Company Overview

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 59 offices in 37 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today’s urgent challenges in education, racial and social equity, economic development and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.

Position Summary

As a key member of our ServiceNow technical team, this position plays a critical role in both the implementation of new modules as well as the maintenance/continuous improvement of existing modules.  The Analyst works with platform users from internal customer teams to understand the business needs and recommend solutions.  This position is then responsible for configuring the platform to meet these requirements.  This may involve working closely with a Software Implementation (SI) vendor or other team members on larger projects and independently on smaller initiatives.

As part of the ServiceNow Technical team, extend Bain’s emerging ServiceNow platform by implementing critical new capabilities and developing/coding required extensions

• Recommend and implement solutions to meet business requirements, utilizing a core understanding of ServiceNow capabilities. This will be as part of a team on larger initiatives and independently on smaller initiatives.
• Work with internal teams to review, test, and implement configuration changes in implemented ServiceNow products
• Provide configuration/implementation support to ServiceNow project teams
• Advocate and implement solutions where ServiceNow can be utilized to automate manual processes
• Research and test potential solutions to solve non-standard scenarios
• Assist in building new ServiceNow integrations

Maintain and optimize ServiceNow implementation through thoughtful and timely system administrator duties.

• Design and configure ServiceNow reports and dashboards required to support business needs
• Assist internal ServiceNow users to resolve support issues directly or as escalated from other team members.
• Proactively monitor the stability and usability of the platform across environments, taking action where necessary
• Lead the creation of Service Catalog items, including creating appropriate documentation and associated Knowledge Base articles.
• Perform platform upgrade planning and execution with the assistance of the ServiceNow team

Maintain a current and comprehensive understanding of the ServiceNow platform. 

• Stay current on Bain's utilization of ServiceNow and changes to those products due to upgrades
• Review the documentation around best practices for using ServiceNow to ensure clear and concise direction

Assist with knowledge transfer within Bain’s ServiceNow team and lead knowledge transfer with internal customers.

• Create and maintain relevant knowledge base articles associated with ServiceNow.
• Translate complex system processes into user friendly language to aid in the creation of communications and training documentation

• Undergraduate degree with 3-5 years of experience as a ServiceNow Administrator
• 2-4 years of IT support experience will be preferred
• Proven strong logic, analytical and technological skills
• Strong communication and customer service skills
• Demonstrated ability to learn and troubleshoot independently
• Ability to understand and modify JavaScript
• Experience with client-side and server-side scripting
• Ability to work independently and within teams
• ServiceNow Certified System Administration certification
• ITIL certification