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Job Description: Perkins Coie is looking for a dynamic, qualified individual to work as a system administrator and business analyst for the firm-wide service management solution. The position of ServiceNow Platform Architect will work closely with several operational departments and technology owners to ensure the service management solution is configured to meet operational workflows and reporting needs. While administration of the toolset is important, understanding the operational needs of our users is critical to the success of the service program. ESSENTIAL FUNCTIONS These essential functions are primary job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. Administration: Create appropriate workflow, reporting, and configurations in the service management toolset that will meet the needs of business operations. Create, maintain, and follow documented procedures to complete application or system-level changes and upgrades. Administer the environment through user account management, file/directory management, and scheduled job management. Maintenance: Act as a third-tier engineer to monitor, upgrade, and maintain the service management toolset to ensure the latest functionality and maintain stability in the environment. Actively own, and troubleshoot issues related to functionality of the service management toolset. Verify that appropriate, documented backup and disaster recovery procedures are followed. Test & Deployment: Follow and perform tests to ensure appropriate implementation of new changes and upgrades. Create and review test plans to ensure business workflow and reporting meet requirements when implemented. Application Analysis: Assume a liaison role between vendors and end users, translating technical specifications for end users and business requirements for vendors. Work directly with business workflow owners to understand, document, and implement their needs into the service management toolset. Work with the service management vendor to understand the roadmap of improvements, and how the firm's operations can leverage those changes to improve and enhance workflow. End User Support: Provide cross-training for other analysts, business owners, and those who need to utilize the service management toolset. Provide general support to the users of the system, while managing and escalating issues to the service management vendor where appropriate. Documentation: Create and update the appropriate written materials to document design, configuration, maintenance, and troubleshooting procedures. SPECIFIC SKILLS REQUIRED General understanding of applications and business workflow of law firms. Ability to work as a business analyst to gather, understand, and translate user requirements to technical implementation within the service management tools. Working knowledge of networking in a Microsoft Windows environment including client/server and web technologies. Ability to read, understand, and apply technical documentation. Ability to provide input to Tier 3 and produce a summary of the appropriate factors that need to be considered when assessing the viability of new applications or a change to an existing application within the Perkins Coie environment. Working knowledge of Web Technologies (XML, HTML, JavaScript, Web Services, etc.) and of working in a SaaS environment. Ability to ensure tool configuration consistency across development and production environments. Ability to build and maintain effective working relationships with users and peers and work effectively in a team environment. Strong oral and written communication skills. Excellent customer service and negotiation skills. Ability to exercise good judgment in prioritizing multiple tasks and addressing problems under time and resource constraints. Self-starter, strong time management skills, attention to det