About the position
The ServiceNow Administrator position at Enterprise Health System is a critical role that involves leading and performing high-level analysis and programming in the selection process, implementation, and support of applications. Under the general direction of the assigned manager, the individual in this role will serve as a subject matter expert (SME) within a multi-disciplinary team, focusing on the selection, planning, and implementation of new or upgraded systems. This position is responsible for leading specifications and managing customer needs for assigned applications, ensuring that programs are written and processes are followed to maximize automation, system availability, and governance. Team members in this role will engage in program design, coding, testing, debugging, and documentation. Collaboration with other Information System teams, operational liaisons, and customers is essential to ensure the performance of the underlying technical infrastructure and software utilization. Additionally, the ServiceNow Administrator will serve as a mentor, assisting in the growth and development of team members, fostering a collaborative and supportive work environment. The role requires a proactive approach to problem-solving and the ability to execute tasks in a high-pressure environment. The ServiceNow Administrator will support departmental and organizational processes, ensuring timely customer support and problem resolution to maintain maximum system availability. This includes appropriate escalation of critical issues and performing high-quality definition, analysis, design, programming functions, and documentation for assigned projects and requests. The individual will also be responsible for recording, tracking, and documenting the problem-solving process, ensuring that all decisions and actions taken are well-documented through to final resolution.
Responsibilities
- Supports departmental and organizational processes including customer support and problem resolution in a timely manner to ensure maximum system availability.
- Provides appropriate escalation of critical issues as necessary.
- Performs high quality definition, analysis, design, programming functions and documentation for assigned projects and requests.
- Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Ensures that project solutions - designs, request for proposal, system acquisition, and modification, etc. - meet the goals and objectives of the requesting department.
- Provides leadership to ensure project tasks are completed accurately and within the time estimated from the project schedule or scheduled completion date of request.
- Attends technical/professional training courses - seminar or self-study - for career development and job responsibility performance.
- On-call is expected in this position, per the Information Systems On-Call policy.
Requirements
- Service Now Administration Experience
- Bachelor's degree in information systems or other relevant fields of study
- Equivalent experience accepted in lieu of degree
- Flexible/adaptable learning and understanding new technologies
- Proven analytical and problem-solving abilities
- Ability to work both independently and in a team-oriented, collaborative environment
- Execute tasks in a high-pressure environment
- 4-5 years' experience in a related field
Nice-to-haves
- ServiceNow Admin Experience
- Microsoft SQL Server DML, ETL
- Vendor application and Product lifecycle management
- Clinical application management and support experience
