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ServiceNow Admin - July 2023

Remote, Düsseldorf
For one of our clients in the energy industry, we are looking for a freelance ServiceNow Administrator


Project description: In 2023, the client will continue its journey on extending and improving the utilization of the ServiceNow platform within the company. This entails the implementation of small projects, enhancements and problem solving in ServiceNow.
Focal point is the improvement of client’s ServiceNow Implementation and Operations within the currently implemented service delivery setup comprising a joint approach between client’s Service Management Tooling team augmented by a MSP delivering the run service. Focus areas for improvements are technical stability and performance, day-to-day operations, small customizations and configuration changes, user management, technical interface approaches, automation opportunities, license utilization optimization, functional exploitation of licensed features, best practices, and potential platform innovation.

Task description:
The scope of services includes the following tasks, which are performed independently:
  • Get an understanding of the as-is approach from the client’s ServiceNow platform team and document observations regarding processes and procedures how ServiceNow is currently operated and maintained.
  • Understand the extent (delta) of customizations of client’s ServiceNow instance in comparison to an out-of-the-box implementation
  • The outcome of the above tasks should be a document describing and summarizing these observations. This document will be reviewed by the client’s ServiceNow platform team in terms of completeness and correctness and signed off.
  • Assess the delta in terms of impact on maintainability and impact on release upgrades based on industry best practices in conjunction with own experience and expertise.
  • Identify suggestions for improving aforementioned areas and facets
  • Review improvement suggestions with client’s ServiceNow platform team and affected process and module stakeholders and prioritize and short-list suggestions for further processing
  • Assess shortlisted improvement suggestions in terms of benefit, effort and impact in more detail and create documents and presentations for decision making on Executive Level. These documents need to be understandable for the non-technical decision-making audience.
  • Contribute to the delivery of agreed improvements within the given framework
  • Report progress on a weekly basis to ServiceNow Platform team
  • The client will provide all necessary information (templates, system and organizational documentation, contact details), access to the required systems (relevant ServiceNow instances) and requirements in advance.
Required Skills:
  • Seasoned ServiceNow System Administrator
  • Proven track record at various placements with different delivery models
  • Strong communicator
  • Good stakeholder management
  • Attention to detail
  • Familiar working in international environment (Germany, UK, Poland, India)
  • Fluent in English, German language beneficial

Project Start: ASAP  
Project duration: 3 months +
Project Workload: 40h/week (fully remote)

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