at The Jackson Laboratory in Bar Harbor, Maine, United States
Job Description
Senior Application Administrator - ITSM
Come join the growing JAX IT Service Management Team! We are in search of an enthusiastic, detail-oriented, and committed individual to help support our internal customers and grow our use of the ServiceNow platform. This year we are kicking off an exciting automation project which aims to further leverage the existing JAX IT Service Management platform and practice to automate daily routine tasks currently performed manually by IT support staff and partner vendors.
The Senior Application Administrator - ITSM will work in close partnership with ServiceNow developers and ITSM practice leads as part of an Agile Scrum Team. This position will perform day-to-day support and maintenance of the ServiceNow platform which might include working on platform upgrades/functional updates, analyzing log files, configuring file changes, updating installation and configuration documents as well as performing validation/testing and performing technical issue/problem resolution support. They ensure application provisioning and maintenance are consistent with company goals, required service level agreements, industry best practices, and regulatory requirements.
The incumbent utilizes tools and best practices in support and expansion of platform, including programming and scripting as required. Also, understands business process flows within the application and can configure and maintain such flows. A Senior Application Administrator possesses greater demonstrable experience with the required application or platform; the demonstrated ability to lead projects to completion with minimal direction; coordination of activities across departments in the use and expansion of the application platform; participation in operational planning; and contribution technology platform planning.
Key Responsibilities
Application Support
Day-to-day support administration, configuration, and ongoing maintenance of the ServiceNow platform.
Triage and diagnose process and technical issues with end users
Document, track, and monitor incidents to ensure a timely resolution
Fulfill Requests and triage enhancement demand
Build ad-hoc reports and dashboards
Conduct requirements gathering sessions with JAX Stakeholders as needed to ensure business process/requirements are considered for new Catalog Request Items and other system enhancements
Ability to complete development work for basic stories as approved in Azure DevOps; conduct show back and manage UAT with Stakeholders as needed
Adheres to internal ITSM standards, policies, and work instructions
Application Operations Management
Develop administrative and support knowledge of ServiceNow and other ITSM processes, systems, and services
Stay abreast of new features and functionality, playing a key role in driving continual improvement.
Monitor the health of the system; administration and debugging tasks; research and prepare a response plan for any messages sent from ServiceNow
Assistance with rollout and transition into the production of new components delivered by the ServiceNow project team
Participate in the annual upgrade project; coordinate UAT and required upgrade tasks and scheduling
Acquisition and Deployment
Ability to manage Update Set creation and migration
Support Changes and releases through adherence to Change Management and our agile methodology (Azure DevOps)
Operations & Planning
Assist in the application technology planning, including new deployments, future needs, and systems integration.
Provides suggestions for and participates in process improvement and performance measures.
Qualifications
BS degree in any of the following: Computer Science, Computer Engineering, Computer Information Systems, or Computer Systems Engineering or equivalent years of experience
Minimum 2+ Years of experience with ServiceNow
Minimum 2+ Years of experience with IT Service Management / ITIL: Incident, Problem, Change Management, Knowledge, Service Catalog, Configuration Management
Knowledge of the principles, methods, and techniques used in ServiceNow systems administration and support.
Possess and applies broad general knowledge of IT principles, practices and procedures to the completion of difficult assignments. Must follow ITIL best practice processes.
Ability to lead small projects
Ability to lead others
Effective written, oral, interpersonal, and relationship-building skills.
Ability to present ideas in user-friendly language.
Analytical and problem-solving abilities.
Ability to conduct research into software issues and products as required.
Proven exceptional customer experience skills.
Self-motivated and directed, with keen attention to detail.
Skills in organizing resources and... For full info follow application link.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
