ServiceNow Administrator, ITS Enterprise Systems

Reporting to the Associate Director of Next-Generation Systems, the ServiceNow Administrator is responsible for the overall administration, development, operation, security, and maintenance of the ServiceNow platform, which serves as the system of record for the Information Technology Services (ITS) division. The ServiceNow Administrator works closely with the ITS senior leadership team and other stakeholders to identify and apply ServiceNow technologies to enable the transformation of the division’s processes and operations toward a more agile way of working. We strive to use ServiceNow in ways that simplify the user experience, improve transparency and communication, reduce technical barriers, and automate repetitive tasks.

• *Responsibilities include, but are not limited to:**
• Monitors the performance and health of the University’s ServiceNow instances.
• Ensures regular maintenance, upgrades, and other actions are completed as required to ensure reliability.
• Performs day-to-day troubleshooting and resolves issues.
• Implements new features and functionality as requested by ITS senior leadership, e.g. CMDB, Hardware Asset Management (HAM) Pro, etc.
• Evaluates and responds to requests to add or change functionality, including catalog items and workflows.
• Manages all catalog items.
• Continuously assesses Hofstra’s ServiceNow configuration.
• Identifies and communicates opportunities to make refinements, incorporate new or updated features, and/or eliminate unnecessary customization.
• Ensures the division’s use of ServiceNow and the system’s configuration is aligned with best practice.
• Performs other related duties as assigned.