ServiceNow Administrator

FUJIFILM Electronic Materials, U.S.A., Inc., is a global leader in chemical solutions which enable the semiconductor industry and the digital universe. We have an exciting opportunity at our Mesa, Arizona facility for a ServiceNow/Helpdesk Administrator!

With state-of-the-art manufacturing facilities in the U.S., Europe, Taiwan, China, Korea and Japan, local sales offices throughout the world and on-site applications support, FUJIFILM Electronic Materials supplies the world's top tier semiconductor manufacturers with a broad array of products and services used throughout the semiconductor manufacturing process.

The Role

The ServiceNow/Helpdesk Administrator, under general supervision of the IT Global Desktop, Apps & Telecom Manager, conducts business process analysis, systems modeling, application systems requirements, design, configuration, testing, implementation, and support of medium to high complexity, medium to high risk, Commercial Off-The-Shelf (COTS) application systems and Software-As-a-Service (SAAS) solutions.

They will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving Level I end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Key responsibilities for this role include:

• Developing ServiceNow software solutions using JavaScript, Web Services, HTML and CSS

• Work with Service Asset & Configuration Management and Asset Management teams to deliver expanded Discovery functionality

• Managing CMDB health by using Discovery (or equivalent methods) to support Assets and Configuration

• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, in ServiceNow

• Responsible for application support and operational activities, code migrations, replications, patching, and upgrades

• Creates and maintains process and knowledge documentation for team and users

• Utilize ServiceNow Import Templates for the loading of data

• Data entry from source documents into ServiceNow database

• Data extract from ServiceNow into Import Template format or other formats for reporting

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Build rapport and elicit problem details from help desk customers.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Apply diagnostic utilities to aid in troubleshooting.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Develop help sheets and frequently asked questions lists for end users.

REQUIREMENTS

• High school diploma or GED required

• Requires a basic knowledge of supported server, application, network, security systems, virus protection, and hardware configurations.

• Requires minimum of 6 - 8 years’ experience in a technical role supporting desktop and/or application servers in an Information Technology environment.

• Desired 6 - 8 years’ experience in Microsoft Office.

• Desired 6 - 8 years’ experience using ticket tracking system.

• Familiarity with Agile (Scrum) and Waterfall project management methodologies.

• Experience with technical documentation skills a plus.

• Exceptional written and oral communication skills.

• Self-motivated and high attention to detail.

• This is a safety-sensitive position that requires candidates to successfully pass a post-offer drug screening prior to employment. One of the essential job functions is the ability to work in a constant state of alertness and in a safe manner.

MENTAL & EMOTIONAL REQUIREMENTS

• Resilience - Adapting well in the face of workplace stressors, the ability to work effectively and efficiently in high stress and conflict situations, the ability to remain poised under all circumstances, the ability to maintain regular attendance and be punctual. 

• Communication - The ability to successfully and professionally express and exchange ideas and meanings with all levels of employees in the organization, the ability to interact appropriately with a variety of individuals including customers/clients, the ability to work as an integral part of a team, ability to interact effectively with people in a positive manner that engenders confidence and trust.

• Reasoning and decision-making - The ability to understand, remember and follow verbal and written instructions, the ability to reason logically and make sound decisions.

• Comprehension - The ability to complete tasks without direct supervision, the ability to simultaneously address multiple complete problems.

• Organizational skills - Ability to multitask without loss of efficiency or accuracy, the ability to work and sustain attention with distractions and interruptions, the ability to perform in situations requiring speed, deadlines or productivity quotas.