ServiceNow Platform Administrator

at  Advania UK

ABOUT US:

We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft’s leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
ServiceNow is our key operational platform, fundamental to the delivery of all of our Managed Services across the Group. Our platform has approximately 1000 fulfiller users supporting 40,000 Client end users through 15 Portals and is continually evolving through the adoption of increased ITSM and CSM (TPSM) functionality. Our busy and growing internal ServiceNow team work with both internal stakeholders and Clients and are central to the continuing success of our organisation.

POSITION OVERVIEW:

As a ServiceNow Platform Administrator, you will be part of a growing ServiceNow team working to support the ServiceNow ITSM/CSM solution that underpins our growth and innovation as a leading Managed Service Provider.
You will act as first point of contact for all requests and incidents coming to the ServiceNow team largely from internal resolvers and Advania UK business users. You will proactively manage the queue by reviewing new tasks and carrying out initial triage, keeping the requesters updated with progress and overseeing the incident or request through to completion.
As a junior member of the team, you will be expected to handle no-code/low-code platform configurations, such as group memberships, user permissions updates, and straight-forward customer on-boarding and off-boarding tasks in ServiceNow.
You will help manage resourcing in the team by building ServiceNow reports and dashboards showing ticket volumes and SLAs met/breached.
You will be an advocate of ServiceNow and demonstrate a willingness to self-study, to expand your ServiceNow knowledge within your own personal developer instance. You will work as part of a larger team, assigned to a Senior team member to mentor and train you and you will be hoping to grow your career by achieving relevant ServiceNow badges and certifications.

QUALIFICATIONS & EXPERIENCE:

For this role the ideal candidate will have:

• A “ServiceNow Certified System Administrator” qualification
• Ideally a ITL v4 foundation certificate, but this is not essential

In addition, the following attributes the team are looking for are:

• Strong analytical skills and problem-solving skills
• Good oral and written communication
• Work well in a team environment
• Experience of working in a customer support role
• A proactive attitude to learning and development

Click here for the list of benefits.
This is a remote-first hybrid role. See here for details about our hybrid workstyle.

RESPONSIBILITIES:

In this role, you can expect to be involved with:

• Working under the guidance of a senior platform team member
• Participating in the ServiceNow team incident management, request fulfilment and problem management processes
• Fulfilling user admin and permissions management requests
• Performing data imports and exports where required
• Building team reports and dashboards illustrating sprint velocity, incident resolution and request fulfilment trends and metrics
• Carrying out general administration within the platform
• Creating and maintaining knowledge documentation relating to platform administration
• Performing configuration and development work relevant to experience and capability

For this role the ideal candidate will have:

• A “ServiceNow Certified System Administrator” qualification
• Ideally a ITL v4 foundation certificate, but this is not essentia