Job DescriptionJob Description:
Perkins Coie is looking for a dynamic, qualified individual to work as a system administrator and business analyst for the firm-wide service management solution. The position of ServiceNow Platform Architect will work closely with several operational departments and technology owners to ensure the service management solution is configured to meet operational workflows and reporting needs. While administration of the toolset is important, understanding the operational needs of our users is critical to the success of the service program.
ESSENTIAL FUNCTIONS
These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation.
Administration: Create appropriate workflow, reporting, and configurations in the service management toolset that will meet the needs of business operations. Create, maintain, and follow documented procedures to complete application or system-level changes and upgrades. Administer the environment through user account management, file/directory management, and scheduled job management.
Maintenance: Act as a third-tier engineer to monitor, upgrade, and maintain the service management toolset to ensure the latest functionality and maintain stability in the environment. Actively own, and troubleshoot issues related to functionality of the service management toolset. Verify that appropriate, documented backup and disaster recovery procedures are followed.
Test & Deployment: Follow and perform tests to ensure appropriate implementation of new changes and upgrades. Create and review test plans to ensure business workflow and reporting meet requirements when implemented.
Application Analysis: Assume a liaison role between vendors and end users, translating technical specifications for end users and business requirements for vendors. Work directly with business workflow owners to understand, document, and implement their needs into the service management toolset. Work with the service management vendor to understand the roadmap of improvements, and how the firm's operations can leverage those changes to improve and enhance workflow.
End User Support: Provide cross-training for other analysts, business owners, and those who need to utilize the service management toolset. Provide general support to the users of the system, while managing and escalating issues to the service management vendor where appropriate.
Documentation: Create and update the appropriate written materials to document design, configuration, maintenance, and troubleshooting procedures.
SPECIFIC SKILLS REQUIRED
General understanding of applications and business workflow of law firms.
Ability to work as a business analyst to gather, understand, and translate user requirements to technical implementation within the service management tools.
Working knowledge of networking in a Microsoft Windows environment including client/server and web technologies. Ability to read, understand, and apply technical documentation. Ability to provide input to Tier 3 and produce a summary of the appropriate factors that need to be considered when assessing the viability of new applications or a change to an existing application within the Perkins Coie environment.
Working knowledge of Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and of working in a SaaS environment.
Ability to ensure tool configuration consistency across development and production environments.
Ability to build and maintain effective working relationships with users and peers and work effectively in a team environment.
Strong oral and written communication skills.
Excellent customer service and negotiation skills.
Ability to exercise good judgment in prioritizing multiple tasks and addressing problems under time and resource constraints.
Self-starter, strong time management skills, attention to detail, and a commitment to quality.
SPECIFIC SKILLS PREFERRED
ServiceNow administration experience.
Experience administering an ITSM tool.
Experience with ITSM dashboard design.
Experience with data analysis and reporting.
Understanding of Asset Management Lifecycle Workflows and Service Management Integration.
ITIL Framework Experience.
EDUCATION AND EXPERIENCE
Qualified candidates will have two to three years of related Applications Support/Administration or Analysis experience, as well as one plus years' experience (or similar) in ITSM/ITIL process analysis and improvement. Candidate having a bachelor's degree in engineering or computer science is beneficial.
At Perkins Coie, we look for self-motivated individuals, dedicated to providing value and superior service and who have a high degree of integrity and enthusiasm for their work. We have created a company culture based on collaboration, devotion to serving our clients, and mutual respect. Perkins Coie is committed to advancing both within the firm and throughout our collective communities. Work with one of the and receive great health insurance, tuition reimbursement, and paid sabbaticals.
This position is eligible for an annual discretionary bonus, 401(k) plan, medical, dental, and vision insurance, accrued paid time off plan starting at 20 days annually, personal medical and parental leave, up to ten paid Holidays, and family care benefits. More information regarding benefits and programs may be found.
This position may be filled in the following location(s). The compensation depends on qualifications and experience.
Colorado compensation range: $100,140 to $157,650 annually
Los Angeles compensation range: $116,620 to $183,600 annually
San Diego compensation range: $115,140 to $181,270 annually
Washington State compensation range: $105,630 to $116,300 annually
Perkins Coie LLP is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, genetic information, protected veterans, marital status, sexual orientation, gender identity, disability status or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities and termination.