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Systems Administrator - ServiceNow


Akron, OH, US, 44320

Job Function:  Information Technology
Employee Type:  Reg Full Time (FT)
Requisition ID:  40524



FirstEnergy at a Glance


We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.


FirstEnergy (NYSE: FE) is dedicated to safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,500 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of 3,780 megawatts.


About the Opportunity


This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp.  [SC00]


This position can be located at any FirstEnergy Service Co. location.

The ability to work remotely within the United States may be available based on business need.


This position will drive and participate in the production support and enhancement lifecycle of FirstEnergy’s on-premise ServiceNow ITSM system (referred to as ITNow). Primary focus is application configuration, administration, testing, and support of our ITNow system and the various interfaces with other systems. Assignments would cover aspects including but not limited to running and facilitating annual system upgrades, creating and modifying catalog items, creating and modifying workflows, creating and modifying system interfaces, creating assignment groups, and troubleshooting issues that span the entire ITNow footprint.


Responsibilities Include:

  • Production support:  Supporting the various business processes and users that rely on ITNow’s data and workflow.
    • Investigating and resolving problems reported via Help Desk or directly with customers, including some off-hours support;
    • Providing analytical and operational support to the business clients.
  • Platform Administration:  Administering and/or configuring ServiceNow ITSM to function per business requirements.
    • Troubleshooting ServiceNow system issues and responding to customer inquiries;
    • Running and facilitating annual system upgrades.
  • Taking enhancement requests through their entire lifecycle.
    • Working directly with business units and process owners to collect requirements, develop quality functional specifications and/or business process maps, perform analysis, and recommend best technical approach (with estimates);
    • Configuring solutions;
    • Creating and executing comprehensive unit and integration test plans;
    • Developing detailed implementation plans and providing clear documentation for completed products;
    • Understanding system interface design and data flows to support complex inbound and outbound interfaces.
  • Adhering to all IT SOX or CIP controls and procedures for data and application changes.
  • When necessary, handling project management responsibilities – e.g. project charter creation, developing and executing work plans, aligning with applicable release schedules, monitoring progress, tracking of project labor and budget spend, and communicating with stakeholders.


An employee hired at the IV level will be expected to perform all the above responsibilities with more proficiency, and in a more independent manner.  Further, the Level IV employee will be assigned additional responsibilities related to those listed above.


Qualifications at the Level III include:

  • Bachelor's Degree in Computer Science, Computer/Management Information Systems, or a related degree along with 3 to 5 years of related experience required. In lieu of a degree, 5 - 7 years of related experience required.
    • Related experience includes: Service Now, Administration, Configuration, Integrations
  • Minimum of 3 years of experience supporting ServiceNow, including the following activities:
    • Administering and/or configuring ServiceNow ITSM to function per business requirements,
    • Troubleshooting ServiceNow system issues and responding to customer inquiries,
    • Documenting business requirements and following them through the systems lifecycle process,
    • ITIL experience;
    • Preferred experience would also include:
      • ServiceNow workflow editor,
      • Development of integrations, including custom API’s, REST, & SOAP,
      • ServiceNow JavaScript,
      • Creation of UI actions, UI policies, script includes, and business rules;
  • Proven ability to troubleshoot and solve non-routine problems in a production support environment with little or no guidance;
  • Proven ability to identify and implement process improvements;
  • Experience working in an on-premise platform environment, addressing concerns with servers, databases, and operating system updates and patches preferred;
  • Experience as a power user of IT Service Management systems; ServiceNow preferred;
  • Experience reading and writing against a database management system (Oracle or equivalent) using tools like QlikView, TOAD Data Point, or Microsoft Access preferred;
  • Must be skilled in both oral and written communications in order to contribute to meetings and capture requirements as well as create documentation, specifications, procedures and process flows;
  • Excellent analytical skills and ability to think creatively;
  • Willingness to undertake assignments involving unfamiliar subjects;
  • Aptitude to learn quickly;
  • Proven team player, contributes to team goals, encourages and supports team members in a virtual work setting;
  • Highly motivated with ability to work independently with a high level of productivity.
  • Ability to effectively prioritize and plan activities, work on multiple concurrent tasks, and meet deadlines;
  • Ability and willingness to work flexible hours, and be available for call-in and afterhours support if needed;
  • Fully proficient in Microsoft Office 365 suite;
  • Understanding of IT application development standards and processes;
  • Participation in at least 1 significant IT software implementation project or upgrade preferred.


Qualifications at the Level IV include all of the above plus 5+ years of experience with a related degree required. In lieu of a degree, 7+ years of experience required.

  • In-depth knowledge of relevant work experience
  • Minimum of 5 years of ServiceNow support experience required;
  • Experience managing Configuration Items, Assets, change models and ITIL processes;
  • Participation in multiple significant IT software implementation projects or upgrades.


Preferred Qualifications:

  • Experience supporting CMDB
  • On-premise ServiceNow systems
  • Linux skills




Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.


Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.

Position Classification


FirstEnergy Human Resources Team

Nearest Major Market: Akron
Nearest Secondary Market: Cleveland

Job Segment: System Administrator, Database, Oracle, Implementation Manager, Computer Science, Technology