ServiceNow Administrator

Description

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

ABOUT THE POSITION

The ServiceNow Administrator is responsible for the daily management, support, and maintenance of the organization’s ServiceNow instance. Key responsibilities include managing user access and roles, configuring ACLs, and maintaining system security and platform properties. This role focuses on the sustainment and optimization of core ITSM modules, including system notifications, form layouts, service catalog items, Flow Designer flows, reports, dashboards, and Visual Task Boards to support team collaboration. The ServiceNow Administrator ensures the stability, reliability, and efficiency of the platform, resolves user issues in a timely manner, and maintains clear documentation of all configurations, changes, and updates.

NORMAL DAY-TO-DAY WORK

1. Administer and maintain the ServiceNow platform, including daily operations, performance tuning, system health checks, security, upgrades and patches.

2. Configure system settings, user roles, groups and access controls to ensure compliance with organizational policies

3. Review and evaluate current ITSM processes to identify opportunities for improvement.

4. Design and maintain minor workflows, business rules, UI policies, and client scripts to ensure continued alignment with ITSM processes and user requirements.

5. Design and maintain form layouts, field sections, and views.

6. Plan, coordinate, and execute mainline upgrades, patches, implementations and plugin deployments, including initial testing with Automated Test Framework.

7. Ensure data accuracy and integrity within the ServiceNow platform including CMDB health and Discovery sources.

8. Support incidents, problems and service requests related to ServiceNow.

9. Monitor and maintain integrations with other systems and escalate issues when necessary.

10. Design and configure service catalog requests with catalog builder and flow designer flows.

11. Collaborate with stakeholders to gather requirements, understand business needs, and enhance platform functionality.

12. Configure system notifications, reports, dashboards, Visual Task Boards while monitoring KPIs and service metrics.

13. Maintain knowledge base configurations and create user-facing knowledge articles to support operations and training.

14. Ensure daily operations, configurations, and data management practices comply with organizational policies and ITIL standards.

15. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS 

Here are a few skills you MUST have to be qualified for this position. 

1. 4-6 years of Information Technology experience, conducting application administration and development, including 1-3 years of proven experience in ServiceNow administration.

2. Hands-on experience maintaining and supporting ServiceNow modules.

3. ServiceNow Certified System Administrator certification is required.

4. ITIL v4 Foundation certification or obtained within one-year of employment.

5. Familiarity with ITSM processes and working knowledge of related modules such as ITOM, HAM, or SAM.

6. Basic scripting knowledge (JavaScript, HTML, CSS) to support minor enhancements and troubleshooting.

7. Basic knowledge with ServiceNow integration using REST, SOAP APIs and middleware tools.

8. Strong problem-solving and analytical skills to identify and resolve issues effectively.

9. Excellent verbal and written communication skills for interacting with stakeholders and documenting processes.

10. Ability to work effectively in a team environment and collaborate with IT teams, business units, and external vendors.

11. Basic understanding of project management, incident management, problem management and change enablement practices.

12. Strong organizational skills to manage multiple tasks and priorities simultaneously.

13. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.

14. Ability to lift a minimum of 25 lbs. (file boxes, computer).

Here are a few qualities we’d LIKE for you to have to make you more suited for this position. 

1. Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

2. Experience working in a financial institution highly preferred.

3. Advanced ITIL certifications preferred.

4. Additional ServiceNow Certifications such as CAD, CASA, or CIS preferred. 

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR at: 

Civic Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609 

careers@civicfcu.org