Lead ServiceNow Specialist

- I will demonstrate robust knowledge and troubleshooting abilities in the following areas: email services (including related IP services like DNS and SMTP); enterprise client/server applications; mobile device technologies; anti-virus systems; application deployment platforms such as Citrix and ZENworks; application packaging tools like Snapshot, AdminStudio, and Thinstall; data delivery technologies (including FTP and other interface products), among others. - I will exhibit strong knowledge and troubleshooting capabilities in enterprise server operating systems, server hardware, network storage, network printing, directory services, IP services, enterprise client/server applications, and enterprise backup and recovery systems. - I will provide exceptional customer service, effective communication, and foster positive relationships with customers, colleagues, and vendors. - I will identify and manage intricate problems and issues related to assigned systems. - I will utilize standard and custom procedures to resolve issues within the systems. - I will employ appropriate tools to track and report the status of problems and escalate them in a timely manner. - I will produce and maintain technical documentation related to the assigned systems. - I will document and update telecommunications and networking technical standards and procedures as necessary. - I will ensure data accuracy within network management. - I will create required departmental reports related to projects and problems assigned, including current status and problem documentation summaries within the problem management system. - I will manage complex internal projects, including tasks, deadlines, and reporting. - I will participate in departmental initiatives that promote and deliver outstanding customer service. - I will adhere to established policies, procedures, and standards defined by the department. - I will contribute to the development and documentation of procedures for day-to-day tasks within my areas of support and maintenance, including creating processes for other teams. - I will understand and comply with all security policies and procedures relating to systems, data integrity, and the physical safety and security of the data center. - I will identify and resolve or escalate any issues or violations to management and other relevant groups as needed. - I will maintain a clean, organized, and safe work environment. - I will demonstrate the ability to learn and support new technologies through e-learning, self-study, and peer learning. - I will assist other IM teams by providing second-level support and guidance as needed. - I will participate in after-hours technical support by following a rotating call schedule regularly. - I will perform additional duties as assigned by management or designated representatives.