ServiceNow System Administrator

Job Title:

ServiceNow System Administrator About the Role:

This position is part of a team within the Technology Business Office (TBO), Bureau of IT Service Management, Service Quality Assurance. The purpose of TBO is to provide, operate, and improve technology services through collaboration and innovation. As part of the ITSM team, this position is accountable and responsible for independently performing high-level administrative and consultative work related to IT Service Management and the ITIL Methodology. Key Responsibilities:

• Process Definition and Documentation: Define and document customer business functions and processes.
• Consultation and Analysis: Consult with Process Owners and Managers to identify, define, and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access.
• ITSM Platform Administration: Administer the ITSM Platform to ensure system design meets organizational needs.
• System Testing and Support: Participate in system integration testing, user acceptance testing, and testing of new system functionality.
• Training and Coaching: Provide technical assistance in training, mentoring, and coaching professional and technical staff. Technical Requirements:
• Module Configuration and Maintenance: Configure and maintain ITOM, ITAM, and SAM modules in ServiceNow.
• System Administration: Perform system administration tasks, including user management, access control, and workflow automation.
• Instance Upgrades and Support: Support instance upgrades, patching, and system performance tuning.
• Troubleshooting and Resolution: Troubleshoot and resolve technical issues and system errors.
• Compliance and Governance: Ensure compliance with ServiceNow best practices and governance policies. Work Environment:

This role offers a hybrid remote schedule in Harrisburg, PA, with occasional on-site presence required.