Job Specifications
Key Responsibilities
Perform day to day administration of the ServiceNow platform, including managing users, groups, roles, access controls and data maintenance
Monitor performance, scheduled jobs, integrations and system logs to ensure reliable and secure operation.
Manage ServiceNow updates, patches and upgrades including co-ordination of testing and issue resolution.
Deliver low risk, small scale configurations such as updates, UI policies, minor workflow adjustments, simple business rules, knowledge updates and catalogue item tweaks.
Provide 2nd line support for incidents and requests related to the ServiceNow functionality, ensuring high quality resolution and documentation.
Maintain accurate and updated documentation for configurations, processes and procedures.
Work with the platform management team to assess enhancement requests and validate requirements.
Triage enhancement demands, completing minor configurations and directing larger, more complex changes through the development cycle.
Participate in sprint planning, backlog grooming and release co-ordination activities.
Support and enhance platform governance policies, including standards for data quality, security and configuration management.
Assist with CMDB integrity
Ensure that all responsibilities are performed under a ServiceNow governance.
Contribute to the creating and upkeep of operational procedures, governance documentation and knowledge base articles.
Work with the platform team to collaborate with ITSM process owners, business stakeholders and service teams to identify improvement opportunities.
Assist in evaluating new ServiceNow features, modules and releases
Contribute to user enablement through communications, training artefacts, and guidance on how to best use the platform
Staying current with ServiceNow best practices to ensure all configuration aligns to design principles.
Qualifications / Skills / Experience
Experience (3+ years) working for a global firm.
ServiceNow Certified System Administrator (CSA)
Experience as a ServiceNow Administrator in a corporate or enterprise environment.
Strong knowledge of ServiceNow platform and its applications, scripting, integration, automation, and reporting capabilities.
Strong knowledge of web services, APIs, and middleware.
Strong knowledge of IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM) processes and frameworks.
Strong communication, collaboration, problem-solving, and project management skills.
Ability to work independently and in a team environment.
Candidate must be able to demonstrate proven ability to deliver outstanding service in a high-pressure environment.
Ability to learn new technologies and tools quickly and adapt to changing requirements.
Exposure to Agile/Scrum and backlog management tools.
An innovative mindset, curious about AI and emerging technologies.
About the Company
Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.
Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.
As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets, key financ...
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