Job Information
A.O. Smith Senior ServiceNow System Administrator in United States
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Date: Aug 23, 2024
Location: Nashville, TN, US, 37228
Company: A. O. Smith Corporation
Company / Location Information
A. O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.
Located in our Nashville Metro Center office, just minutes from downtown with easy interstate access and free parking we have been recognized by The Tennessean as one of the top Nashville area Workplaces, we have programs in place to help our team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training, and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.
Primary Function
Under general supervision, the employee will be responsible for the administration of the IT Service Management platform lifecycle to include system strategy, design, implementation, and configuration. This person will act as a cross-functional consultant to business and departmental stakeholders as the A.O. Smith Subject Matter Expert (SME) on IT Service Management. They will play a role in thought leadership and organizational change management as it relates to transitioning new IT services into production and in the continuous improvement of existing IT services, processes, and capabilities.
Responsibilities
Design, configure, and implement within the ServiceNow platform.
Administration of ServiceNow platform to include system design and configuration tasks such as: process and workflow creation, form design, user/role/group management, end-user training and supporting knowledge documentation, and the creation of dashboard and reports.
Act as an organizational champion and change agent for the adoption of ITIL best practices and the creation of a central, global IT Service Management Office (IT SMO).
Work with existing internal and external IT resources to transition technology and customer support services into the standards and practices of the global A.O. Smith IT organization as a result of organic growth and/or merger and acquisition activities.
Performs system Quality Assurance (QA) activities, software upgrades and installations, and facilitated User Acceptance Testing (UAT) in accordance with established IT policies and procedures.
Develop and implement fixes for bugs and issues found in ServiceNow platforms as necessary
Handle all onboarding and offboarding ServiceNow users
Design and create dashboards and reports to support business operations
Utilize ServiceNow scripting modules such as Client Scripts, UI Policies, Business Rules
Acts as an internal, cross-functional consultant to business and departmental stakeholders.
Collaborates with team leaders and technical subject matter experts to manage the capabilities of the IT Service Management program and release management activities.
Creates a culture of continuous improvement by taking ownership of all IT Operations and Service Management policies, processes, workflows, and procedures to include the monitoring of process performance using a range of Critical Success Factors, Key Performance Indicators, and metrics.
Analyzes technology and process requirements and specifications to develop new processes, recommend and implement changes to processes that will minimize risks and costs; increase the productivity of IT services; and improve the quality and consistency of services and technology solutions.
Other duties may be assigned as needed.
Qualifications
Bachelor’s Degree in Information Technology, Computer Science, Business Administration or other related field in combination with relevant work experience
Minimum of 5 years experience administering, configuring and maintaining Service Now platform
ServiceNow Certified System Administrator (CSA) certification required
ServiceNow Certified System Implementation Specialist preferred
ADDITIONAL QUALIFICATIONS:
Experience with IT Service Management technologies and Information Technology Infrastructure Library (ITIL) processes
ITIL certification is a huge plus.
Working knowledge of Knowledge Centered Support (KCS) best practices a plus.
Proficient in ServiceNow scripting modules like Client Scripts, UI Policies, Business Rules, etc.
Strong analytical, process-oriented, evaluative, and problem-solving abilities.
Ability to work independently and collaboratively in a team environment
Excellent attention to detail with a focus on continuous service improvement.
Strong written and verbal communication skills.
We Offer
Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
Nearest Major Market: Nashville