IT Service Mgmt Platform Administrator 3

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Date: Apr 1, 2024

Location: San Antonio, TX, US, 78205

Company: CPS Energy

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

Position Summary

This role is responsible for supporting the business process and system requirements, design, configuration, implementation, system administration, and support for EIT Operations teams. Primary responsibility will be as system administrator for the IT Service Management (ITSM) tool. Duties of this role are to design, develop, build, and customize applications and provide support responsibilities to end-users of the system. Additionally, report writing will be required based on project needs.


Grade: 14
Qualifications may warrant placement in a different job level.
Deadline to apply: Open until filled

Tasks and Responsibilities

  • Manage the day-to-day operations of support and maintenance of all ServiceNow instances.
  • Manage roles in the ServiceNow platform to control access to various areas of the platform.
  • Manage platform security through users access and roles at all levels based on user needs, create groups, and assign specific individuals to groups through roles.
  • Collaborate with the ServiceNow team to create resources for requests and tasks through workflows.
  • Create and develop a variety of training plans for end-users.
  • Create and maintain process and knowledge documentation for team and users.
  • Provide configuration assistance to developers.
  • Modify the platform to meet the needs of the organization.
  • Monitor, diagnose, and remediate the health, performance, and utilization of the platform, integrations, and automation processes.
  • Manage the data hygiene of the platform through import, export, archived, and management of the tables in the database.
  • Create and customize user interface policies, actions, scripts, pages, and business rules.
  • Lead and manage application upgrades, loading, and data maintenance.
  • Respond to user inquiries (phone calls, in person, or by e-mail) pertaining to Service Management software.  
  • Attend project meetings, work with project teams to provide input on capabilities and timelines and requirements for implementation.
  • Develop reports and dashboards not already provided by the platform for users and other stakeholders.

Minimum Skills

Minimum Knowledge and Abilities

Relevant work experience at an advanced level managing the ServiceNow platform.
Proficient in Microsoft Office 365 suite of tools.
Familiarity with Microsoft SQL Server Reporting Services (SSRS).

Preferred Qualifications

  • Advanced scripting/reporting capabilities.
  • Ability to communicate to all levels of end users and management.
  • Experience working in the ITILv4 framework.
  • Experience in IT Service Management in a complex environment.
  • Strong analytical and problem-solving skills to identify data trends, building department and leadership dashboards.


Demonstrating Initiative
Driving Continuous Improvement
Managing Time
Evaluating and Implementing Ideas
Delegating Responsibility
Communicates Effectively

Minimum Education

Bachelor Degree Computer Science, Programming, Information Systems, Information Technology, or related field or equivalent combination of education and experience.

Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.
Ability to travel to and from meetings, training sessions or other business-related events late events.

Physical Demands

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

Nearest Major Market: San Antonio

Job Segment: Power Plant Operator, User Experience, Power Plant, Computer Science, Database, Energy, Technology

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