ServiceNow, ITSM Tower Lead

Requisition Number:52747

Location:Charlotte, NC

Corning is one of the world’s leading innovators in materials science. For more than 160 years, Corning has applied its unparalleled expertise in specialty glass, ceramics, and optical physics to develop products that have created new industries and transformed people’s lives.

Corning succeeds through sustained investment in R&D, a unique combination of material and process innovation, and close collaboration with customers to solve tough technology challenges.

The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies. Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes. IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide.

SCOPE/PURPSOE OF POSITION:

Responsible for working with the ServiceNow Service Owner and IT for IT Solution Architect to evaluate, test and implement system changes, resolutions, and new capability across the ServiceNow platform.

ROLES AND RESPONSIBILITIES:

• Evaluate and test system fixes and new capability to determine impact and benefits • Approve configuration requests and changes
• Work with SO to approve user maintenance related activities like user creation and access authorization
• Work across the IT service lines, support groups, business process owners and customers to analyze requirements against current capability
• Evaluate and assess the impact of new ITSM requirements to ensure overall alignment with the platform
• Partner with 3rd party support team to design and implement client scripts, business rules, and workflows
• Coordinate and monitor progress on quarterly patching and annual major release system upgrades
• 创建和米anage instance environment plans for production and sub-production
• Follow up and report on ticket inquiries and identify opportunities for improvement \
• Participate in governance meetings to monitor and measure performance
• Facilitate enhancement requests and defect corrections through formal Change Management processes
• 创建和米aintain system design and operations documentation
• Analyze health monitoring data and reports to ensure system operation meets performance targets
• Work with the Service Owner and Solution Architect to identify and implement automation opportunities
• Develop and test custom reports and dashboards, including key performance indicators

Job Requirements:

• 10+ years of overall IT experience
• 5+ years of first-hand support and/or system administration experience in ServiceNow
• Expertise in ServiceNow IT Service Management with general knowledge of IT Business Management, IT Operations Management, Risk, and Software Asset Management applications
• Experience with Notifications, Service Levels, Performance Analytics and Reporting
• Basic understanding of CMDB, Common Service Data Model and ServiceNow Discovery
• General understanding of ServiceNow integrations, database hierarchies and design
• JavaScript experience
• Working knowledge of creating and configuring forms and screen updates in ServiceNow
• Advanced experience with MS Office suite with focus on Excel Pivot Tables/Charts, SQL Database and PowerBI experience a plus

Education/Certifications:

• ITIL v3/v4 Certification or equivalent practical experience
• Certified ServiceNow System Administrator
• B.S. Computer Science or related IT field or A.S degree with commensurate experience

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.