Location
Mesa, AZ | United States
Job description
Our client has an exciting opportunity for a ServiceNow Helpdesk Administrator! With their state-of-the-art global manufacturing facilities and on-site applications support, they supply the world's top tier semiconductor manufacturers with a broad array of products and services used throughout the semiconductor manufacturing process. They have revenues of $21 billion, with 310 group companies and over 73,000 employees worldwide.
The Role
The ServiceNow/Helpdesk Administrator, under general supervision of the IT Global Desktop, Apps & Telecom Manager, conducts business process analysis, systems modeling, application systems requirements, design, configuration, testing, implementation, and support of medium to high complexity, medium to high risk, Commercial Off-The-Shelf (COTS) application systems and Software-Asa-Service (SAAS) solutions.
They will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving Level I end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Key responsibilities
- Developing ServiceNow software solutions using JavaScript, Web Services, HTML and CSS
- Work with Service Asset & Configuration Management and Asset Management teams to deliver expanded Discovery functionality
- Managing CMDB health by using Discovery (or equivalent methods) to support Assets and Configuration
- Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, in ServiceNow
- Responsible for application support and operational activities, code migrations, replications, patching, and upgrades
- Creates and maintains process and knowledge documentation for team and users
- Utilize ServiceNow Import Templates for the loading of data
- Data entry from source documents into ServiceNow database
- Data extract from ServiceNow into Import Template format or other formats for reporting
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
Identify and learn appropriate software and hardware used and supported by the organization.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users.
REQUIREMENTS
- High school diploma or GED required
- Requires a basic knowledge of supported server, application, network, security systems, virus protection, and hardware configurations.
- Requires minimum of 6 - 8 years experience in a technical role supporting desktop and/or application servers in an Information Technology environment.
- Desired 6 - 8 years experience in Microsoft Office.
- Desired 6 - 8 years experience using ticket tracking system.
- Familiarity with Agile (Scrum) and Waterfall project management methodologies.
- Experience with technical documentation skills a plus.
- Exceptional written and oral communication skills.
- Self-motivated and high attention to detail.
- This is a safety-sensitive position that requires candidates to successfully pass a post-offer drug screening prior to employment. One of the essential job functions is the ability to work in a constant state of alertness and in a safe manner.
Our client offers a comprehensive benefits and compensation package
Report this job
- Dice Id: 10204218
- Position Id: 8196800
Job tags
Salary
