ServiceNow Systems Administrator - Hybrid

The Ideal Candidate

The ServiceNow Administrator is responsible for the administration, development, operation, education, and maintenance of Genesco's ServiceNow platform. This includes partnering with stakeholders to develop workflows, perform needs assessments, assist in solution development, leveraging their platform knowledge to enhance the value provided by ServiceNow. This role focuses on day-to-day service delivery, service improvement, automation and maintaining high levels of customer satisfaction while adhering to ITIL (Information Technology Infrastructure Library) best practices.

Please note that we are not able to provide visa sponsorship for this role.

How You Will Make an Impact

• Manage and maintain day-to-day user account administration (roles and permissions) to ensure appropriate access controls.
• Lead implementation efforts by configuring and testing of the ServiceNow ITSM module.
• Develop and customize ServiceNow workflows, business rules, UI actions, client scripts, and other platform features.
• Create and maintain integrations with third-party systems and applications.
• Implement and manage platform upgrades, patches, and hotfixes, ensuring minimal system disruptions.
• Maintain and implement best practices for configuration management, documentation, and system security.
• Collaborate with IT function leads and stakeholders to implement enhancements and support new requirements.
• Develop and execute reports, dashboards, and performance metrics to monitor platform health and usage.
• Provide training support to end-users, and ensure effective knowledge transfer.

Experience and Skills You'll Need to Have

• Bachelor's degree in Computer Science or equivalent knowledge and experience in a related field.
• Four (4)+ years administering an ITSM platform (ServiceNow preferred).
• Demonstrated success analyzing, investigating, and resolving technical issues in critical systems.
• Solid understanding of the Information Technology Infrastructure Library (ITIL) principles, practices, and processes. This includes incident management, problem. management, change management, knowledge base management and configuration management.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical end-users.
• Experience building catalog and/or workplace user experiences.
• Experience applying ITSM and CMDB concepts in an organization.