ServiceNow System Administrator

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

The Milestone Technologies Elite ServiceNow Practice is expanding, and they are currently seeking a ServiceNow System Administrator to join their team. The ServiceNow Administrator will play a crucial role in providing first-level support and technical assistance to users of the ServiceNow platform. This includes addressing technical queries, troubleshooting issues, and collaborating with other teams to resolve problems. The role also involves shadowing and documenting current processes and procedures, as well as communicating with the support team on required procedures:

Responsibilities

• Triage incoming client contacts via monitored channels such as email, ServiceNow tickets, Slack, and group transfer
• Categorize support tickets and work towards resolution or transfer/escalation to appropriate support groups
• Review incoming "how to" requests and assist users with activities inside the ServiceNow platform using playbook job aids/instructions
• Suggest additional playbooks for development to Business Analyst resources

Skills

• Minimum one year of experience performing administrative functions in the ServiceNow platform, including managing user access and security settings, creating and maintaining roles and groups, and reviewing and troubleshooting workflows
• Proficiency in using the ServiceNow platform to troubleshoot issues and resolve problems
• Strong analytical and problem-solving skills
• Experience with ITIL (Information Technology Infrastructure Library) processes and best practices
• Familiarity with ServiceNow reports and dashboards
• Good knowledge of CMDB
• Service Desk Support experience
• Experience with web technologies scripting (XML, HTML, JavaScript, Web Services, etc.)
• Understanding of integrations such as LDAP, SSO, and email
• Understanding of Agile SCRUM development methodology
• Effective communication skills, both written and verbal (English)
• Strong customer service skills and the ability to build positive relationships with clients and team members
• Ability to work independently, take ownership of tasks, and demonstrate strong problem-solving and analytical skills
• Ability to work well under pressure, handle multiple tasks simultaneously, and pay strong attention to detail and accuracy
• Ability to work effectively in a team environment, collaborate with others, and manage time efficiently
• Flexibility and adaptability in a fast-paced and constantly changing environment
• Continuous improvement mindset and the ability to learn new technologies and processes quickly

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Compensation

Estimated Pay Range: $65,000 - 75,000 annual base salary + benefits

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.