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Sr. ServiceNow Administrator

Sr. ServiceNow Administrator

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Information Technology

More information about this job

Company Overview

Who Mattersight is:


The rubber hits the road when someone picks up the phone to talk to a company. It happens over 250 million times a day. With over 60 percent of people dumping brands because of bad customer service, that phone call can make or break a business.


Enter Mattersight – the only company that uses personality analysis and big data analytics to improve every customer call, increase customer satisfaction and lower costs for Fortune 500 enterprises. Our patented technology mines a private database of over 1 billion customer service calls to quickly pair customers with call center agents they will naturally, effortlessly click with. Awkward and annoying becomes satisfying and enjoyable. Frustrated becomes enthusiastic.


Mattersight helps companies make positive conversations with their customers the rule, not the exception by fostering emotional connections that turn complainers into fans.

Responsibilities & Qualifications

What you’ll do:


Mattersight is looking for a ServiceNow Administrator to join our rapidly expanding Service Operations team within Mattersight’s Service Delivery group.


Individuals in the ServiceNow Administrator position are responsible for, but not limited to, the following tasks:

  • Provide ServiceNow platform support and configuration of the licensed portfolio
  • Define, at an architectural level of detail, technical solutions aligned with business problems
  • Communicate complex technical solutions to internal resources
  • Maintain expert knowledge on the ServiceNow platform, technical services and utilities
  • Provide mentoring and training to peers and other colleagues in the organization.
  • Staying current on ServiceNow developments/releases
  • Provide Remote and On Site Support to Internal employees via Phone, Walkup, and Email channels
  • Provides after hours and on-call support as needed
  • Adhere to and support standards, policies, and procedures set forth and configured within the ServiceNow platform
  • Perform other duties as assigned


What you definitely have:


The ideal candidate for this position will have 2-5 years of relevant work experience, preferably in a fast paced & challenging environment. Additional requirements include (continued on pg 2):

  • 2-5 years of ServiceNow CSM, ITSM, CMDB, Discovery, and/or GRC delivery and support experience
  • Understanding of some or all of the following areas of ServiceNOW – Workflow Editing, Report Generation, Performance Analytics, Business Services, Instance Cloning, Update Sets, Glide Records and System, CMS, Orchestrator / MID Server
  • Strong aptitude for picking up new technologies through self-education
  • Demonstrated ability to troubleshoot technical issues.
  • Experience with enterprise architecture domains
  • Exceptional communication and presentation skills to include technical and business concepts.
  • Ability to both configure and demonstrate solutions in the ServiceNow platform
  • Experience with integration design of enterprise software applications
  • Ability to multi-tasking and accept change both in tasks and schedule
  • Ability to clearly articulate messages to a variety of audiences
  • Business analysis and requirements gathering abilities
  • Ability to learn technology quickly through instruction and self-training
  • Must be a team player and able to work collaboratively with and through others
  • Familiarity with project management approaches, tools and phases of the project lifecycle
  • Excellent time management skills.
  • Familiarity with Root Cause Analysis

What we'd also love to see:

  • Experience with enterprise software application support
  • Understanding of most or all of the following technologies –HTML, CSS, API (SOAP or REST), PowerShell, JSON, XML
  • Ability to read, understand and debug JavaScript
  • Working knowledge of all the components in a web applications stack.
    • Server, network, and hosting environment.
    • Relational and nonrelational databases.
    • Interactions between two systems across the internet.
    • User interface and user experience.
    • Security concerns throughout the platform.
  • ITIL Foundational Certification
  • Customer service attitude, focused on delivering value to clients and team
  • Highly motivated individual with a sense of urgency and ownership
  • Bachelor’s degree in Computer Science or equivalent

Strong Knowledge of the Following Technologies:

  • Microsoft Windows 7/8.1/10 and Server 2008/2012 operating systems
  • Microsoft Active Directory, LDAP and SSO technologies
  • Microsoft Office / Sharepoint / Lync 2010/2013
  • Version Control and SDLC methodology
  • Preferred experience in a professional services environment is ideal

Frankly put, Big Data is exploding. That explosion is presenting all kinds of interesting avenues for our business, which is allowing our teams to grow professionally, technically and personally. This is exciting technology in an exciting space, and we want YOU to come join us on this adventure.  If you want to grow and contribute in ways you didn’t expect, contact us today and see what matters.

Other Facts

Other Facts


What we’re like


Mattersight values diversity, curiosity and collaboration. Employees from all experience levels and backgrounds are intermingled and encouraged to learn about each other’s projects. Our offices foster teamwork as well as self-motivation, with a healthy dose of fun thrown in.


Where you’ll be


Mattersight seeks candidates authorized to work in the United States.  The Sr. ServiceNow Administrator role will be based out of either Mattersight’s Chicago, IL, Edina, MN OR Austin, TX locations.  Candidates should anticipate little to no travel.


What you’ll make


Mattersight believes that a successful, thriving company starts with happy, satisfied employees. We are prepared to offer a highly competitive benefits and compensation package for the ideal candidate.


What else?


Any questions regarding the position should be communicated to Lindsey Becker, Recruiter, 


For more information about Mattersight, visit Mattersight is committed to equal opportunity and affirmative action in all employment matters: Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, ancestry, marital or domestic partner status, national origin, disability or medical condition, pregnancy, veteran or military status, sexual orientation, gender identity, or on account of membership or affiliation with anyone in any of the foregoing categories, or any other protected category under federal, state or local law. Although particular legal provisions may differ in various locations in which we do business, our principles are the same worldwide.