ServiceNow Analyst/Programmer

Job description

Posting Details

Position Information

Position Number998799Functional TitleServiceNow Analyst/ProgrammerPosition TypeStaffPosition EclassEP - EHRA 12 mo leave earningUniversity Information

UNC Greensboro, located in the Piedmont Triad region of North Carolina, is 1 of only 57 doctoral institutions recognized by the Carnegie Foundation for both higher research activity and community engagement. Founded in 1891 and one of the original three UNC System institutions, UNC Greensboro is one of the most diverse universities in the state with 20,000+ students, and 3,000+ faculty and staff members representing 90+ nationalities. With 17 Division I athletic teams, 85 undergraduate degrees in over 125 areas of study, as well as 74 master’s and 32 doctoral programs, UNC Greensboro is consistently recognized nationally among the top universities for academic excellence and value, with noted strengths in health and wellness, visual and performing arts, nursing, education, and more. For additional information, please visit and follow UNCG on Facebook, Twitter, and Instagram.

Primary Purpose of the Organizational Unit

The Learning Technologies and Service Consulting group provides web and desktop application solutions to students, faculty, staff, classes and departments to meet their instructional, research and general technology needs. These services include developing documentation, education and training programs to help ITS clients and ITS staff use supported applications, providing direct client support according to defined service levels, and participating in the prioritization, development, implementation and management of application solutions according to client needs and ITS standards. The Learning Technologies and Service Consulting group provides these services for all ITS-supported applications other than Enterprise-wide applications supported by MIS (e.g., Banner). The Learning Technologies and Service Consulting group collaborates with the Service Desk to identify and develop training, documentation and application administration processes that will enable Service Desk staff to increase first-tier resolution for application questions.

Position Summary

The ServiceNow Analyst/Programmer contributes to the ongoing expansion, development, integration, and configuration of the ServiceNow platform. ServiceNow is the software that powers IT service management, Asset Management and Operations Managementat at UNCG. It is essential to day-to-day operations and supports consistent, high-quality service delivery to students, faculty, and staff and management of IT resources. This position will support ongoing expansion, development, integration, configuration, and administration of the ServiceNow Platform within the Office of Information Technology Services (ITS) at the University of North Carolina at Greensboro and will work closely with team members and stakeholders to configure, test,and document changes as we expand our footprint. Performing these duties while ensuring the system remains healthy and functions efficiently requires a solid background in the ServiceNow Platform,and an understanding of the software development lifecycle. Duties of the ServiceNow Analyst / Programmer include developing scoped applications, building reports, dashboards, scripts, and requests. This individual will also help manage permissions and other module-specific configuration. This person must be able to research and understand new, complicated processes and procedures, and be able to learn new technologies –especially as they relate to the ongoing improvement of the ServiceNow platform. This position will track, prioritize, and implement integration requests and bug fixes, leveraging formal project, release,and change management processes. On-call duties are included as part of this position.

Minimum Qualifications

-Entry level with Masters; or Bachelors and 0 to 2 yrs experience; or equivalent education/experience in a related field

-ITIL v3 Certification

-ServiceNow System Administrator Certification and completion of any combination of Scripting Fundamentals, Application Development Fundamentals, or Service Portal training

Additional Required Certifications, Licensures, and CertificatesPreferred Qualifications

Experience developing ServiceNow scoped applications and catalog items

Special Instructions to Applicants

Applicants have the option to provide the names, email addresses, and phone numbers of at least three (3) contacts to provide Letters of Recommendation, in the References section of the electronic application. These contacts will be solicited by the SpartanTalent system via email, and asked to provide a confidential Letter of Recommendation on behalf of the applicant. This will occur after the applicant has successfully submitted his/her application.

Applicants are required to upload the following documents with their electronic application:

  • Resume
  • Cover Letter
  • List of References

Applicants are required to upload a list of references of at least three (3) professional references that includes:

  • Name
  • Company Name
  • Type of reference (Professional, Supervisor, Colleague, Academic or Personal). One (1) of those references will need to be a current or previous supervisor.
  • Email Address
  • Contact Phone Number

Applications are not successfully submitted until an online confirmation number has been received at the end of the application process.

Recruitment RangeSalary commensurate with experienceOrg #-DepartmentInformation Technology Services - 23101Job Open Date09/06/2019For Best Consideration DateJob Close DateOpen Until FilledYesFTE1.000Type of AppointmentPermanentIf time-limited, please specify end date for appointment.Number of Months per Year12FLSAExemptKey Responsibilities

Key Responsibilities

Percentage Of Time20%Key Responsibility

Platform management/module configuration

Essential Tasks

Includes managing access and permissions, module-specific settings and configuration as well as collecting requirements that drive these changes.

Key Responsibilities

Percentage Of Time60%Key Responsibility

Report/Request/Dashboard development

Essential Tasks

Supports higher level analysis of performance indicators related to functional work groups in ServiceNow.

Key Responsibilities

Percentage Of Time20%Key Responsibility

End-user support and training

Essential Tasks

Identifying and resolving unexpected behaviors/bugs in the software platform. Educating users on general use of features.

ADA Checklist

ADA Checklist

R for Rare (0-30%), O for Occasional (30-60%), F for Frequent (60-90%), C for Constant (90-100%).

Physical EffortHand Movement-Repetitive Motions - F, Reading - F, Writing - F, Hearing - F, Talking - F, Sitting - FWork EnvironmentInside - CApplicant DocumentsRequired Documents
  1. Resume/CV
  2. Cover Letter
  3. List of References
Optional Documents
  1. Reference Letter 1
  2. Reference Letter 2
  3. Reference Letter 3
Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Please indicate how you learned of this vacant position for which you are applying:
    • CAA
    • NCAA Arts
    • ICFAD
    • SECCAC
    • Arts Council of the African Studies Association
    • Professional Job Board
    • InsideHigherEd
    • Social Media
    • Networking
    • UNCGjobsearch website
    • Other
  2. If you selected "Other", please provide the name of the resource here.

    (Open Ended Question)

  3. * Are you eligible to work in the United States without sponsorship?
    • Yes
    • No




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Job No:
Posted: 9/17/2019
Application Due: 10/4/2019
Work Type: