Servicenow Administrator

**About the Organisation**

JELD-WEN (NYSE: JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Within the Australasia region, JELD- WEN has over 70+ facilities and employs over 4,500 staff.

JELD-WEN is the name behind iconic Australian brands Stegbar, Regency, Corinthian, Aneeta, Trend, A&L and Breezway. Our vision is to inspire our customers through leading brands, great service, innovative new products and solutions leveraging the full JELD-WEN portfolio, while significantly enhancing our ease of doing business built on operational excellence.

**About the Opportunity**

We currently have an exciting opportunity for an experienced ServiceNow Administrator to join our broader IT team. In this newly-created role you will be responsible for the design, configuration, implementation and maintenance of the ServiceNow platform within Australasia. While we already use ServiceNow, it is currently being administered in the USA so this role will involve an initial period of Knowledge transfer, UAT and hyper care before taking full ownership of SNOW.

Your broader responsibilities will include:

- Customize and configure the ServiceNow platform to meet the specific needs of the organization. This involves creating and modifying workflows, forms, reports, and other elements.
- Provide support to end-users, including troubleshooting issues, answering questions, and providing guidance on using the platform effectively. Conduct training sessions to educate users on best practices and new features.
- Establish and maintain security protocols to protect sensitive data within the ServiceNow platform. This includes managing user roles, permissions, and access controls.
- Monitor the performance of the ServiceNow platform and implement optimizations to enhance its efficiency and responsiveness.
- Create and maintain reports and dashboards to provide insights into the usage and performance of the platform. This helps in making informed decisions and identifying areas for improvement.
- Keep detailed documentation of configurations, processes, and workflows. This ensures that knowledge is shared effectively and can be referenced by other team members.
- Work closely with other IT teams, departments, and stakeholders to understand their needs and ensure that ServiceNow aligns with organizational goals and objectives.

More specific duties and responsibilities will include:

- Maintaining instance performance with regular checkups.
- Deploy update sets from non-prod environments.
- Setting up notifications and alerts.
- Work closely with Project Managers and business stakeholders and implement ITIL best practices.
- Maintain Service Catalog and Service Level Management.
- Manage Access Control Lists and scripts like server scripts and client scripts.
- Manage CMDB records and health.
- Develop and manage standard load template to import updated data.
- Resolve basic incident and fulfill routine service requests.

**About You**

We are seeking an experienced ServiceNow Administrator to join our dedicated team to help optimise and continuously improve our ServiceNow usage and processes. Along with your previous ServiceNow implementation and administration experience, you will possess excellent testing, planning, project management and communication skills.

You will also bring:

- Troubleshooting skills.
- Knowledge of ITIL best practices.
- Knowledge of ServiceNow delivery best practices.
- Expertise in ServiceNow configuration, administration, and usage.
- Minimum 2-3 years’ of ServiceNow administration experience.
- Experience in ServiceNow ITSM processes and workflows.
- Hands-on development, management, and deployment experience with ServiceNow.
- Ability to troubleshoot system issues, investigate and recommend permanent solution and workarounds.
- Experience with Javascript, HTML, XML, and web services REST API, SOAP.
- ITIL Foundation (essential)
- ServiceNow - Certified System Administrator (strongly preferred)
- ServiceNow - Certified Implementation Specialist ITSM (CIS - ITSM) (highly regarded but not essential)

**About the Benefits**

This is an excellent opportunity to join a committed and supportive team and to progress your career in an organisation which is respected as an industry leader.
- Competitive annual salary
- Flexible working hours with hybrid working arrangements (2 days per week WFH)
- Support with on-going professional development
- Additional paid day’s leave on your birthday
- EAP (Employee Assistance Program)
- Generous discounts on our extensive range of products
- Onsite parking and kitchen facilities.

**Your Next Step**

Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested by the Talent Acquisition Team.

LI-DNI