ServiceNow Administrator

The ServiceNow Administrator plays a central role in the managed services organization as part of the DevOps team, primarily handling user-oriented support activities. The role involves monitoring and handling incidents, performing first-level analysis and troubleshooting, resolving incidents based on provided solution sheets, and coordinating with DevOps Developer teams and interface providers when escalation is required.

The ServiceNow Administrator serves as a single point of contact for end users to raise queries, incidents, and requests through the SHARP ticketing tool. The role also includes knowledge management activities, ticket monitoring, reporting, and participation in a 24/7 shift rotation model.

Key Responsibilities

Incident Management & Support

Monitor and handle SHARP incident tickets and document results based on knowledge transfer sessions.

Perform first analysis of incoming incidents.

Qualify and pre-clarify incidents by understanding user requirements.

Analyze incidents to determine whether they fall within the provider service scope.

Categorize, prioritize, and complete missing information related to incidents.

Route incidents to the responsible resolver group and establish transparency with the DevOps Developer team.

Resolve support and admin-related incidents based on solution sheets provided by the DevOps Developer team.

Explain complex incident resolutions in a user-friendly manner.

Generate and transfer incidents to the next escalation level, including involvement of the DevOps Developer team or interface providers when required.

Create new incidents for responsible service organizations when issues fall outside the SENSE Application Management service scope and reference them to the initial escalation.

Communication & Coordination

Communicate with end users and call openers through written communication and TEAMS calls during analysis and after incident resolution.

Coordinate effectively in a multi-provider environment.

Take lead on high-priority incidents when required.

Ticket Monitoring & Reporting

Monitor tickets, manage escalations, and perform ticket reporting using the standard functionality of the Siemens Healthineers ticketing tool.

Knowledge Management

• Create Knowledge Articles for recurring incidents to improve support efficiency.
• Identify and create End-User Self-help Knowledge Articles for publication in the ITSM Portal.
• Shift & On-call Support
• Participate in a 24/7 shift rotation model.
• Work during weekends as required.
• Be available for on-call duties and overtime outside regular business hours.
  

Required Skills

• Fluent English communication skills, both written and verbal.
• Excellent communication skills in a multi-provider environment.
• Strong analytical and troubleshooting skills.
• Good understanding of ITSM processes, including:
• Incident Management
• Problem Management
• Knowledge Management
• Ability to explain complex solutions in a user-friendly manner.
• Leadership and management soft skills to handle high-priority incidents.
• Scripting experience is an advantage.
  
  

Experience

• Minimum 3+ years of experience working in a ServiceNow ITSM environment.
  
  

Certifications & Training - The following certifications and trainings should be completed prior to onboarding:

• ServiceNow Fundamentals
• ServiceNow Certified System Administrator (CSA) – Preferred
• ITIL Foundation V4 – Preferred