• Job Description

  Req#: 82210
  !*!
  A Career at Rheem: Where Comfort Is Your Calling
  At Rheem, we’re dedicated to bringing comfort to people’s lives. And, as a leading global manufacturer of heating, cooling, and water heating equipment, we’re innovating all-new ways to deliver just the right temperature while saving energy, water and supporting a more sustainable future. It’s an exciting challenge that requires a team of talented, passionate people with a diverse set of skills. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact people’s lives—every day.
  We are on a mission to expand our portfolio and solutions to drive channel and customer loyalty while also supporting global efforts such as decarbonization and sustainability. Using the power of our innovative products, our goal is to create value for our customers and take a leadership role in the market.
  We are transforming the way we do business by changing how we think – learn more about joining our team!
  The ServiceNow Platform Administrator / Developer is responsible for Rheem’s ServiceNow platform including its overall governance, health, security, and currency; providing foundational data support to platform end-users; recommending and implementing new application products, workflows, and add-ons; as well as supporting key integration services.
  This position will serve our Enterprise IT Infrastructure Division, located in Atlanta.
  WHAT YOU’LL DO
  This role is part of a team responsible for driving Rheem’s Digital direction as follows:
  • Implements a strategy to drive adoption of IT Service Management and operational best practices relevant to on-prem and cloud computing services.
  • Promotes and champions the transformation of the IT organization encompassing ITSM, ITOM, and ITAM capabilities.
  • Establishes a customer self-service and automation mindset throughout IT.
  • Fosters a culture of continuous service delivery optimization and improvement.
  • Implements a strategy and roadmap for organizational excellence in the application of ITSM services, procedures, and tools.
  • Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to bring value to the company.
  Core Responsibilities
  ServiceNow Platform Governance
  • Develops, maintains, and publishes documentation related to policy and procedures of ITSM related to ServiceNow.
  • Develops and maintains technical and user documentation for the ServiceNow platform in a consistent and structured manner.
  • Maintains the stability and usability of the ServiceNow platform across production and non-production environments. Schedules regular clones to keep parity between instances.
  • Coordinates with ServiceNow Support for activities such as activating plugins, administering upgrades / patches, and creating support tickets.
  • Manages Rheem user access within the ServiceNow Support Portal.
  • Confirms the technical design and integration requirements with various systems to support processes that require data exchange.
  • Create, maintain, and enhance Web Services and API connections to external systems such as Tanium and Rapid7.
  • Helps design service management roadmaps following agreed architectures, design standards, and methodology.
  • Identifies and evaluates ServiceNow new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally.
  • Engages with key stakeholders to drive continuous service improvement and ongoing process maturity through regular reviews of processes and tools leveraging trend and Pareto analysis.
  • Assists OCM in training of core platform capabilities and features (ex: reports, filtering, favorites, etc.).
  ServiceNow Platform Health
  • Develops ServiceNow Platform performance measures and report metrics and KPI’s to IT Leadership.
  • Monitors and analyzes the ServiceNow architecture for potential enhancements or improvements.
  • Oversees and ensures that ServiceNow platform Service Level Agreements (SLA’s) and supporting Operating Level Agreements (OLA’s) are published and met.
  • Develops ServiceNow platform self-auditing and compliance capabilities.
  ServiceNow Platform Security
  • Collaborates with Cyber Security to ensure that the ServiceNow platform is hardened and secure.
  • Develops and manages SailPoint and MS Azure Active Directory ServiceNow integrations, managing instance security including User/Group access.
  • Manages ServiceNow user security: User/Group access, SSO, MFA.
  • Protects resources in the platform with business rules, policies, and ACL’s.
  • Ensures users have proper access, pursuing the principle of least privilege (PoLP).
  • Audits ServiceNow platform security logs.
  • Ensures the ServiceNow platform meets all regulatory audit compliance control standards (i.e., NIST controls)
  ServiceNow Platform Currency
  • Drives ServiceNow platform upgrade / patch planning and execution, promoting and testing through non-production instances and into production.
  • Participates in the evaluation and research of third-party software and conducts feasibility studies to determine appropriate solutions for integrations into ServiceNow.
  • Maintains a working knowledge of new trends within ServiceNow and new integrations or advancements that will improve the ServiceNow instance.
  • Identifies and learns emerging technologies by participating in formal training when possible and by independent self-teaching and tutorials.
  ServiceNow Service Design and Implementation
  • Creates, maintains, and enhances Incident / Change / Problem / Request / Knowledge Management, Service Catalog, and the Self-Service Portal.
  • Builds, designs, and implements new modules or functionalities for all ServiceNow instances.
  • Works directly with the Key stakeholders and end-users to understand business needs and implement service solutions.
  • Creates, maintains, and enhances team Dashboards and Reports.
  • Develops and maintains Forms, Reports, Views, Workflows, Groups, and Roles.
  • Provides support for multiple teams looking to embed their workflows into ServiceNow.
  • Facilitates code reviews, supports business processes, and participates in problem analysis and consultation.
  • Creates and configures Notifications, UI pages, UI Macros, Script Includes, and formatters.
  !*!
  WHAT YOU’LL NEED
  · An innovative solution-first spirit and an ability to think creatively.
  · Bachelor's degree in Computer Science or related field.
  · 7+ years demonstrated experience in ITSM.
  · 7+ years of overall IT and business / industry work experience.
  · ServiceNow System Administrator certification.
  · ServiceNow Developer certification.
  · ITIL Foundations in Service Management certification.
  · Mastery level knowledge of the ServiceNow platform including administration and development capabilities often aiding in reviewing the work of other professionals.
  · Reviews, verifies, and improves own ideas against industry best practices.
  · Strong analysis, design and programming skills - acts independently to uncover and resolve highly technical issues.
  · Strong experience with object-oriented/scripting languages and full stack development including ServiceNow’s User Interface, workflows, dashboards / reports, and backend integrations (SOAP / REST API coding).
  · Strong experience with relational and non-relational database management systems - SQL coding.
  · A proven successful track record delivering on large, complex assignments.
  · Working knowledge of ServiceNow’s Common Service Data Model (CSDM).
  · Involved in formulating recommendations on difficult or complex problems and issues.
  · Responsible for incorporating improvements to guidelines and processes.
  · Develops and progresses ideas and creative solutions to existing problems
  · Operates with initiative and latitude for actions or decisions and works independently with minimal supervision required.
  · Utilizes extensive experience to independently develop approaches and inventive solutions to optimally meet Service Management objectives.
  · Handles stressful situations and deadline pressures well.
  · Motivated, goal oriented, persistent, and skilled at negotiation with and influencing stakeholders within and outside of the job family regarding policies, procedures and practices.
  · Ability to work across diverse organizations and build effective relationships / partnerships.
  · A passion for customer service.
  · Able to work with cross-functional teams (e.g., product managers, engineers, business teams) and external subject matter experts
  · Passionate about building and owning innovative, customer facing services/products.
  · Great presentation and communication skills
  · Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
  Rheem is an Equal Opportunity Employer
  Notice to Third Party Recruitment Agencies:
  Please note that Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.
  In the event a recruiter or agency submits a resume or candidate without an agreement, Rheem and its subsidiaries shall explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of Rheem.
  #LI-AT1
  
  Rheem Atlanta Office (GA) (1)
  1100 Abernathy Road NE
  Suite 1700
  Atlanta, 30328
  
  

• About the company

  Rheem Manufacturing Company is an American privately held manufacturer that produces residential and commercial water heaters and boilers, as well as heating, ventilating and air conditioning equipment.

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