Manager (ServiceNow Admin Skillset)

Do you want to support innovative clients at the intersection of cutting-edge technologies and impactful relationships?

evolv’s culture of integrity, humility, passion, and drive and have been named "Best Places to Work" by Dallas Business Journal in 2021 and 2022, "Top Workplaces" by Dallas Morning News in 2023, ranked #368 on Inc. 5000's list of fastest growing private companies in 2023 and ranked #14 on the 2024 Inc. Regionals: Southwest list of fastest growing private companies in America.

We are seeking a talented and professional Manager (ServiceNow Admin Skillset) to join our team.

Responsibilities:

• Platform Administration:
  • Oversee daily administration and maintenance of the ServiceNow platform.
  • Ensure the platform is functioning optimally, performing regular health checks, monitoring, and troubleshooting.
  • Perform upgrades, patching, and configuration changes to ensure the platform is up-to-date and secure.
• Configuration and Customization:
  • Configure and customize ServiceNow modules and applications based on business requirements (e.g., Incident, Problem, Change, Service Catalog, CMDB, etc.).
  • Create and manage ServiceNow workflows, business rules, notifications, UI policies, and custom scripts (e.g., client scripts, UI actions, etc.).
• User Management:
  • Manage user roles, groups, permissions, and access control.
  • Troubleshoot and resolve user access issues and ensure proper security measures are in place.
• Incident and Request Management:
  • Troubleshoot and resolve issues within the platform, including incidents, service requests, and user-reported problems.
  • Create and maintain knowledge articles and best practices for ServiceNow users.
• Reporting and Dashboards:
  • Design, develop, and maintain ServiceNow reports and dashboards.
  • Work with stakeholders to understand reporting requirements and build customized solutions to meet business needs.
• Collaboration and Support:
  • Collaborate with IT teams, business stakeholders, and other departments to gather requirements and implement platform enhancements.
  • Provide training and support to end users and other stakeholders on ServiceNow functionality.
• Process Improvement:
  • Continuously review and improve ServiceNow processes and workflows to ensure efficiency and alignment with best practices.
  • Identify opportunities for automation, improved user experience, and cost optimization.
• Documentation:
  • Maintain and update technical documentation, including system configurations, changes, and troubleshooting guides.
  • Document and communicate system changes to relevant stakeholders.
• Demonstrate an understanding of the client’s organizational dynamics and their impact on the engagement.
• Establish clear objectives on tasks and project outcomes with minimal client direction.
• Build rapport and adapt to a variety of stakeholder groups.
• Remain committed to successful delivery to the client on every engagement (success metrics involve deliverables met, client satisfaction, future project recommendations/extensions and collaboration).
• Prioritize individual operational excellence by meeting or exceeding all utilization goals while driving their team members to complete necessary activities that target billable hours.
• Contribute to evolv’s culture and people development through collaborating well internally, serving as a trusted advocate of our mission/vision/core values, participates or leads in internal initiatives (events/groups), and/or obtains/motivates team to obtain new approved certifications.
• Help grow evolv by understanding how we build client partnerships and evolv brand. This includes uncovering new opportunities at clients, providing team member/client referrals and remaining connected within evolv’s internal network.
• Other duties as assigned.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 3+ years of experience as a ServiceNow Administrator or in a similar role.
• Strong hands-on experience with ServiceNow platform configuration, customization, and administration.
• Experience with key ServiceNow modules such as Incident Management, Change Management, Problem Management, Service Catalog, and CMDB.
• Proficiency in JavaScript, ServiceNow Scripting (e.g., Business Rules, Client Scripts, UI Actions), and ServiceNow workflows.
• Familiarity with ServiceNow architecture and best practices.
• Experience with integrations between ServiceNow and other platforms (REST, SOAP, etc.).
• Strong knowledge of ITIL processes and best practices.
• Strong problem-solving and troubleshooting skills.
• Excellent communication skills, with the ability to work effectively with both technical and non-technical teams.
• Ability to prioritize tasks and manage multiple projects concurrently.
• Experience with ServiceNow Performance Analytics and Reporting.
• Familiarity with Agile methodologies and project management tools.

We believe in being inclusive of all people regardless of gender, race, religion, sexual orientation, age, or any attribute not relevant to job performance. We know that an inclusive, equitable and diverse company is a more innovative and successful one. We aim to employ the most talented professionals in the world by casting a wide net to find Team Members with shared values. evolv is committed to creating and maintaining a high-performing workplace in which all Team Members have a fair and just opportunity to contribute to the success of the business and are valued for their skills, experience, and authentic perspectives.

EOE/M/F/D/V