person in this position frequently communicates via telephone

Avenu Summary:

With the backing of four decades of public sector expertise and corporate capability, Avenu has successfully supported government services. Avenu was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Avenu is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Avenu offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Avenu offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.

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