ServiceNow Administrator

Granite Construction•The Woodlands, TX

2d•Onsite

About The Position

This position is responsible for the overall implementation, management, and continuous improvement of IT Operations solutions and ITIL best practices. The role involves collaborating with IT Operations teams, developers, vendors, and DevOps teams to design, develop, test, and deploy technical solutions. The ServiceNow Administrator will serve as a process owner in Service Management projects, providing guidance and advice on creating new process flows, improving existing processes, and ensuring documentation and staff training to enhance efficiency and effectiveness. They will establish and maintain governance and reporting for Service Management processes, oversee and maintain the Service Catalog system, CMDB, and other IT Operational technologies with a focus on expansion and automation, and review new or major application changes to assess their impact on operations. This role also serves as a liaison for the continual Service Improvement of all ITIL management functions, analyzing operational processes, identifying automation/improvement opportunities, and leading the implementation of technological solutions. Additionally, the administrator will consult with IT Management on Service Management processes, ensure the creation and facilitation of ITSM communication and training plans, and drive improvement on services to increase customer satisfaction by ensuring activities and key stakeholders are in place. Progress, updates, and changes regarding ITSM processes and projects will be communicated to senior management.

Requirements

5+ years of IT Service Management experience.
Experience in managing/working within large domestic or global teams.
Experience in the Agile and DevOps framework.
Experience in a variety of programming languages, database management systems and a strong knowledge of data architecture and design.
Basic UX principles.
Abide by Granite’s Code of Conduct.
Demonstrate a high degree of patience with an ability to work with all levels of management and staff.
Excellent ability to prioritize workload, especially under pressure.
Working knowledge of standard business practices and procedures.

Nice To Haves

Bachelors Degree in Information Systems, Computer Science, or related field preferred
Advanced industry standard certifications (ITIL/ITSM) preferred
ServiceNow experience preferred

Responsibilities

Serve as a process in Service Management projects by providing guidance and advice involving creating new process flows, improving existing processes, and ensuring documentation and staff training to enhance efficiency and effectiveness.
Establish and maintain governance and reporting for Service Management processes to ensure compliance and transparency.
Oversee and maintain our Service Catalog system, CMDB and other IT Operational technologies, with a focus on their expansion and automation to improve service delivery and operational efficiency.
Review new or major application changes, while assessing their impact on operations to ensure smooth integration and minimal disruption.
Serve as a liaison for the continual Service Improvement of all ITIL management functions, managing these functions and their interactions via various systems to drive ongoing enhancements.
Analyze Operational processes, identify automation/improvement opportunities, and lead the implementation of technological solutions to optimize performance and productivity.
Consult with IT Management regarding documentation, development, and implementation of Service Management processes to ensure alignment with organizational goals and best practices.
Ensure creation and facilitation of ongoing ITSM communication and training plans to keep staff informed and skilled in Service Management practices.
Ensure activities and key stakeholders are in place to drive improvement on services to increase customer satisfaction.
Communicate progress, updates and changes regarding ITSM processes and projects to senior management to ensure transparency and informed decision-making.

Benefits

paid holidays
sick leave
medical
dental
vision
life insurance
disability insurance
flexible spending plans
special programs for musculoskeletal health
mental wellness
100% of the premium is paid by Granite for eligible employees and dependents for one of the PPO medical plans
Health Savings Account (HSA) or a Flexible Spending Account (FSA)
100% match on the first 6% of eligible compensation that salaried employees defer into their 401(k) plans, which vests immediately