ENERAL DESCRIPTION OF POSITION
The IT Process Administrator II is responsible for administering, supporting, and continuously improving enterprise service management processes that enable employees and store teams to request and receive services through a single, consistent front door. The position supports Asset Management, Incident Management, Knowledge Management, Request Management, and Change Management, along with the Enterprise Service Portal and Facilities Management processes.
This role works across ServiceNow, facilities management systems, business teams, and service providers to ensure requests, incidents, assets, knowledge, changes, and facilities work orders are properly captured, routed, fulfilled, tracked, and communicated throughout the service lifecycle. The Administrator applies a Stores First and user-centered approach by simplifying how users request assistance, improving visibility into request and work-order status, maintaining reliable asset and knowledge information, and reducing unnecessary handoffs between IT, Facilities, Store Operations, and service providers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Administers and continuously improves assigned IT service management processes, with primary emphasis on Asset Management, Incident Management, Knowledge Management, Request Management, and Change Management. Maintains supporting process documentation, procedures, standards, controls, service levels, roles, and responsibilities.
- Supports the Enterprise Service Portal as the single front door for employees and store teams to access IT, Facilities, and other enterprise services. Partners with service owners and stakeholders to simplify service catalog structure, request forms, intake channels, routing, approvals, fulfillment workflows, notifications, and status visibility.
- Supports Asset Management throughout the asset lifecycle by helping maintain accurate asset records, ownership, location, status, relationships, and data standards. Partners with business and technical teams to improve asset visibility, data quality, accountability, and integration with incident, request, and facilities processes.
- Supports Incident Management to ensure service interruptions and operational issues are properly recorded, categorized, prioritized, assigned, escalated, communicated, and resolved. Assists with coordination of business-impacting incidents and identifies opportunities to improve incident handling and the user experience.
- Supports Knowledge Management governance and continuous improvement. Partners with subject matter experts and service owners to create, review, maintain, retire, and organize knowledge that is accurate, accessible, standardized, and structured to support employee self-service and efficient issue resolution.
- Supports end-to-end Request Management through the Enterprise Service Portal, including catalog design, intake forms, routing, approvals, fulfillment workflows, notifications, service levels, and status visibility. Helps provide a consistent request experience regardless of the team, service provider, or backend system fulfilling the request.
- Supports Change Management governance and execution, including change documentation, scheduling, risk and impact assessment, approvals, communications, reporting, change windows, freeze periods, and Change Advisory Board activities. Helps ensure changes are properly controlled while enabling timely business and technology delivery.
- Supports Facilities Management processes and their integration with the Enterprise Service Portal and ITSM processes, including service request intake, asset identification, prioritization, dispatch, preventive maintenance, escalation, work-order completion, and closure.
- Partners with Maintenance, Store Operations, IT, and service providers to maintain efficient end-to-end facilities workflows. Supports accurate store, facility, asset, equipment, and service-provider information required for effective routing, fulfillment, and performance reporting.
- Coordinates cross-platform processes and handoffs between ServiceNow, facilities management solutions, and other supporting systems. Helps reduce duplicate entry, unnecessary handoffs, manual activities, and unclear ownership across service delivery teams.
- Gathers, analyzes, and documents business requirements for process improvements, portal capabilities, system enhancements, reports, dashboards, workflows, and integrations. Translates operational needs into practical process and technology solutions.
- Supports ServiceNow configuration, maintenance, and troubleshooting for catalog items, workflows, assignment routing, notifications, approvals, reports, dashboards, knowledge, asset records, and related service management functionality.
- Participates in system upgrades, releases, enhancements, testing, and user acceptance testing. Develops and maintains test scenarios and validates end-to-end workflows before production implementation.
- Develops and maintains reports and dashboards for asset data quality, incident volumes and resolution, request fulfillment, knowledge use and effectiveness, change performance, work-order backlog, service levels, preventive maintenance completion, repeat issues, and other operational measures.
- Uses performance data, process compliance results, and user feedback to identify trends, risks, and opportunities for automation, standardization, simplification, and continuous improvement. Communicates findings and recommendations to process owners, leadership, and stakeholders.
- Creates and maintains process maps, standard operating procedures, user guides, quick reference guides, knowledge articles, training materials, and support runbooks. Provides practical training and support to employees, store teams, IT users, facilities teams, and service providers.
- Monitors and resolves work assigned to applicable process administration or support groups. Coordinates issues that cross organizational or system boundaries and helps ensure clear ownership through resolution.
- Provides after-hours support for critical service-management activities or business-impacting events when required and performs any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
- ITIL Foundation certification
- ServiceNow Certified System Administrator or related ServiceNow certification
- Facilities or maintenance management system training or certification
SOFTWARE SKILLS REQUIRED
- Working knowledge of ServiceNow capabilities supporting Asset, Incident, Knowledge, Request, and Change Management, including service catalog, workflows, assignment routing, notifications, approvals, reports, dashboards, and platform support.
- Working knowledge of facilities management solutions, including work-order workflows, preventive maintenance, asset and equipment records, service-provider coordination, reporting, and troubleshooting.
- Ability to support cross-platform workflows and integrations between ServiceNow, facilities management systems, and other enterprise solutions.
- Proficiency with Microsoft Excel, Teams, SharePoint, Word, and PowerPoint for data analysis, process documentation, training, testing, and stakeholder communication.
EDUCATION AND EXPERIENCE
Bachelor's degree in Information Technology, Business, Facilities Management, or a related field, or an equivalent combination of education and relevant professional experience.
Four years of related experience in IT service management, business process administration, enterprise service management, facilities systems or processes, or related technology and process support. Experience supporting enterprise platforms, gathering business requirements, improving operational processes, and working across multiple business functions is preferred.
Experience supporting employees or store teams in a multi-site retail environment, with a demonstrated Stores First approach to simplifying processes, communicating clearly, and resolving service issues, is preferred.