Job Description

The CSSD Business Tech Solutions (Customer Support & Services Delivery - Business Technology Solutions) Team is a strategic enabler of the CSSD Transformation through operational excellence, portfolio optimization, digital transformation & growth enablement. As Senior ServiceNow Platform administrator, you will be dedicated to maintaining, optimizing, and elevating platform efficiency for our HP Services ITSM ServiceNow platform.


In this role, you will be tasked with overseeing configurations, workflows, and integrations. Continuously evaluating emerging ServiceNow features, proposing and implementing enhancements aligned with organizational goals. Fostering collaboration with external vendors in providing "best in class" services.

Responsibilities:

• Develop and maintain ServiceNow platform agile sprint schedule including platform upgrade. Align with business and developers on schedule.
• Collaborate with developers, business analysts and capability lead on release management activities.
• Lead weekly Change Control board for sprint releases and off cycle move-to-production requests.
• Responsible for developing and maintaining platform governance with stakeholder community.
• Administer, configure, and maintain the ServiceNow platform across Technology Provider Service Management (TPSM) and Strategic Portfolio Management (SPM) applications, including out of the box functionality.
• Perform enhancements, upgrades, and maintenance on ServiceNow platform, as necessary.
• Ensure security of ServiceNow platform while enforcing compliance with regulations and internal HP policies.
• Design and create dashboards and reports to support business operations.
• Import, export, and manage data within a ServiceNow full development stack, ensuring data integrity and security across all environments.
• Accountable for platform user access management and governance.
• Responsible for forecasting license usage and allocation to meet business demand.
• Maintain HP intellectual property via knowledge management and support documentation.
• Align with support teams to resolved incidents and service requests promptly.

Knowledge and Skills:

• Advanced experience implementing ServiceNow solutions including ITSM, TPSM, SPM and license management.
• Working knowledge of ServiceNow Performance Analytics to drive improvements to platform performance and operations.
• Successful execution of ServiceNow new module installation, upgrades, and enhancements.
• Demonstrated success leading and deploying enterprise scale business process, software development, business intelligence or data modeling projects.
• Proven ability to independently lead and collaborate with large cross functional teams to ensure proper integration & project execution.
• Ability to think out of the box and apply agile methodology is key.
• Demonstrated knowledge, execution, and successful solution delivery through structured project methodologies.
• Ability to effectively consult and communicate at multiple organizations levels, including individual contributors, managers, and executives.
• Experience with business process analysis, process definition and design.
• Demonstrated ability to adapt to change and help drive change through project teams and operational organizations.
• Extensive knowledge of Excel, PowerPoint, data management applications, project management tools and other relevant technology (such as, MS Access, Power BI, Tableau, JIRA, etc.)
• Strong analytical skills and the ability to move forward with incomplete information.
• Excellent written and oral communication and presentation skills; mastery in English.
• Excellent team, project management, multi-tasking, and prioritization skills, including project structuring.

Education and Experience Required:

• First-level university degree; advanced university degree preferred.
• ServiceNow System Administrator certification preferred.
• ServiceNow Implementation Specialist certification preferred.
• Typically, 10+ years of applicable experience.