ServiceNow Advanced Administrator

Company: KinderCare Learning Centers LLC ( Learn More )

General Information
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Job Description

At KinderCare Education, we make it our passion to nurture a sense of discovery, joy, and wonder in every child, every day, at every one of our centers. As the nation’s leading private provider in accredited early childhood education, we’re committed to delivering the highest-quality child care and educational opportunities for families and the dedicated professionals who serve them.


We see the greatness in each child, and we believe teachers can change the world. Every day, our more than 33,000 employees create a world of learning, joy, and adventure for more than 158,000 children. Whether you’re in one of our centers or providing support from our headquarters in Portland, Oregon, being a part of the KinderCare family means that you care deeply about positively impacting the lives of children and families through the power of education.


KinderCare Education has three brands to meet the needs of busy families wherever they need us: 

  • We’re in neighborhoods with our KinderCare Learning Centers that offer early childhood education and care for children 6 weeks to 12 years old
  • We’re at offices with KinderCare Education at Work, our suite of family-focused benefits for organizations to offer to their employees, including on-site and near-site early learning centers, Back-up Care for last-minute child care and Care Select
  • And we’re at schools with our Champions before and after school programs


    Job Summary 


    The ServiceNow Advanced Administrator will be directly responsible for the day-to-day maintenance, administration, support and enhancements to our internal deployment of ServiceNow. We are looking for someone that is willing to learn ServiceNow and become certified.


    Essential Functions 

  • Deliver applications support via creation, customization, configuration and maintenance of UI and workflows on top of the ServiceNow ITSM platform. 
  • Responsible for assisting in the design, delivery, and improvement of applications supporting multiple lines of business with varying/diverse needs as they relate to service management areas including, but not limited to, Problem, Change, Incident, Self Service, Service Catalog, Asset Mgt, Reports, Notifications, and Surveys.
  • Consult with Change Approval Board through proposed RFC process for system upgrades and SOPs
  • Configuration/Customization of the ServiceNow system, including creating workflows
  • Thorough understanding of ITIL/ITSM processes
  • Provide technical leadership for projects through all phases of the ServiceNow Development including UAT and implementation
  • Develop, review, and approves specific ServiceNow Development documentation
  • Strong working knowledge of various ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management
  • Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc. 
  • Consult with IT staff and users on technical issues relating to ServiceNow
  • Compliance with IT standards, policies and procedures
  • Perform administrative duties, including training, system upgrades, and escalating issues to ServiceNow support

    Adaptability Requirements 


    Position requires a high degree of adaptability. Incumbent will be faced with a variety of issues on a day-to-day basis and will be expected to respond to these issues appropriately while dealing with multiple priorities and task assignments.

    Job Requirements

    Experience and Education 

    • Bachelor’s Degree in Computer Science and/or Business Administration or equivalent work experience within the IT Service/Support Industry
    • 5+ years’ experience with an ITIL / ITSM / Service Desk platform such as: ServiceNow, Remedy, Agiloft, Track-It!, Cherwell, JIRA Service Desk, Samanage, Zendesk, etc

    Knowledge, Skills, and Abilities  

    • Deep functional and technical knowledge of an ITSM / Service Desk platform; emphasis on Asset Management, CMDB, Performance Analytics and Change Management modules is a plus.
    • Working knowledge and expertise in most areas of information technology (e.g. JavaScript, database technology, object oriented technology).
    • Experience with IT Service Management, IT Operations Management, Domain (Company) Separation.
    • Minimum of three (3) years supporting the implementation, administration, configuration and development of an ITSM platform.
    • Ability to develop process flow documentation based on input from existing and future customers of request management.
    • Ability to optimize request management business process flows based on existing documentation or information from users.
    • Ability to translate business process flow documentation and configure Service-now to model the process flow with appropriate metrics / measurements.
    • Oral and written communications skills including the ability to communicate technical material clearly and effectively to different audiences.
    • Demonstrated ability to work with business units to propose and implement technology solutions.
    • Demonstrated ability to work with other departments within IT on day to day support activities and present ideas in a user-friendly language.
    • Knowledge and integration experience of LDAP/Active Directory.
    • A basic understanding of the ITIL business process and IT service management as a business discipline. ITIL v3 Certification a plus.
    • Strong interpersonal, written, and oral communication skills.
    • Highly self-motivated and directed.
    • Keen attention to detail.
    • Proven analytical and problem-solving abilities.
    • Strong customer service orientation.
    • Experience working in a team-oriented, collaborative environment.

    KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.