• Responsible for the administration and support of the organization’s IT systems and infrastructure via the ServiceNow platform • Works within an Agile team, supporting the Product Owner • Gathers user requirements to write stories that effectively and efficiently capture user needs and functionality • Collaborates with stakeholders to understand business needs and provide appropriate solutions • Monitors performance and troubleshoots complex issues • Conducts security and/or other audits and assessments to ensure compliance with organization policies • Provides support to end users and other IT staff by resolving complex hardware, software and system related issues • Maintains detailed documentation of configurations, procedures and changes • Coordinates with other IT teams to ensure coordinated delivery of IT services • Serves as a backup team lead when necessary • Trains users on platform usage