IT SERVICE MANAGEMENT ADMINISTRATOR Job Description Applying ITIL Best practices to Client IT Service management. Analyze and Document businessIT processes, formulate KPIs and metrics. Collect and analyze business requirements and translate them into workflow. Perform unit and system testing for workflow and customization projects. Provide advance troubleshooting support for problems that arise in ServiceNow and related process tracking down the root cause of coding or configuration failures. Contributes to systems administration and support the installation, optimization, integration, troubleshooting, backup, recovery, modification, security, and upgrading of ITSMS systems and components. Support ITIL Service Design lifecycle processes for the IT Service Management system and its related services. Assists with ITSMS development projects by providing administration and testing support. Train users on ServiceNow tool usage, create user documentation, guides and knowledge articles. Required ExperienceSkillsCertifications Support IT Service Management Systems (ITSMS) as ServiceNow Administrator. Support ITSMS through initial diagnosis and troubleshooting of customer problems working with the ServiceNow tool. Experience in analyzing and creating workflow processes. Excellent Oral and Written communication skills. Bachelorrsquos degree, preferably in a related technical field. An additional five (5) years of full-time technical related broad experience can be substituted for the degree. 2-3 years of work experience in process analysis, production enterprise tool and customer support. Experience with ServiceNow administration. Demonstrated ability to provide systems documentation to support successfully implementation of changes. ITIL Foundations certification Preferred ExperienceSkillsCertification Experience with Dynamics 365 Experience with SQL, JavaScript, HTML, CSS, XML, JIRA, Web Services, ETL. ITIL Intermediate certification PMP certification