ITSM System Administrator

Purpose of Role: The ServiceNow Systems Administrator will be responsible for configuring, administering and developing the ServiceNow Information Technology Service Management (ITSM) system and integration with other IT systems. This role will work with IT and Business leaders to develop technical solutions that satisfy the business needs of departments seeking to use ServiceNow.

Essential Functions: General support, administration and maintenance of ServiceNow platform and associated applications. Create custom applications, record producers, catalog items and their associated workflows. Work closely with IT and business departments to configure and improve core and custom applications. Work directly with end users to resolve support issues within ServiceNow. Monitor health, usage and overall compliance of ServiceNow and its applications. Monitor, control, and manage system security and patch cycles in accordance with JIS security policy. Configure and customize the ServiceNow system including UI, workflows and integration with other systems. Develop systems integrations and process automation. Load, manipulate and maintain data between Service-now and other intergrated systems. Create ServiceNow reports and dashboards. Report on KPIs and metrics in SN performance analytics. Serve as the primary point of contact for all operational support issues related to ServiceNow. Coordinate application and platform upgrades. Perform off hours support and on-call as required. Industry Currency: Maintain knowledge of current & emerging technologies and trends by attending industry forums, trade associations, training, conferences, webinars and regularly reviewing trade journals and literature. Use this knowledge to benefit the Judiciary through implementation of improved technologies, methods and practices while protecting the Judiciary’s information assets.

Education: Bachelor’s Degree from an Accredited College or University.

Experience: Five (5) years of experience in large-scale enterprise environment of which three (3) years of experience include designing, developing, testing, implementing and maintaining ServiceNow.

Note: Additional applicable work experience may be substituted for the educational requirements on a year for year basis.

Skills/Abilities:

• Understand how ServiceNow can enable operations to become more efficient and configure the platform to achieve measurable benefits.
• Demonstrated ability with ServiceNow incident, change, problem, request, CMDB and knowledge management applications
• Experience using JavaScript, XML, and HTML
• Knowledge of LDAP/Active Directory, and relevant IT architecture
• Previous development experience with MS SQL Server and .Net a big plus

• Effective project management skills (task identification, prioritization, and documentation)
• Customer service orientation and strong team player
• Strong analytical, problem solving skills
• Strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates
• Demonstrated ability to effectively balance multiple responsibilities which may frequently change
• Ability to learn information quickly and apply risk/control considerations which impact downstream decisions
• Ability to interface effectively with internal and external auditors
• High degree of professionalism and personal integrity
• Ability to maintain high level of confidentiality
• Excellent interpersonal skills and effectively handle sensitive situations and people
• Ability to work well under pressure
• Ability to work with a high degree of independence
• Ability to work collaboratively with others to achieve defined goals
• Excellent written and verbal communication skills, effectively tailoring the communication to the needs and experience of the intended audience
• High absorption rate for understanding new technologies
• Stay actively involved with industry peers to stay current with ITSM practices.