DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI, LLC is seeking a ServiceNow Administrator/Business Analyst to join our Managed Services team. This position is responsible for orchestrating solutions for technology-based challenges, anticipate and foresee future issues, by translating our customer’s IT needs and future goals into a methodical plan. This will include integrating advanced technology and modernizing legacy systems. The ideal candidate will provide mentoring for a set of developers to make sure that best practices are being followed. The candidate will also perform day-to-day administration, configuration and ongoing maintenance of the ServiceNow platform supporting key ITIL processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service and other service modules

The ideal candidate will also be responsible for responding to any business demand engagement for the ServiceNow platform. Serves as a liaison between the customer, both internal and external, and the ServiceNow development team working directly with the stakeholders of the ServiceNow platform providing expert business process analysis and advice to stakeholders.

The position will also maintain the stability and usability of the ServiceNow platform by performing application maintenance, managing support for incidents related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. This candidate should also have experience in business systems analysis and have experience working in a fast-paced environment with a working knowledge of ITIL, Agile and DevOps methodologies.

Duties and Responsibilities:

• Experience with providing architect solutions for customer requirements.
• Experience with ServiceNOW development, including core ITSM tables, CSM, Playbook, Workspaces, scripting, business rules, and client scripts,.
• Perform day to day administration of the ServiceNow system, including making approved changes to process and workflows in ITSM, SecOps or SAM modules.
• Perform ServiceNow implementation tasks including but not limited to: configuration, integration, and testing.
• Facilitate and support development and testing phases
• Designs and prepares technical specifications, project documentation, work flow analysis to meet system and project needs in accordance with ITIL & ServiceNow standards.
• Communicate ServiceNow process, operations and capability information to all levels of management and the business.
• Work with business & IT users to identify and refine business requirements and workflows, as well as determine where ServiceNow can fit into business processes to improve services
• Activate plugins, work with UI & data policies, business rules, access control levels, alerts & notifications, import & update sets.
• Create ServiceNow reports, dashboards & homepages. Utilize Performance Analytics to collect historical data.
• Communicate process changes, enhancements, and modifications - verbally or through written documentation - to management, staff, and other employees so that issues are well understood as they are resolved
• Performs routine maintenance to include performance monitoring, error identification, remediation, instance cloning, new release and platform upgrades and instance clones.
• Develops a solid understanding of customer requirements, applies industry best practices and knowledge of ServiceNow to design an optimal solution that supports the business process that meets functional requirements.
• Interface with the customer representatives to collect and document current client processes.
• Remains current on system tools/methodologies. Participates in in-services and educational programs for professional development. Transfers knowledge to staff and makes recommendations for team/Analyst training programs to manager, in accordance with department budget and strategic plan.
• Assists with the creation of reference documents and guides for end users, as needed.

Education and Years of Experience:  

• Bachelors Degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience, with 2 years in ITIL Process role.

Required and Desired Skills/Certifications: 

• Certified ServiceNow Administrator
• Experience working with Playbooks
• Experience with working in CSM
• Experience gathering and documenting customer requirements and distilling into technical design and testing.
• Extensive experience managing expectations with cross-functional process owners
• Strategic planning and delivery capabilities
• Experience managing Application release management lifecycle and roadmap
• ITIL v3 or v4 foundational knowledge

Additional Requirements:

• Oral & written communication.
• Problem solving / analytical skills, tools and techniques.
• Process engineering and re-design.
• Teamwork and collaboration.
• Adaptability / ability to manage change.
• Problem solving / analytical thinking with a results oriented focus.
• Conflict management.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: No Physical requirement needed for this position.

Location: Remote (preferred local to Cincinnati, OH for hybrid flexibility)

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with several of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

#LI-EK1