Apply Now

Job Description:

Job Summary:
The Service Now Administrator will support multiple internal, back office, applications with a primary focus on NetSuite, Salesforce.com, and Service Now. This individual will be primarily responsible for the day to day administration, end-user support, and performing all administrative tasks related to supporting these systems. The Application Administrator is a key member of the IT team involved in improving business processes and supporting initiatives to continuously improve, integrate, and consolidate systems company-wide.

Role& Responsibilities:
• Maintenance and day to day administration of NetSuite, Salesforce.com, and ServiceNow
• Monitoring end-user usage of systems, tracking performance, performing daily administrative and support tasks, and maintaining and dating system documentation.
• System adoption and satisfaction, including training to users on the applications relevant to their jobs; provide support to users and maintain proper system access; and support end-user technical requests.
• Monitor the health of the applications’ processes and adjust processes as needed.
• Assist with creating saved searches, reports, and dashboards for all team functions at both management and user level
• Testing changes in sandbox account and deploying changes to production account
• Creating, modifying and removing user access and roles
• Development and implementation of policies, procedures, and guidelines to ensure the quality of data and perform regular data audits; resolve data integrity issues.
• Identify and drive process and system improvements for application usage
• Build customized solutions in applications and associated systems that support business requirements and processes
• Designing and building custom solutions using custom objects, custom fields, custom forms, and workflows
• Provide front line and advanced end-user technical support in accurately troubleshooting or researching applications to ensure problems are resolved quickly without significant interruption to service
• Primary point of escalation to Application Support
• Technical and system administration, including data integration with multiple systems
• Assist in the implementation, testing, and maintenance of integrations between applications and other internal and external applications
• Handle application monitoring, tuning, problem resolution, implementation, configuration, upgrades, and patches
• Ensure application license and service agreements related to assigned applications are acquired, executed, and renewed as necessary
• Document and update processes and procedures for supporting applications
• Maintain accurate and appropriate change control records
• Plan, prioritize, estimate, manage, and deliver projects and work efforts on time
• Recommend modifications to applications, business processes, and technology to improve business operations
• Support initiatives to continuously improve, integrate, and consolidate systems company-wide

Required Qualifications& Experience:
• NetSuite, Salesforce, Service Now administration experience and certification preferred
• Detailed understanding of common industry-standard business practices as related to Accounting (Accounts Receivable, Accounts Payable, General Ledger, Invoicing); Sales Force Management (Opportunity, Proposal, Sales Orders, Forecasting, Territory Management, and Quotas); Inventory Management (Purchasing and Fulfilment); and Support (Case Management), Project Management
• Exposure to other Billing, Accounting, SalesForce Management and Marketing business practices such as Payroll, Expense Tracking, Multi-currency and Commissions, Returns, Team Selling, Net or Ecommerce, Shopping carts and Website Layout
• Experience with software in a‘Software as a Service’ (SaaS) environment is a definite advantage, as is experienced with financial accounting, billing, customer management, and sales force automation software
• Previous project management experience would be advantageous
• Four-year college degree in a relevant discipline (MIS, IT business/computer science)
• Two to five years’ experience with relational databases, SQL, data integration and analysis
• Project management, system implementation, and system integration experience
• Strong analytical and problem-solving skills; ability to work creatively in problem-solving environment
• Ability to balance technical skills with business savvy– ability to transform end-user needs into technical and functional requirements
• Excellent customer service skills; ability to form relationships both externally and internally
• Excellent written and verbal communication skills