ServiceNow Administrator

ASU, a leading innovator in higher education, is looking for a dynamic individual to join our SaaS Systems Administrator’s team, administrating the ServiceNow platform. This is an essential enterprise service, supporting University business automated workflows to deliver exceptional customer experiences. The ServiceNow Administrator will be providing escalated support to customers, maintaining documentation, enhancing service delivery, and vendor escalation in support of the ServiceNow platform. Successful candidates will have demonstrated experience providing operational excellence, a passion for customer service, and desire to be life-long learner.

ASU’s University Technology Office has over 500 employees, offering a variety of career paths in a high-energy working environment. The technology initiatives we’re engaged in are transformative and unprecedented in Higher Education. Consider taking the step and joining the Sun Devil family!

As with everyone in the UTO family, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our UTO Positive Core.

ASU offers a total compensation package that includes valuable employee benefits. Click here to explore options.

Job Family

Information Technology

Department Name

SaaS Systems Administrators

Full-Time/Part-Time

Full-Time

VP Code

UNIV TECHNOLOGY OFFICE

Scope of Search

Open

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

Depends on experience

Close Date

10-August-2022

Category

02

Essential Duties

• Design, build, and support service catalog items in the ServiceNow platform.
• Collaborate with service owners to determine opportunities to optimize workflows and improve service delivery.
• Administration and configuration of the ServiceNow platform; e.g. permissions, tables, forms, groups, users…
• Provide high level technical support, consultation and troubleshooting virtually to university students, faculty, and staff.
• Gather and analyze user stories for development requests.
• Assist in the testing of development requests before user acceptance testing.
• Manage escalated issues and collaborate with other internal departments to expedite resolution which may include vendor escalations.
• Collaborate with technical teams to evaluate, troubleshoot, and provide solutions to improve efficiency and reduce errors.
• Respond promptly to escalations while keeping detailed case notes.
• Source new solutions for existing problems as well as innovative ideas; recommend and implement solutions.
• Help develop and maintain customer facing and internal knowledge base articles.
• Train customers how to use the platform.
• Coordinate with various stakeholders on changes and upgrades.
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms - collaborating across our teams as well as participating in UTO/ASU events and programs. Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. Advances our UTO Affirmative Pledge.
• Maintain an agile mindset, ongoing commitment to being flexible, willing to fail, and adaptive.

Minimum Qualifications

Bachelor's degree in Computer Technology or related field AND two (2) years experience providing information technology services; OR, Six (6) years experience providing information technology services; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months experience.

Desired Qualifications

• Foundational knowledge of ServiceNow administration
• Experience with one or more of the following ServiceNow products:
  • Customer Service Management
  • Governance, Risk and Compliance
  • IT Service Management
  • IT Operations Management
  • Security Operations
• Certification for ServiceNow System Administrator
• Ability to build, manage, optimize workflows to facilitate business processes
• Ability to work closely with stakeholders and document requirements to accelerate development
• Ability to manage and organize development projects aligned with Agile methodologies and SCRUM practices
• Knowledge of RESTful APIs
• Experience with scripting languages and scripting frameworks (e.g. JavaScript, PowerShell, Python or AngularJS)
• Ability to work efficiently in a highly demanding team-oriented and fast-paced environment
• Evidence of effective verbal and written communication skills
• Ability to communicate and empathize with all levels of customers – executives, end users, developers
• Creatively promotes the use of the ServiceNow platform
• Self-motivated with the ability to dive right in, be effective and make a difference
• Experience working with multiple departments and managing multiple tasks concurrently
• Strong technical troubleshooting skills, perseverance and patience
• Ability to deal with unforeseen situations and come up with logical solutions to these problems
• Ability to model empathy, compassion and emotional intelligence
• Experience working in a values-led organization, emphasizing diversity, equity, inclusion and belonging
• Ability to help foster a safe psychological space for all teammates where everyone can thrive
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs

Working Environment

Activities are primarily performed in a regular, climate-controlled office setting subject to extended periods of sitting or standing. Visual acuity and manual dexterity associated with daily use of desktop or laptop computer is required. Ability to clearly communicate verbally in English, read, write, see, and hear to perform essential duties. Regular review of completed tasks.

Department Statement

The University Technology Office (UTO) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.
Join the team that sparks human-centered innovation

UTO is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter - measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The UTO fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.

Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with UTO means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! UTO encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. UTO partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

• Application deadline is 3:00PM Arizona time on the date indicated.
• Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
• Resume and cover letter should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
• Applicant must be eligible to work in the United States.
• If you are an ASU internal applicant, please click on the ASU Employees link located on the Careers at ASU webpage to apply.
• ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
• Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.

ServiceNow Administrator | Arizona State University