TTEC is seeking a ServiceNow Senior Administrator to join our IT team based at our Northwest office location in Austin. We’re a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

What you’ll be doing: 

As a ServiceNow Senior Administrator you will be a key member of the Technology and Innovation Group at Ttec.  You will help drive, deliver and support our premier solutions and service offerings around complex, enterprise-level hardware and software platforms.  In this role you will perform administrative duties in multiple Fed Ramp ServiceNow solutions, including troubleshooting as well as development work as required. 

Required Knowledge:

• Implements and supports full life-cycle integrations

• Incident Management

• Problem Management

• Change Management

• Request Fulfillment/ Service Catalog/ Service Request

• Knowledge Management

• Configuration Management/CMDB

• Software Asset Management

• Demand Management

• Service Level Management

• Service Reporting

• Release Management

You will be responsible for:

• Maintain and support ServiceNow operational functions

• Work with a diverse customer base of internal and external clients to develop processes and solutions that increase and enhance productivity

• Use scripting tools & ServiceNow functionality to create scripts and automate tasks

• Develop with an understanding of implication of performance, security and best practices for coding and code structure

• Perform technical validation and testing to ensure requirements are satisfied with sample data

• Recommend improvements or changes to technical and functional designs where appropriate

• Load, manipulate and maintain data between ServiceNow and other systems; perform scheduled cloning operations

• Perform regular data audits and resolve identified issues

• Repair and recover from hardware or software failures; coordinate and communicate with impacted user groups

• Escalate to vendor for defect and incident resolution as required 

What skills and experience you will bring:

• 2-5 years of experience as a ServiceNow administrator

• Strong verbal and written skills

• Strong analytical and problem solving skills

• The ability to work well with people from many different disciplines with varying degrees of technical experience.

• The ability to adapt to a dynamic, rapidly changing business and technical environment.

• An experienced professional who possesses a comprehensive knowledge of IT Service Management best practices and procedures, along with project and people management experience

• System/Process Automation (Orchestration) experience

• Experience with ServiceNow Integrations with third party applications

• Understanding of ITIL processes and how they are implemented in Service Now

• Experience with working or developing in one or more of the following: JavaScript, CSS, AJAX, HTML or HTML 5

• ServiceNow Certified Application Developer is a plus

• ServiceNow Certified System Administrator is a plus

• ITIL certification is a plus

• Ability to pass federal background checks such as Public Trust and others required by federal 

Who We Are:

TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

What We Offer: 

• A fun, challenging and rewarding work environment

• Performance equity, variable incentive bonus plan, 401K company match

• Professional development and tuition reimbursement

• Paid time off and leave of absence programs

• Rich wellness program and activities along with wellness incentives

• Above & beyond employee recognition programs