ServiceNow Administrator

• Job Type: Officer of Administration
• Bargaining Unit:
• Regular/Temporary: Regular
• End Date if Temporary:
• Hours Per Week: 35
• Standard Work Schedule:
• Building:
• Salary Range: $62,400-$78,600

Position Summary

The ServiceNow Administrator is responsible for the administration, documentation and technical support of the ServiceNow platform. The incumbent should have a fundamental understanding of the ITIL business process and IT service management. This position is either Hybrid or onsite and will be discussed during the interview process.

Responsibilities

• Utilize best practices for development, conduct thorough testing, analysis, and certification of changes to Service-now 5%
• Configure/Customize the ServiceNow system including workflows 5%
• Load, manipulate and maintain data between Service-now and other systems 5%
• Receive specifications from the IT department and deliver a product/release that meets the needs presented 5%
• Create Requirement Definitions, and Technical Specifications Documentation 5%
• Work directly with IT Management to align ServiceNow with IT organization strategy 5%
• Monitor health, usage and overall compliance of the application 5%
• Research and Deploy new releases and/or enhancements into the ServiceNow live environment 5%
• Quickly ascertain the needs of the customer by carefully listening, and accurately logging calls in a comprehensive manner 5%
• Use existing documentation to diagnose a situation, solve the problem, and document the solution or actions taken when a case is escalating to 2nd or 3rd level support 5%
• Communicate with customers over phone, email, remote support, and in-person in a professional, clear, and concise manner to resolve incidents and requests 5%
• Work within the guidelines defined by CUMC-IT Network Security, and protect CUMC passwords from the University community 5%
• Maintain ownership of incidents and service requests, providing customers with status updates and resolution according to SLAs 5%
• Stay current of all new technologies, and communicate the latest policies and procedures 5%
• Solve non-hardware related issues, and occasionally assist other resources with non-break-fix procedures 5%
• Work with the Desktop Support and other System Administrators in resolving complex incidents and requests 5%
• Research additional tools that could assist with incident and request resolutions 5%
• Update ticket system with clear concise issues and resolutions 5%
• Schedule appropriate resources based on policies & procedures 5%
• Perform other duties as assigned 5%

Minimum Qualifications

• Bachelor's degree or equivalent in education, training, and experience

Preferred Qualifications

• Previous ServiceNow administration experience
• ServiceNow Admin Certification
• Excellent customer service, decision making, and problem-solving skills
• Ability to work independently
• Strong organization skill with emphasis on detail and follow up
• Strong knowledge of JavaScript, XML, HTML, AJAC, CSS HTTP, etc., PowerShell, SAAS applications, network operations

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.