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Responsible for driving improvements to the ITOM and CMDB facets of ServiceNow. This includes maintenance, configuration, and troubleshooting ServiceNow – often the result of Portfolio needs, end-user work requests, service desk requests and incidents, process changes, and regular system upkeep. This resource will be working on day-to-day ServiceNow related ITOM duties, but also have a hand in driving work-related items to CMDB, Discovery and Service Mapping. This role also requires software development experience, along with specific experience as a Software Developer on the ServiceNow platform. This resource participates and contributes to process improvement initiatives by proposing and/or undertaking system configuration changes that support the overall improvement initiative. Helps end users understand system processes and usage rules, as well as, enforcing those processes and rules. Supports the ServiceNow team in communications maintenance windows and outages to impacted end users. Establishes and documents system support procedures, including level-1 service desk procedures. Adheres to established SLAs when responding to service desk requests and incidents tickets and identifies the root cause of system problems. Proficient in the understanding of the systems' back-end processes and underlying data, such that he/she can provide insight during improvement initiatives, as well as effective troubleshooting when problems arise.
Configures the system to support the ServiceNow needs, user requests, process changes, and improvement initiatives
Develop and administer enterprise wide onboarding training, recurring refresher training
Perform in-depth analysis in current state setup, workflows and business capabilities with the goal of enhancing the usage of ServiceNow to match scaled agile framework setup from Request in-take, planning and strategies capability
Manages end user requests (e.g. system access requests, reports, research requests, job scheduling, etc.) and provides data analysis and queries to support IT and other business initiatives
Provides guidance and enforces system processes and usage rules
Performs regular system maintenance by supporting timely upgrades, communications, process updates
Communicates system changes, maintenance windows, and outages to impacted end users
Supports large project initiatives in the role of the system’s Subject Matter Expert. Proposes solutions related to the supported systems as well as, identifies risks related to proposed system changes
May be asked to support one or multiple projects or project functions, as bandwidth allows
Engages in online, classroom, and/or self-training to continue developing system expertise
Designing, developing, configuring, testing, deploying and supporting solutions for ServiceNow platform
Creating technical documentation, including design, security, accreditation documentation
Software Integration experience utilizing Web Based API
Create and execute complex data migration strategies
Working with business users to understand requirements and translate them to technical specifications
Performing root cause analysis and remediation for integration, systems reporting, and data issues.
Collaborating with other administrators to develop solutions and changes
Performs other duties as assigned
Bachelor's degree in Computer Science, Computer Information Systems, Informatics or Engineering, other majors to be considered on an individual basis
Five (5) years or more - System administration of ServiceNow platform, supporting all functions, integrations and modules, such as ITOM, Finance, HR and other ServiceNow modules as part of the Ryder ServiceNow roadmap.
Three (3) years or more - Experience in process improvement – whether in a business or technical environment
Five (5) years or more - Experience in software development
Three (3) years or more - Experience in Software development on the ServiceNow platform
Seven (7) years or more - Experience working in an IT environment and having been exposed to various IT-related responsibilities and terminology
Skills and Abilities
Ability to analyze and solve problems
Ability to read and/or listen and understand information and ideas communicated
Develops and delivers effective presentations Present information and ideas to others clearly and understandably
Ability to effectively facilitate meetings, work sessions, and training
Aptitude to learn a new business and systems
Strong verbal and written communication skills
Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
Ability to work independently and as a member of a team
Flexibility to operate and self-driven to excel in a fast-paced environment
Capable of multi-tasking, highly organized, with excellent time management skills
Detailed oriented with excellent follow-up practices
Skills in ServiceNow administration such as Service Mapping, Discovery, CSDM, ITOM, Service Catalog, Integrations, Scripting, Workflow
Technically savvy with ability to quickly learn new systems and effectively assume administrator responsibilities
SQL scripting or similar scripting capabilities (fundamental skills at minimum)
System analysis capabilities (including data analysis) and process improvement capabilities (business and/or technical)
PowerShell, Windows Administration, Event Management, Incident Management
Ryder business knowledge / practices / processes
Applicants from Colorado & Connecticut:
Salary is determined based on internal equity; internal salary ranges; market
data/ranges; applicant’s skills; prior relevant experience; certain degrees or
The salary for this position ranges from $70K – $105K
Ryder offers comprehensive health and welfare benefits, to include medical,
prescription, dental, vision, life insurance and disability insurance options, as well as
paid time off for vacation, illness, bereavement, family and parental leave, and a tax advantaged 401(k) retirement savings plan
Job Category: Systems Administration
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.