Geneva (ServiceNow) Admin and Set Up

Location- Stamford, CT (3-4 days onsite)

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Scope:

1. Vendor System Admin:
2. Installation & Setup: Deployment and configuration 
3. System Upgrades – Execute software upgrades, apply patches to maintain production stability
4. Ongoing Support – Monitor system performance, Provide technical assistance , and coordinate with vendors for advanced troubleshooting
5. Security & Access Management – Implement and manage user roles, permissions, and security protocols 
6. Performance Monitoring & Optimization – Continuously evaluate Vendor’s performance and optimize configurations for better efficiency
7. Data Backup & Recovery – Establish and maintain backup strategies to ensure data integrity and swift recovery in case of failures.
8. Documentation & Knowledge Sharing – Maintain comprehensive documentation of system configurations, changes, and troubleshooting procedures.
9. Vendor Technical Relationship:
10. Vendor Contact Mapping: Maintain a directory of key vendor technical and support contacts, including roles, responsibilities, and availability.
11. Escalation Framework: Understand and document the vendor's escalation matrix, including SLAs, escalation timeframes, and contact paths for issue resolution.
12. SLA Monitoring: Regularly review vendor performance against agreed Service Level Agreements (SLAs) and report on compliance or deviations.
13. Change Coordination: Coordinate planned changes (patches, upgrades, configuration changes) with vendor teams to ensure alignment with internal change management processes.
14. Incident Postmortem Reviews: Participate in root cause analysis and post-incident reviews with the vendor to prevent recurrence and improve support efficiency.
15. Roadmap Awareness: Stay informed about the vendor's product roadmap, planned deprecations, and upcoming features to prepare internal systems accordingly.
16. Level 1 Enterprise Application Support:
17. Broker File Monitoring: Monitoring and working with Brokers on File delays
18. Operating System Basic monitoring: Space, CPU, Memory utilization
19. Database Basic Monitoring: Space, Query delays, Indexes, Reorg
20. Job & Process Monitoring: Monitor scheduled application jobs and batch processes, identify failures or delays.
21. User Access Requests: Handle basic application user access requests, permission changes, and related inquiries per defined procedures.

In general, below are the required skills, but for now Geneva experience will be of great value:

• Terraform Scripting – Experience with Infrastructure as Code (IaC) to automate deployments
• Linux Administration – Strong knowledge of Linux-based environments
• AWS Knowledge – Proficiency in managing cloud-based infrastructure
• SQL Server – Experience in database administration and query optimization
• Windows Install/Config & Maintenance – Hands-on experience in Windows system administration
• Security Updates & Backups – Ability to implement security patches and backup solution

In general, below are the required skills, but for now Geneva experience will be of great value:

• Terraform Scripting – Experience with Infrastructure as Code (IaC) to automate deployments
• Linux Administration – Strong knowledge of Linux-based environments
• AWS Knowledge – Proficiency in managing cloud-based infrastructure
• SQL Server – Experience in database administration and query optimization
• Windows Install/Config & Maintenance – Hands-on experience in Windows system administration
• Security Updates & Backups – Ability to implement security patches and backup solution