ServiceNow - Administrator

Job description

We are Eversheds Sutherland, a global law firm, with more than 5,000 people across over 30 countries. We’re full-service with deep niche and sector experience. Whatever challenge, wherever in the world, we’re equipped and ready to meet it. We live our values, we’re purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We’re ambitious for our clients, our communities – and for you. Whether you’re starting out on your career or well established, whether you’re a lawyer or in business services. If you’re looking for what’s next, we are too. What to expect For business professionals, our environment is highly collaborative with value being placed on diversity of ideas, skills and mindsets. Not least yours. It’s energetic, fast-moving and there’s always something new to get involved in. You will get exposure across geographies and the firm as a whole. The future is a place of opportunity. Focusing on your success and for what’s next, will ensure you thrive too. Overview Eversheds Sutherland is looking for a ServiceNow Administrator to work on its ServiceNow instance, supporting both Business as Usual (BAU) and project initiatives. The ServiceNow Administrator will initially support the rollout of the firm’s ServiceNow instance, followed by responsibility for the day-to-day administration, configuration and ongoing maintenance of the ServiceNow platform. Key responsibilities Administer and maintain multiple ServiceNow modules, including user/group management, data integrity and access controls. Configure and customise ServiceNow modules including Incident, Problem, Change, Request, CMDB, Knowledge and Service Catalogue. Monitor system performance and troubleshoot issues, escalating to ServiceNow support or implementation partners as needed. Support integration efforts with third-party systems and tools. Maintain documentation for configurations, workflows and procedures. Resolve incidents and fulfil routine service requests. Coordinate upgrades and changes to the ServiceNow instance. Guide business users with ServiceNow processes. Work with ServiceNow support team to resolve issues. Configure and schedule business reports. Configure and manage system notifications and alerts. Manage CMDB health. Support the production and maintenance of training materials for general user communications. Skills & experience Essential: Knowledge of ServiceNow modules such as ITSM, ITOM, HRSD, FSO, WSD and LSD. Knowledge of ServiceNow best practices. Troubleshooting skills. Expertise in ServiceNow configuration, administration and usage. Strong analytical and problem-solving skills. Understanding of ITIL principles. Desirable: Experience of working within a legal firm or the legal sector. ServiceNow certifications (e.g. Certified System Administrator, Certified Implementation Specialist). ITIL Foundation Personal attributes: Excellent interpersonal and communication skills. Enthusiasm to learn new skills. Confident when interacting with stakeholders at all levels, both internally and externally. Excellent written and verbal communication skills, with a keen eye for detail. Solution-oriented. Practical, resilient, and resourceful, with the ability to quickly adapt to changing situations. Able to work independently, prioritise tasks and multitask effectively. Consistently maintains a positive attitude and a proactive approach. What’s in it for you? At Eversheds Sutherland, we provide benefits focused on looking after you: your development, your performance, your financial future and your health, as well as providing the opportunity to make a contribution to the world. We’re fair, transparent and equitable We share in the success of the firm, reward alignment to our values, going above and beyond and your individual performance We support flexible ways of working through our remote working policy and commitment to flexible, agile and hybrid ways of working We support your health and performance through our dental, healthcare and wellness support We support everything you are and all you bring through our powerful commitment to diversity and inclusion We provide a platform for your career, whatever your ambitions through our structured professional and personal training, mentoring and development programs We provide experience and opportunity through international and cross-function exposure We provide an opportunity to give back through our pro bono work and community engagement We help you plan ahead through retirement planning, insurance and assurance Diversity & Inclusion At Eversheds Sutherland, “Inclusive” is a core business value. We bring together different skillsets, global mindsets and approaches. We foster diversity of thought and the freedom to put ideas into action. We have an inherent respect for the individual. We have a strong belief in collaboration and teamwork. Sharing ideas, asking questions, solving challenges and meeting our clients’ goals: together. We want all our people to thrive at work and reach their full potential and we work hard to continue to build a diverse and inclusive culture, monitor and report on our progress and impact, and develop our approach. This is reflected in our policies, systems and processes, and in our work with diversity membership organisations. Many of our people work flexibly in some way and we are open to considering how we can accommodate flexible working arrangements alongside role requirements. If this is important to you, please talk to us about it during the recruitment process. We want you to perform at your best during our recruitment process. If there is any adjustment or support you need, please contact us so we can discuss how we can best assist you. For you, For your success. And what's next. #LI-NA1