ServiceNow Administrator, ITS Enterprise Systems

Position Title: ServiceNow Administrator, ITS Enterprise Systems

School/Division: ITS Enterprise Systems (division)

Full Time/Part Time: Full-Time

Description:

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.

Qualifications:

• Bachelor's degree required.
• At least three (3) years administering the ServiceNow platform, with specific experience administering the following applications (implementation experience for each is strongly preferred):
  • IT Service Management (ITSM), including incident, problem, change, and knowledge management.
  • IT Asset Management (ITAM), including CMDB, HAM Pro, and SAM Pro.
  • IT Procurement.
  • Service Portal, including creating and maintaining catalog items, workflows, one-time and recurring billing, and shopping carts.
  • Employee Center.
• Proven excellence in client contacts and strong communication skills.
• Ability to work both independently and within a matrixed team structure.
• Willingness to collaborate, share ideas openly, and learn.
• Demonstrated understanding of, sensitivity to, and respect for the academic, cultural and social diversity in the Hofstra University community.

Preferred Qualifications:

• ServiceNow Certified System Administrator or Certified Implementation Specialist certification preferred.
• Demonstrated experience integrating ServiceNow with external data sources, including JDBC, text files, and web services.
• Demonstrated experience integrating ServiceNow with external communication platforms such as Cisco UCCX, Webex, Zoom, Slack, and Microsoft Teams.