ServiceNow Administrator - North Texas Tollway Authority : Job Details

Summary: The ServiceNow Administrator shares the responsibility of managing the IT service catalog, together with the ServiceNow Platform Owner. The ServiceNow Administrator develops and maintains the IT Service Catalog, including service descriptions, service matrices, operating procedures, and metrics, application service owners, dependencies, and asset relationships. The position identifies ITSM/ITIL and process-related organizational changes and provides recommendations to the IT leadership team. The ServiceNow Administrator works with the ServiceNow Architect and CMDB Data Manager and reports to the Manager, ServiceNow. ***Pay Range: $70,556 - $92,850 - $120,705******Retention Bonus: $1500*** Responsibilities:

• Oversee the functional and business process portion of ServiceNow for NTTA.
• Act as a trusted advisor, providing expert guidance on ServiceNow capabilities, customization options, and best practices.
• Coordinate and take the lead role for the technical/functional development and support of the assigned ServiceNow requests, projects, and tasks.
• Ensure a mutual understanding of the request and the proposed approach/response between both the NTTA and the business user before beginning work on a request.
• Coordinate and execute all development aspects, including reports, integrations, interfaces, conversion programs, database design and creation, and enhancements.
• Document requirements, or user stories in detail, as determined by the NTTA.
• Document the progress and other details relating to the work being performed within the appropriate NTTA's systems of record, such as ServiceNow RITMs, tasks, etc.
• Perform technical functions that are within the scope of this position. These include, but are not limited to, configuring, coding, testing, writing automated test scripts, data loads, and scripting, system log review, license consumption, user access & user maintenance.
• Perform and/or coordinate the Unit, System Integration, User Acceptance, and other testing as specified by the NTTA.
• Research and resolve system defects, lead root cause analysis, and drive permanent resolution.
• Performs access reviews, conducts compliance activities, and serves as a delegate for administrative processes.
• Captures and translates business requirements into complex infrastructure and/or system design for specific implementations and collaborates with technology stakeholders; documents and demonstrates changes as needed.
• Supports change implementations, proactively identifies and resolves potential issues resulting from the changes and performs access and/or physical provisioning or deprovisioning (additions, modifications, and deletions) for infrastructure and applications.
• Provides full lifecycle management of the infrastructure and application environments.
• Provide focus on ease of use for the customers, users, and management.
• Review, advise, and approve changes and designs to ensure NTTA's needs are met and follows the standards and policies.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.

Qualifications: Minimum:

• A bachelor's degree in any field or an equivalent combination of education and experience.
• 5+ Years experience in delivering ServiceNow services with at least 2+ years of ServiceNow development with 1 year experience working with ServiceNow's GenAI model Now Assist.
• At least two prior support and enhancement projects as a functional or technical lead.
• Experience working with and giving presentations to senior leadership and stakeholders.

Preferred:

• Bachelor's degree in business management or information systems.
• Knowledge of ITIL / ITSM practices and methodologies.
• Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist - any path with 2-3 years of experience working in a Business Analyst capacity.
• Strong analytical, technical and problem-solving skills.
• Excellent leadership and project management abilities.
• Exceptional communication and interpersonal skills.
• Strong understanding of ITIL, ITSM, ITOM, ITAM, and business processes.

** Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship. **About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us. Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protecting our bondholders, and partner to meet our region's growing need for transportation infrastructure. How To Apply Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit. If you have questions about the application process, please access our Frequently Asked Questions At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs. Refer your Family and Friends to apply at NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.