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ServiceNow Administrator

IT – Information Technology | Minneapolis, MN, United States | AMERICAS
The ITSM Platform Analyst will be part of NICE-Mattersight’s Service Operations organization, responsible for core administration, implementation, development, and support of our ITSM platforms, primarily focused on the ServiceNow platform. NICE-Mattersight’s ITSM platform consists of ServiceNow and the Atlassian product suite. The ideal candidate will be self-motivated with a proven track record in ITSM technologies and be comfortable in the dynamic atmosphere of a technical organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Perform general support and day-to-day administration of the ServiceNow platform
• Create reports and performance dashboards within the ServiceNow platform
• Configure and maintain ServiceNow platform functionality and ensure continuous availability
• Work directly with end users to resolve support issues and fulfill requests within ServiceNow
• Play key role in maintaining ServiceNow development and production environments with latest security patches and software releases
• Stay abreast of new features and functionality with latest versions of ServiceNow; ensuring latest versions are tested and deployed in a timely manner
• Collaborate with decision makers, systems owners, and end users to define business and operations requirements and systems goals
• Perform design and implementation tasks such as configuration, integration, custom programming, testing and production deployments
• Develop knowledge, technical and process documentation

REQUIRED EXPERIENCE AND ABILITIES
• 3-5 years of experience in a business and/or information technology environment and setting
• Experience with ITSM applications including Incident, Problem, Change, Knowledge, CMDB, Asset and Service Request Fulfillment
• Demonstrated knowledge and applied understanding of ITIL concepts and IT Service Management processes in complex environments with significant customer impacts
• Detail oriented and ability to manage several concurrent initiatives
• Creative problem solving ability and comfort with ambiguity
• A bachelor’s degree or greater from an accredited university

NICE TO HAVES
• ITIL certification
• ServiceNow System administration certification
• 2+ years of ServiceNow development, configuration and administration experience in an enterprise environment
• Experience with ServiceNow GRC or Customer Service applications
• Experience with the maintenance, upgrades and enhancement of the ServiceNow Platform
• Experience with other ITSM software (BMC, LANDesk, Cherwell, Heat, Axios, HP, etc)
• Experience with web-based technologies such as JavaScript, HTML, CSS, jQuery, JSON, Angular JS, etc
• Experience with the Atlassian product suite (Jira, Confluence, Bitbucket, etc)
• Knowledge of call center and telephony infrastructure and/or software

WHO IS NICE-MATTERSIGHT
Have you ever spoken with someone and felt as though you just clicked? The magical feeling you get is the result of a personality connection. NICE-Mattersight creates that feeling every day, in call centers and companies around the world, through a unique suite of enterprise software solutions.

We have analyzed over a billion interactions for leading healthcare, travel and hospitality, financial, insurance, tech, telecom, utilities and other clients, and built more than 10 million (and counting) behavioral algorithms that leverage a world-renowned personality model. The resulting products help employees and customers have smoother, faster, more productive conversations with each other—in short, better chemistry.

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