Music is Universal
It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.
We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email UniversalMusicCareers@umusic.com.
Job Summary:
We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation, and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audio-visual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute, and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
The ServiceNow Administrator reports into the Sr. Director, Service Engineering & collaborates with the existing ServiceNow team, UMG IT Service Owners, ServiceNow Architect, Analysts, and external vendors to deploy, manage and administer UMG’s ServiceNow instances by effectively overseeing the configuration, development, upgrades, enhancements, and compliance with best practices of various ServiceNow modules.
This position will be responsible for the ongoing health, performance and optimization of UMG’s ServiceNow platform and implement protocols, policies and procedures to manage and maintain the platform to ensure optimal performance, alignment with business requirements, and a seamless user experience.
Job Functions:
Platform Administration: Configure, customize, and maintain the ServiceNow platform, which includes managing user roles, permissions, access controls, workflows, and forms. Monitor system stability and performance metrics to prevent service degradation or interruption.
Module Expertise: Support and maintain key ServiceNow modules e.g., ITSM, ITOM, HRSD, CSM, SecOps, ITAM and other custom applications based on the company’s need.
ServiceNow Updates: Plan and execute platform upgrades, patches, and new releases to ensure compatibility and performance, including sandbox testing and deployment. Conduct regular system health checks and performance tuning.
Incident and Request Management: Ensure timely and effective resolution of ServiceNow-related incidents, service requests, and escalations. Provide technical support and troubleshooting for ServiceNow-related issues.
Data Integrity and Reporting: Ensure data accuracy within the platform and create reports and dashboards to facilitate informed business decision-making.
User Support and Training: Provide user support, troubleshooting, and training to promote effective adoption and adherence to best practices.
Integration Management: Collaborate with IT/business teams to manage integrations between ServiceNow and other enterprise tools and systems.
Documentation: Maintain clear and up-to-date documentation of configurations, workflows, system changes, knowledge articles and other docs.
Service Improvements: Identify system deficiencies and recommend solutions for continual service improvement. Maintain ServiceNow industry best practices. Stay current with ServiceNow updates and new features. Understanding ServiceNow compliance and security best practices as well as supporting audits and compliance initiatives.
Identify and implement process improvements to enhance efficiency and effectiveness.
Ensure compliance with relevant policies, standards, and regulations, assist with internal/external audit and regulatory compliance activities related to ServiceNow.
Job Requirements:
Skills/Abilities:
Proficiency in customizing and configuring ServiceNow modules.
Experience with testing and remediation of defects during ServiceNow platform upgrades.
ServiceNow Experience should include basic scripting knowledge in ServiceNow, tool configuration, design work, technical configuration, and deployment.
Familiarity with Agile methodologies.
Excellent problem-solving and analytical skills.
Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.
Excellent verbal and written communication skills, with the ability to collaborate effectively with diverse stakeholders.
Ability to learn and adapt to new technologies applicable to the ServiceNow platform.
Ability to collaborate with senior-level management.
Experience:
6+ years of experience in ServiceNow with 4+ years of experience as a ServiceNow Administrator.
Experience with governance of ServiceNow in medium-large enterprises.
Experience with integrating ServiceNow with external services.
Experience building automations within ServiceNow.
Understanding of common audit, compliance, and regulatory standards.
Basic knowledge of common IT platforms and technologies (i.e. Windows, Linux, Virtualization, Networking, Telecom, leading Business Applications).
Experience working with databases (MySQL, Oracle, SQL Server, etc.).
Experience integrating internal and external (SaaS based) systems / applications like Zoom, Box, OKTA, Active Directory, Workday is a plus.
Education:
A bachelor’s degree (or equivalent work experience) in Management Information Systems, Computer Science, or related science and math discipline with a Technology emphasis.
Mandatory - ServiceNow CSA certified.
Just So You Know…
The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.