If you have talent, initiative, and a desire to join a thriving global company with a wealth of career opportunities, you can make a world of a difference at Donaldson, a leading provider of filtration solutions. Our culture is based on the strong values of integrity, respect, and commitment. Click on this link to learn more about a career at Donaldson: https://youtu.be/9Ez8p0IWBS4?list=PL0EBCCEBBFB532527
Implement new ServiceNow functionality and enhancements
Provide day to day and on-call second tier end-user support (incidents & service requests)
Partner with IT and business to understand processes, enhancements, integrations, issues and improvement opportunities
Perform gap analysis to understand the ServiceNow capabilities and determine required configurations and customizations
Responsible for functional design, system configuration, implementation plans, integration testing, user training and the related documentation. Communicate effectively on the progress.
Support the development team and release work using the Change Management Process
Create reports to troubleshoot, develop metrics, and create ad-hoc reporting as needed.
Execute as project manager on various initiatives, like release upgrades and patching, including but not limited to: planning, scheduling and execution.
Participate in, or lead, cross-functional business and system process improvement teams.
Participate in efforts to evaluate, select and justify third party software, vendors and/or service providers.
Guide and train new team members.
Work with and train users to support them in their day to day usage of ServiceNow to maximize their efficiency and effectiveness
Must be able to influence up (Managers) and exhibit influence with other team members, business users and peers.
Partner with ServiceNow Account Manager & team, and actively use the ServiceNow community forum, to collaborate, share, learn and network in order to gain knowledge, share experience and to secure assistance and solutions for more complex application issues.
Candidates most successful in this role possess:
IT Professional Bachelors Degree
8+ years’ experience with IT Service Management (e.g. Incident Mngt, Problem Mngt, Change Mngt, Knowledge, Service Catalog, Service Level, Asset Mngt). Experience with other IT Operations Mngt and IT Business Mngt is a plus.
Experience with ServiceNow and Certified ServiceNow Admin is a plus
ITIL Foundation certified or familiar with ITIL methodology by experience
Ability to gather business requirements and create/ update functional requirements
Ability to conduct meetings with cross functional team members
Problem solver; Likes technical challenges and proposes alternative customer-oriented solutions
Self-learner; Likes keeping ahead of things and being pro-active
Team player; Likes working in an international team;
Strong written, verbal, and interpersonal communication skills