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ITSM ServiceNow Administrator

Date: Apr 17, 2019

Location: Neuilly-sur-Seine, FR

Company: XPO Logistics

The System Administrator provides all levels of administration and management services to support a highly reliable and secure IT Service Management (ITSM) tool (“ServiceNow”) utilized by XPO.

This will include the design, implementation, and ongoing improvement of a portfolio of ITSM processes for continuous tracking, reporting, and trending. Duties and responsibilities will be any combination of server support as it relates to ServiceNow tool administration and assist in technical support for business environments across Europe. The ServiceNow tool is available 24x7 to all XPO teams and Service Desk personnel.

The position will work closely with peers in other regions to establish and adopt best practices in line with XPO IT and business requirements. The position may therefore require ad-hoc travel within and outside Europe.

What you’ll do on a typical day:

  • Responsible for design, development, implementation, and maintenance of the ITSM tool ServiceNow to ensure that users leveraging the tool are being supported to meet their needs
    • Responsible for leading the administration and ongoing support of the ITSM ServiceNow tool to support ITSM processes
    • Responsible for the design, development and implementation of the end user Service Portal within the ServiceNow Content Management System
    • Collaborate with IT support teams to implement and manage workgroups assigned in the ITSM tool and resources contained within those teams
    • Responsible for the integrations of ITSM processes and workflow into the ServiceNow tool
    • Responsible for ensuring that the ITSM tool support processes are efficient, effective, compliant, and results are measurable and sustainable
    • Responsible for ensuring technology and product knowledge is current so that the most up to date information is delivered to XPO, and that the ServiceNow tool remains at a newer supported version (N-1)
  • Oversees the performance and execution of multiple ITSM processes within ServiceNow
    • Integration and capture of Incident, Problem, Change, Configuration (CMDB), Service Catalogue / Request Management and Customer Service Management modules, and monitor how IT support teams are leveraging the information to fulfil their workloads
    • Determines underlying causes of IT service management process problems that contribute to missed performance targets and integrates information from a wide variety of sources to arrive at optimal solution
    • Collaborate and negotiate with other team members and resources while ensuring that the tool workflow and escalation process are met and continuously improved
    • Responsible for case exchange and multiple tool data sharing via LDAP, API or similar tool
  • Vendor collaboration
    • Responsible for managing relationships with the ServiceNow vendor (and other vendors utilizing the ITSM tool) by ensuring vendor agreements are complete, current, and stored in the appropriate location; reviewing vendor performance levels and ensuring service level agreements are met
    • Responsible for overseeing the progress of ongoing ITSM tool projects that integrate into ServiceNow or will be decommissioned
    • Analyse new technologies and present options, recommendations, ROI and project planning implementation phases to XPO management

The most important challenge that this role faces is to link the work of process improvement to value creation for the enterprise. This requires influencing others without direct authority while driving the adoption of the process and toolset (in a complex organization) that enables the consistent delivery of high quality, cost-effective IT services that provide value to XPO’s business.

What you need to succeed at XPO:

  • 5+ years working within the ITIL process framework
  • 5+ years of experience planning, designing, implementing or supporting ITSM processes
  • 5+ years of experience in information technology, specifically leading the implementation or support of processes and administration of ServiceNow
  • 3+ years of leading large scale project implementation
  • 3+ years creating and managing ITSM tools, metric capture, and SLA reporting
  • Demonstrated experience working cross-functionally, implementing large-scale processes, managing multiple complex projects simultaneously with aggressive schedules, resource planning and allocation, project scheduling, contingency planning, risk and issue management
  • Experience with Web Technologies including JavaScript, HTML, XML and Web Services
  • Experience with designing and deploying web based end user self-service portals
  • Experience with ServiceNow forms, fields, view, lists, UI policy and actions, client and server scripts
  • Experience with integrating ServiceNow with other tools (case exchange of ticket data), monitoring, alerting and federated sources of CI data
  • Bachelor’s Degree in Computer Science or Information Systems (or equivalent experience)
  • ITIL v3 Foundations certificate required
  • ITIL Expert certification desirable
  • Certified ServiceNow Systems Administrator
  • Certified ServiceNow Application Developer

At a minimum, we expect you to be:

  • Two or more of the following certifications:  ITIL certificate, ISO20000, COBIT, Six Sigma, Project Management
  • Experience performing continual improvement of processes and services
  • Experience successfully implementing processes leveraging the ITSM framework
  • Experience performing continual improvement of processes and services
  • Experience developing and delivering process training
  • Strong Knowledge/familiarity with common IT quality practices
  • Process Engineering
    • The application of a systematic, disciplined approach to the analysis, design, development, assessment, implementation, test and maintenance of processes
  • Being Organizationally Savvy
    • The ability to manoeuvre well to accomplish work within own function and with strategic business partners. This includes the ability to build and grow a network of partnerships, develop an understanding of formal and informal decision-making processes, and leverage knowledge of functional and cross-functional operations to accomplish work objectives
  • Self-motivated
  • Team-oriented
  • Establishes and maintains effective, collaborative work relationships

Be part of something big.

 

 

XPO Logistics, Inc. (NYSE: XPO) is a top ten global logistics provider of cutting-edge supply chain solutions to the most successful companies in the world. The company operates as a highly integrated network of people, technology and physical assets in 32 countries, with 1,529 locations and more than 98,000 employees. XPO uses its network to help more than 50,000 customers manage their goods most efficiently throughout their supply chains. XPO's corporate headquarters is in Greenwich, Conn., USA, and its European headquarters is in Lyon, France. europe.xpo.com

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