The successful candidate will work out of ServiceNow to manage and resolve tickets related to Productivity and Client Delivery applications. As an administrator, you will be responsible for supporting the continuous improvement of our software products, ensuring that employees have access to the tools needed to complete their work, and providing guidance for feature activation. This role will focus on tool support, building relationships with core user groups, process improvement, and productivity tool product oversight. Working within an Agile/Scrum team, you will own the administration of and support for this critical tool set.

This is an exciting role that will present the challenge of helping the business administer critical technologies that will deliver greatest value to our employee-owned firm.

Key Responsibilities

• Ticket Management:

o Monitor, prioritize, and manage tickets in ServiceNow, ensuring timely resolution of issues.

o Respond to and resolve Level 2 support tickets related to Productivity applications.

o Escalate unresolved or complex issues to Level 3 support or relevant teams, providing detailed documentation.

• System Administration:

o Demonstrate strong understanding of productivity software capabilities and limitations and clearly communicate those to internal partners

o When needed, lead problem management activities such as issue resolution and root cause analysis

o Plan and coordinate testing changes, upgrades, and new services, ensuring systems will operate correctly in current and future environments

o Work proactively to remove technical debt and security vulnerabilities, and strive to deliver solutions using productivity software products and features without customizations whenever possible

• Collaboration:

o Collaborate with external vendors to correct software errors and tune/troubleshoot applications; communicate the appropriate technical requirements to users

o Work with key user groups to gather, understand, and define business requirements

• Documentation:

o Identify and create inventory of process best practice gaps, while maintaining system documentation

o Contribute to the knowledge base by documenting common support issues

Qualifications:

• 2+ years of experience in a Level 2 support or similar role

• Hands-on experience with ServiceNow or similar ticketing systems

• Strong knowledge of Microsoft products and suites, Miro, Smartsheet, Jira or similar tools

• Demonstrated ability as a subject matter expert to support, maintain, and administer Productivity applications

• A "driver" personality - constantly pushing toward clarity and results while balancing the need for great cross-team collaboration

• Desire to learn and continuously improve

• Strong written and oral communication – must be able to work well and communicate effectively with technical and non-technical resources

• Experience working in an Agile/Scrum sprint-based environment

• Ability to multi-task and demonstrate a strong desire to take on new tasks and learn new things

• Ability to analyze, understand, and prioritize business problems

• Work experience in management/technology consulting or professional services industries preferred.