ServiceNow Administrator

Grade 103

• 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

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

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.