Senior ITSM Development Admin

Nice to meet you!

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The Cloud and Information Services team is looking for a highly experienced Senior ITSM Developer and Administrator to play a critical role in reshaping our ITSM implementation and partner with our continued implementation of ITOM. In this dev lead role, you will oversee and drive the architecture, design, development, administration, and optimization of our ServiceNow IT Service Management (ITSM) implementation. The successful candidate will play a pivotal role in ensuring the seamless delivery of IT services and solutions, contributing to our organization's overall efficiency and effectiveness. This person will work closely with our Service Management Office (SMO) to transform our ITSM processes, leveraging current ServiceNow ITSM capabilities.

As a Senior ITSM Developer and Administrator, your duties will include:

Leadership and Team Management:

• Lead a team of ServiceNow developers and administrators, fostering a collaborative and innovative work environment.
• Provide guidance, mentorship, and performance feedback to team members to enhance their skills and professional growth.
• Partnering with our ServiceNow Architecture and Platform Operations team to align and create standards to enhance performance, security, and scalability.

ServiceNow Development:

• Designed, developed, and implemented “out of the box” solutions and enhancements within the ServiceNow platform to meet business requirements.
• Collaborate with stakeholders to gather and analyze requirements for new features and functionality.
• Ensure the successful integration of ServiceNow with other systems and applications.

Administration and Configuration:

• Oversee the day-to-day administration of the ITSM module, ensuring system stability, performance, and security.
• Configure and maintain ServiceNow modules, workflows, business rules, UI policies, and other components to optimize functionality. 

Process Optimization:

• Evaluate and improve existing ITSM processes, identifying opportunities for automation and efficiency gains.
• Work closely with cross-functional teams to align ITSM processes with business objectives and industry best practices.

Incident, Problem Management, Bug/Defects:

• Lead the resolution of complex incidents and problems, working closely with the support team to ensure timely resolution and minimize service disruptions.

Documentation and Training:

• Create and maintain comprehensive documentation for configurations, customizations, and processes.
• Conduct training sessions for team members and end-users to promote effective utilization of the ServiceNow platform.

 Ensure all applicable security policies and processes are followed to support the organization’s secure software development goals.

Required Qualifications

• 8 years of experience in ServiceNow as a Developer and Administrator.
• Bachelor's degree in Computer Science, Information Technology, or a related field and/or relevant years of experience.
• Proven hands-on experience as a ServiceNow developer and administrator, with a focus on ITSM.
• Working knowledge of ServiceNow ITAM, ITOM and CSM.
• Strong leadership and team management skills.
• In-depth knowledge of ServiceNow platform architecture and best practices.
• Proficiency in JavaScript, HTML, CSS, and ServiceNow scripting languages.
• Experience with ServiceNow integration and REST/SOAP web services.
• ITIL certification is a plus.
• You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do

Preferred Qualifications

• ServiceNow certification(s) such as Certified System Admin (CSA) Certified Implementation Specialist (CIS) or Certified Application Developer (CAD) for both ITSM and ITOM is a plus.

World-Class Benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include...
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are.

To put it plainly: you are welcome here.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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