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Senior Systems Administrator, ServiceNow

Date: Apr 23, 2019

Location: Charlotte, NC, US, 28277

Company: XPO Logistics

Logistics done differently.

At XPO Logistics, we’re out to transform transportation logistics through technology, and our multimillion-dollar commitment to IT underscores its importance to our vision. As the Senior Systems Administrator, you will provide all levels of administration and management services to support a highly-reliable and secure IT Service Management (ITSM) tool (ServiceNow) that is utilized to log and track technology support activity. You will also be responsible for the design, implementation and ongoing improvement of a portfolio of ITSM processes for continuous tracking, reporting and trending. Your experience and knowledge will help fuel productivity and increase efficiencies, ensuring a bright future for yourself and XPO.


Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and the opportunity to participate in a company incentive plan.


What you’ll do on a typical day:

  • Manage the design, development, implementation and maintenance of ServiceNow to ensure that users are being supported in meeting their business needs
  • Lead the administration and ongoing support of the ServiceNow tool to support ITSM processes
  • Design, develop and implement the service portal within the ServiceNow Content Management System
  • Oversee the performance and execution of multiple ITSM processes within ServiceNow
  • Analyze the integration and capture of the Incident, Problem, Change configuration (CMDB) and Service Catalog/Request Management modules within ServiceNow; monitor support teams and assess how they are leveraging the information to fulfill their workload
  • Manage 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
  • Review vendor performance levels and ensure service level agreements are met

What you need to succeed at XPO:

At a minimum, you’ll need:

  • Bachelor’s degree in Computer Science, Information Systems or related field
  • ITIL v3 Foundations certificate
  • 5 years of experience in information technology, specifically leading the implementation or support of the processes and administration of ServiceNow
  • 5 years of experience leading large-scale project implementation
  • Demonstrated experience working cross-functionally, implementing large-scale processes, managing multiple complex projects simultaneously with aggressive schedules, planning and allocating resources, scheduling projects, planning for contingencies, and managing risks and issues
  • Experience designing and deploying web-based end user self-service portals
  • Knowledge of and experience with web technologies, including JavaScript, HTML, XML and Web Services
  • Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts
  • Experience with integrating ServiceNow with other tools (case exchange of ticket data); experience with monitoring, alerting and federated sources of CI data

It’d be great if you also have:

  • Any of the following certifications: ITIL, ITIL Expert, ISO20000, COBIT, Six Sigma, Project Management Professional
  • Experience successfully implementing processes leveraging the ITSM framework
  • Experience performing continuous improvement initiatives for processes and services
  • Strong knowledge and familiarity with common IT quality practices

Be part of something big.


XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Disney, Pepsi, L'Oréal, Toyota and many others. We’re the fastest-growing transportation company on the Fortune 500 list and we’re just getting started.


We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Nearest Major Market: Charlotte