Sr. Service Now System Administrator at International Rescue Committee

Job Description

Major Responsibilities:

Primary responsibilities include but are not limited to:

Provide Tier 2/3 end-user support for ServiceNow related issues, including trouble shooting and resolution.
Lead development, configuration, and maintenance of core modules such as Problem Management, CMDB, Service Catalog, HAM, SAM.
Lead integration of ServiceNow with other enterprise systems (Workday, Integra, etc.)
Stay current with ServiceNow releases and new features and recommend adoption strategies.
Advise Product Owner and Business Leadership on ServiceNow implementation and integration technical best practice
Design and implement complex workflows, business rules, UI policies, client/server scripts and automation.
Produce documentation necessary to facilitate usage of the system including user and admin guides.
Collaborate with stakeholders to gather and document solution requirements for critical incidents and requests.
Provide expertise and lead delivery of all major releases/upgrades from ServiceNow.
Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
Monitor system performance and proactively identify and resolve issues.
Support System Admin in developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.
Provide mentorship and guidance to junior administrators and developers.

Key Working Relationships:

Position Reports to: Associate Director, Business Systems — IT
Other Internal and/or external contacts:

Internal: Application users and system stakeholders
External: Software and system vendors, Managed Services provider, Implementation partners

Job Requirements:

Experience Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
Minimum 5 years of hands-on experience with ServiceNow administration
ServiceNow Certified System Administrator (CSA) certification
Strong understanding of ITIL processes and best practices
Experience with scripting and integrations
Experience troubleshooting, analytical, and communication skills