• ServiceNow Administrator

    Job Locations US-GA-Suwanee
    Job ID
    Information Technology

    The IT world is evolving. New technologies. New infrastructures. New and more complex customer needs. Every day feels like a shift. There’s a sense of excitement surrounding the future, but also uncertainty. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center provider. We support next-generation cloud and hybrid colocation solutions. We deliver a fully-integrated platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re innovating to stay ahead of the curve.


    At QTS our people power us to provide expertise, technology and infrastructure for IT decision makers in complex, high-pressure environments. As one of the nation’s largest and fastest growing data center companies we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve a problem, or create a solution to improve lives. 


    We are powered by our people.


    At QTS, we know where IT is going. And we’d like to invite you to join us.


    The ServiceNow Administrator is responsible for assuring the stability and performance of the ServiceNow platform for QTS.  This person is primarily responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions.  This person must be able to prioritize their day-to-day activities given overarching guidance, own issues from start to finish, and practice proactive communication within a collaborative agile team.  This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.

    RESPONSIBILITIES, other duties may be assigned

    • Provide administrative support to the ServiceNow user base.
    • Monitor and optimize the health, usage, and overall compliance of the ServiceNow platform.
    • Identify system deficiencies and divergences from best practice within the production instance.
    • Coordinate & execute platform upgrades & maintenance.
    • Perform upkeep on existing solutions (e.g. business rules, UI policies, client scripts, ACLs, workflows, dashboard & reporting, data imports, service catalog development, etc.)
    • Provide after hours and on-call support, as needed.
    • Advise teams on design, development and overall best practice configuration of ServiceNow.
    • Assist with the design and configuration of new solutions in ServiceNow.



    • Client-Focused – Identifies the common purpose from a wide range of internal and external stakeholders.  
    • Problem Solving – Working with others generates a surplus of ideas that create value for shareholders, customers and employees. 
    • Priority Setting – Correctly justifies which projects to pursue or not.  Builds business cases that enable decision makers to make the appropriate investment of people, time and money to the right set of projects.
    • Results-Oriented – Gets the job done regardless of obstacles that occur. 
    • Personal Learning – Leads cross-functional review sessions that produce high-leverage learnings use to build organizational capability.


    • Bachelor’s degree in Computer Science or other related field; specialized training; or equivalent professional experience.
    • Three or more years of experience leading, developing, and testing ServiceNow solutions.
    • Three or more years of hands-on experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics etc.
    • Working knowledge of the IT Operations Management (ITOM) suite of capabilities, to include MID deployment, Discovery, CMDB, Orchestration, Event Management, Operations Intelligence, Service Mapping, etc.
    • Excellent knowledge of ServiceNow best practices and ongoing knowledge of latest ServiceNow features.
    • Strong understanding of ITSM processes based on ITIL v3.



    • Two or more years of experience working in a data center environment; or other relevant critical process environment.
    • Certified ServiceNow Administrator.
    • Certified ServiceNow Developer.
    • Certified in ITIL v3 Foundation.
    • Background in Java Scripting, XML, HTML, AJAX, CSS, JSON, PERL scripting, REST, and/or SOAP.



    • Exhibit excellent interpersonal skills with all levels of the organization.
    • Use organizational skills to determine prioritization and appropriate multitasking.
    • Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines, and weaknesses.
    • Perform necessary and timely follow-up, escalating appropriately if necessary.
    • Excellent writing skills for generating clear, concise release notes and documentation.
    • Strong analytical capabilities coupled with business acumen needed to proactively solve problems facing the organization.  
    • Ability to work independently, with supervision, on a project of varying complexity.


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