Title: ServiceNow Administrator
Company: BCBS of MA
Basic Company Info: Blue Cross Blue Shield of Massachusetts (bluecrossma.com) is a community-focused, tax-paying, not–for–profit health plan headquartered in Boston. We're the trusted health plan for more than 25,000 Massachusetts employers and are committed to working with others in a spirit of shared responsibility to make quality health care affordable. Consistent with our corporate promise to always put our 2.8 million members first, we're rated among the nation's best health plans for member satisfaction and quality.
Location: Office location is flexible and could include: 101 Huntington, Boston, 25 Technology Place, Hingham and/or a home office in Massachusetts
Team Size: They person will be ServiceNow evangelist, with two Lead System Admins as backups that are training in ServiceNow currently
Why Open: They were looking for formal configuration management database and got approval to purchase ServiceNow to replace current SCCD system
Duration: 6 month contract to hire
Technical – Implement ServiceNow and Administrate it. Capitalize and solve current business issues with automating processes with ServiceNow, i.e. they’d like to automate employee onboarding process or automate patching
Interview Process: Phone, then onsite or Skype for candidates willing to relocate (no Relocation assistance).
Notes: They will start off working 1 to 2 days in the office and can move to full time remote but they’d like someone to be Boston based. He prefers to see candidates that don’t require
Background: Their Helpdesk is outsourced to IBM. They currently track Server information in a spreadsheet that is stored in SCCD, a tool IBM uses. Within SCCD tool they track tickets which include service requests for new servers, changes – implementing code, patches. Desktop inventory is tracked and loaded monthly. This is a struggle for them and they wanted a formal configuration management database. This project was approved and they selected ServiceNow. This person will help to install and implement it, get the information stored in SCCD into to the tool. 2nd part of project in parallel that needs to be completed by August (in time for open enrollment) is updating ticket modules to use servicenow. Install services in SCCD to ServiceNow in cloud. Get ServiceNow stood up with modules installed and capitalize on automation capabilities. This person will serve as technical Lead for the project, working with Project Manager that has business workflow and then maintain and administer ServiceNow.
Day to Day:
As a ServiceNow System Administrator you will provide expertise for design, implementation, and support of our ServiceNow environment.
More specifically your responsibilities will include:
Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Performance Analytics, etc.
Experience with Discovery implementation, MID server configurations, create schedules for scans and troubleshooting to resolve credentialing issues
Experience with web service integrations using REST, SOAP, etc.
Perform day to day administration of the ServiceNow system, including making approved changes to process and work flows
Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design
Create and configure Business Rules, Client Scripts, UI Policies, UI Actions and ACLs including advanced scripting of each
Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow
Work directly with end users to resolve support issues within ServiceNow
Work with business users to identify and refine business requirements and workflows
Create ServiceNow reports and dashboards
Support the design of ServiceNow integrations and work with ServiceNow, business partners and technical teams for implementation
Facilitate workflow enhancements to the ServiceNow application including automation and/or additional self-service features and functions
Perform operational support including security management, scheduling, error recovery, patching, upgrading, monitoring, change and incident management. Work closely with Architects, Developers, Business Analysts and Project Managers.
Performing root cause analysis and resolution for all ServiceNow issues.
Provide guidance in the development of infrastructure requirements with business, architecture group, and solution teams.
Ensure the seamless integration and synchronization of business applications, security, and infrastructure technologies.
Lead the introduction of new/incoming technology projects into production; Manage integration management systems for system availability, administration, operational processes, vendor management, and best practices across the enterprise.
Production support, design, planning, implementation, functional testing, troubleshooting, and protection of BCBSMA corporate assets. Involves proactive monitoring of equipment and systems to support both existing and new applications.
Education and Experience
College degree in related technical/business or equivalent work experience.
Requires 7-10 years of related ServiceNow Administration experience.
Must be able to analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results
Troubleshooting experience pertaining to forms of integration management, security, and application issues.
Experience with medium to large sized technical projects, with demonstrated oral and written ability to communicate with team members and technical leads, including experienced technical architects.
Must be an approachable team member with a strong desire to improve the operational efficiency of our organizations integration management infrastructure.
Willingness to work beyond core business hours, if necessary to minimize business interruption during planned or unplanned system modifications, including on-call responsibilities.
Possess strong analytical and troubleshooting skills.
Ability to conceptualize, launch and deliver technology projects on time and within budget, following SDLC standards.
Knowledge of sourcing methodologies, operating models and working with professional services firms.
Excellent written and verbal communication skills
Interpersonal/relationship management skills.