This role reports to the ServiceNow Business Operations Manager, will be part of the tier 2 ServiceNow support team and will provide expert consultation to customers on the ServiceNow platform.
Acts as a technical expert for the ServiceNow platform. Takes escalated issues and resolves or refers to specialized expert as needed
May lead activities related to business process design and implementation for ServiceNow operations
May provide technical leadership in operational policies and procedures
Ensures ServiceNow operations SLAs are being met and provides statistics and reports to management on ServiceNow operations performance
Leads the elicitation and gathering of business and system requirements for ServiceNow requests
Configures the ServiceNow platform, including business rules, workflows, user interface actions, notifications, and other functionality
Coordinates the planning and development of KBAs and training for users of the ServiceNow system
MINIMUM REQUIREMENTS: Education & Experience: Bachelor's degree and five years relevant experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
3-5 years experience as part of a tier 1/tier 2 Service Desk
Knowledge of ServiceNow capabilities, business processes, and workflow
Proven problem solving and analytical thinking and ability to approach problems logically and systematically
Expertise in configuring and troubleshooting the ServiceNow platform
Ability to design and document complex business systems.
Strong understanding of the software development lifecycle and knowledge of Agile/Scrum concepts
Project management skills as needed
Skill in conducting interviews and facilitating group meetings
Excellent communication skills, both written and verbal, including the ability to bridge functional and technical resources by communicating effectively with individuals of varying systems expertise and business needs
Strong listening, negotiation and conflict resolution skills
Knowledge of ITIL concepts
Constantly perform desk-based computer tasks
Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment
Occasionally lift/carry/push/pull objects that weigh 21-40 pounds
Rarely kneel/crawl, climb (ladders, scaffolds, or other), writing by hand, sort/file paperwork or parts, grasp forcefully
* - Consistent with its obligations under the law, the University will provide reasonable accommodations to any employee with a disability who requires an accommodation to perform the essential functions of the job.
May require extended hours and weekends
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations
Promote Culture of Safety: Demonstrates a commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu
.#GD-BA Additional Information
Location: Business Affairs: University IT (UIT), Redwood City, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 12000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu. Stanford is an equal empl...oyment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.