IT Service Mgmt Platform Administrator 3

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

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.
   

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands