ITSM Application Administrator

Job description

The ITSM Application Administrator is responsible for implementing the long-term vision of the ServiceNow platform for the University. This position partners with academic and business units within the University to understand business needs, implement new workflows and support ServiceNow to help meet their objectives. This position provides expert technical guidance to others within the Application Support team. In addition, this position works closely with vendors for issue resolution, oversees quality assurance and oversees application availability and security.

  • Responsible for all aspects of the lifecycle of the ServiceNow platform, including design, development, planning, implementation, configuration, and ongoing support
  • Responsible for troubleshooting and resolving issues within the ServiceNow platform
  • Responsible for the development of workflows and applications within the ServiceNow platform, which support the streamlining and automation of business processes
  • Responsible for developing and maintaining integrations between the ServiceNow platform and external systems
  • Responsible for monitoring and managing platform upgrades, development, QA, and production environments
  • Responsible for developing and maintaining documentation related to the ServiceNow platform
  • Responsible for producing reports and dashboards based on defined measures, metrics and key performance indicators.
  • Responsible for recommending improvements regarding the platform, processes, or reporting
  • Responsible for user management and support related to the ServiceNow platform
  • Manages and maintains relationships with key departments throughout the University to understand business needs, implement solutions and support customers
  • Vendor management and communication for escalation of critical issues and support of new system implementation and determination of root cause analysis
  • Collaborates closely with project managers to provide updates on project progress and communicate issues that may impact project success
  • Recommends and contributes to development of best practices and standard operating procedures and provides technical expertise for Application Support team

  • Experience working in ITIL Service Management organization and with ITIL processes; Change, Incident and/or Problem Management
  • Must hold one or more of the following certifications or become certified in one or more within six months of employment:
    • Certified ServiceNow System Administrator
    • Certified ServiceNow Implementation Specialist
  • Excellent oral and written communication skills, along with the ability to translate between technical and business teams
  • Ability to work both as an integral member of a team environment and independently on projects and assignments with minimal supervision
  • Able to anticipate problems and proactively develop appropriate solutions
  • Excellent organizational and time-management skills, with a proven ability to meet deadlines
  • Extensive understanding of IT service management, systems, processes, implementation, and metrics
  • Extensive understanding of ITIL (IT Infrastructure Library) business processes
  • Ability to translate business processes into applications and workflows within the ServiceNow platform
  • Experience working with HTML, CSS, and JavaScript
  • Experience working with relational databases and SQL
  • Experience integrating the ServiceNow platform with external applications and data sources
  • Bachelor's in Computer Science, Information Systems, Business Administration or related field; or equivalent work experience

  • Two or more years of experience working in Higher Education
  • Strong working knowledge of the ServiceNow core architecture, workflows, API, and ITSM module (Service Catalog, Change, Incident, Problem, Asset, CMDB, and Knowledge)
  • ITIL Foundations Certification





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Job No:
Posted: 10/10/2018
Application Due: 12/9/2018
Work Type: