"ServiceNow Administrator/Developer (Hybrid)"

ServiceNow Administrator/Developer (Hybrid)

Job ID: 75660

Location: Merced

Full/Part Time: Full Time

Hiring Range: The salary range the University reasonably expects to pay for this position is $85,000 - $100,000.

Job Closing: Initial Applicant review will take place on or around February 17, 2025. Posting may close after that without notice. This position is approved for a hybrid work modality with possibility of fully remote for a highly qualified California resident.

About the Job

Are you an experienced ServiceNow professional interested in driving efficiency? A relentless self-learner who thrives in a highly dynamic environment? A strong, technically astute communicator who champions ITOM (IT Operations Management) and ITSM (IT Service Management) practices? If so, we invite you to apply for our ServiceNow Administrator/Developer and join our team! Reporting to the Director of infrastructure and IT Service Management, this position is responsible for the overall design, implementation, and maintenance of the UC Merced ServiceNow instance, including end-to-end development of new functionalities such as new service catalog requests, asset management, CMDB, and more.

The successful candidate will have experience with service portals, knowledge bases, Flow Designer, UI Builder, Agent Workspace, API implementation, CMDB/Discovery, as well as sprint planning and agile methodologies; will be an effective communicator, working with staff at all levels of the organization to define, refine, and translate business requirements into scalable, efficient automated solutions; and prioritize learning to stay current with new ServiceNow features and functionalities in order to continuously improve our instance.

Key Responsibilities:

1. ServiceNow Administration: Maintain the existing UC Merced ServiceNow instance including Incident, Knowledge, Problem, Change, Service Request, Asset, Service Portal, ITOM, etc. Performs upgrades and cloning following industry best practices, maintain standard environment promotion from development to test to production; coordinate routine regression testing; define, design, and implement new features; monitor system performance and escalate issues to vendor; maintain security in all environments via appropriate security controls; create reports, audit tickets, and work with colleagues to close aging tickets; follow standard OIT Change Management processes to document and manage changes to production environment.
2. ServiceNow Developer: Lead the coordination, design, development, and execution of new ServiceNow features and functionalities; work with stakeholders to integrate new LDAP and 3rd party apps into our environment.
3. Documentation and Training: Create and maintain documentation for normal system operation as well as any new process enhancements; train colleagues and external campus stakeholders on new features and functionalities as necessary.
4. Learning: Maintain current knowledge about ServiceNow through self-motivated online learning and through official ServiceNow courses; stay up to date with the latest releases, product enhancements, and plugins; present on new ServiceNow features and functionalities to OIT leadership, analyze existing instance and propose process or functionality enhancements.

Qualifications

• Bachelor's degree in related field from an accredited institution (required); and 3-5 years ServiceNow administrative experience (required);
• Experience within a higher education environment (preferred); and
• IT Infrastructure Library certification (preferred); and
• ServiceNow Certified System Administrator or ServiceNow Certified Application Developer (preferred). Significant experience providing general support, administration, and maintenance within the ServiceNow platform and associated applications, including Agent Workspace, Flow Designer, and UI Builder.
• Demonstrated experience with ServiceNow incident, change, problem, request, ITOM, CMDB and knowledge management applications.
• Experience using JavaScript, XML, HTML.
• Expertise in designing, developing, testing, and deploying ServiceNow modules and enhancements.
• Ability to analyze, troubleshoot, and resolve moderate to complex software application problems.
• Experience in designing/developing test cases to verify application functionality with service owners and stakeholders.
• Skilled in business analysis, technical documentation writing and process mapping or flowcharting.
• Proven ability to build and maintain internal technical documentation, manuals, policies, and processes.
• Integration experience using APIs.
• Excellent written and verbal communication skills, including the ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Excellent organizational and time management skills, attention to detail, and dependability.
• Works well independently and as part of a team, with the ability to learn quickly, meet deadlines and demonstrate effective problem-solving skills.
• Good interpersonal skills to foster trust, collaboration, and a positive climate to achieve common goals when working with colleagues and stakeholders.
• Actively pursues professional development opportunities to stay current in the ServiceNow and ITSM ecosphere.
• Can be counted-on to deliver results with a sense of personal responsibility for expected outcomes.
• Pursues work and interactions proactively with optimism, positive energy, and motivation to move things forward.
• Flexible as needed when change occurs, maintains an open outlook while adjusting and accommodating changes.

Background Check: Background check required.

How to Apply: An online application is required for each position to apply.