servicenow AdministratorCushman & Wakefield

Job Description
POSITION GOAL(S)
The ITSM systems administrator role is part of the applications team responsible for the maintenance and support of customer support applications.
The primary role of the ITSM systems administrator is to maintain and improve applications within their portfolio to continually meet the changing demands of our business, service offerings and our customers. The ITSM systems administrator will be responsible for providing support for our ITSM products and will work closely with internal and external delivery teams. We strive to work with the best people who continually adapt and help extend our capability internally and to our customers.
As an ITSM administrator, this role requires a good range of technical capabilities in line with technologies we manage for our customers as well as the ability to be a key contact and escalation point for our internal teams and customers. Currently the ITSM administrator will be required to administrate two ITSM products Frontrange Heat and Service Now but this may change in the future.Excellence in customer service skills and communication
POSITION DUTIES / RESPONSIBILITIES
Administrate internal or customer ITSM systems (Frontrange and/or Service Now).
Assist in the creation, management and improvement of new or existing Harbour IT services. This may include (but not limited to);
Service Management Software (Currently Frontrange Heat and ServiceNow)
Assisting with Sourcing, Scoping, testing and implementing new applications to meet business needs
Working with internal management and our customers to develop new workflows, customizations and changes to improve or implement new service offerings
Maintain and improve procedures to align to ITILv3 methodologies
Implement software improvements such as new workflows and self service forms
Maintain and update system software as required by Harbour IT and its customers to meet new requirements such as setting up new teams, categories, configuring SLA's, create baseline reports, configure alerts and notifications and services within the ITSM system
Provide 2nd level technical support for applications related within your scope of support
Adhere to Incident, Problem and Change Management processes as per HIT/customer standards (ITIL) and within SLAs
Fulfilment of Service Requests within customer SLA
To provide after hours on-call escalation as required
Being available to take phone calls for escalated enquiries or tickets
Create and maintain technical documentation and knowledge base for support team's services
Provide recommendations to the Delivery team managers and Head of End User Services and on areas to improve our capability and efficiency through applications
Understand high level business requirements and create technical outcomes based on these requirements
SKILLS, KNOWLEDGE, QUALIFICATIONS & EXPERIENCE
The position requires the following skills & knowledge:
Passion for 'Customer Service Excellence'
Passion for IT/Computers
Excellent knowledge of IBM Lotus Notes 8.5
Excellent knowledge of Microsoft desktop operating systems (Windows 2000, Windows XP, Win7)
Excellent knowledge of Microsoft desktop applications (MS Word, MS Excel, MS Outlook etc.)
Excellent knowledge of TCP/IP and networking
Excellent troubleshooting skills
Excellent verbal and written communication skills
Excellent telephone manner
Good interpersonal skills
Ability to work in a team environment with a shared workload
Knowledge in Service Management software
Practical understanding and demonstrated experience in the use of the following technologies;
Service Management Tools
Systems Management Tools
Firewalls
Network and Windows Security
Security Appliances
The position requires the following qualifications and experience:
Minimum of 5 years' experience in a Technical Support role, preferably including experience in a Managed Services Environment
At least 5 years' experience working with an enterprise grade Service Management Tool i.e. Frontrange, Service Now, BMC remedy etc.
Formal training and certification in industry technologies (Frontrange Heat or Service now desirable).
Experience and understanding of Service Management practices and functions
Current ITIL v3 Foundation or above certification
Experience working in a Managed Services environment
Experience managing any service management product
Experience with administration of Service now (any version) or Frontrange Heat highly desirable
Degree or Tertiary Qualification
PERSONAL ATTRIBUTES
Wants to work in IT Field
Quick and eager learner
Friendly personality
Patient
Reliable, trustworthy, ethical, etc.
Enjoys helping people
Hard working
Looking not just for a job but for a career - in a company that looks to develop and progress staff
INTERNAL & EXTERNAL RELATIONSHIPS
Internal:
Country Operations Manager
Service Desk Manager / Team Leader
Service Desk Team members
Service Delivery Managers
Managed Services Manager
Other Staff and Managers
External:
Clients calling for assistance
Clients through email correspondence in responding to their IT issues
OTHER INFORMATION / REQUIREMENTS
List any other information relevant for the position:
A 'shift' schedule is in operation with all Service Desk Team members participating (after Probationary Review) on a 'round-robin' basis. Shifts hours have a starting time of between 4am to 11am and a finishing time of between 1pm to 7.30pm.
An 'On-call' shift (from home) with the 'on call mobile' may also be necessary around once every 6 weeks (paid as overtime).
PERSONAL DEVELOPMENT PLAN (PDP)
Each Harbour IT staff member is presented with a Personal Development Plan as part of their Performance Review process upon completion of a Probationary period with the company. The PDP is a training and development plan to provide clear career progression within the company.
Cushman & Wakefield

Taguig City, Metro Manila
Permanent
Full-time