Job Functions, Duties, Responsibilities and Position Qualifications:

Position Summary

The ServiceNow Administrator is responsible for managing and maintaining the ServiceNow platform to ensure its smooth operation and optimal performance. They will implements ServiceNow solutions to meet business and IT requirements.

Duties & Responsibilities

• Manage user roles, permissions, and access control.
• System efficiencies: Routine updates, integrations, and optimizations result in reduced productivity.
• Efficiently utilizing ServiceNow Features: Maximizing ROI by leveraging all available functionalities.
• Platform Configuration: Configuring and customizing the ServiceNow platform to meet the organization's needs. This involves creating and modifying tables, fields, business rules, UI policies, workflows, and other platform elements.
• Integration Management: Integrating ServiceNow with other systems and applications to enable seamless data flow and automation between different platforms.
• Incident and Problem Management: Overseeing incident and problem management processes within ServiceNow. This includes managing incident records, tracking problem investigations, and working to resolve issues efficiently.
• Change Management: Handling change management activities within ServiceNow, such as tracking changes, evaluating risks, and ensuring proper approvals before implementing changes to the platform.
• Service Catalog Management: Maintaining the Service Catalog, which involves creating and updating service offerings, managing workflows for service requests, and ensuring service delivery meets the defined Service Level Agreements (SLAs).
• Reporting and Analytics: Creating and maintaining reports, dashboards, and data visualizations to provide insights into the platform's performance and usage. Monitoring key performance indicators (KPIs) to identify areas for improvement.
• Integration Management: Integrating ServiceNow with other systems and applications to enable seamless data flow and automation between different platforms.
• System Upgrades and Patches: Managing platform upgrades and applying patches to ensure the system is up-to-date with the latest features and security fixes.
• Security and Compliance: Implementing and maintaining security best practices to protect sensitive data and ensure compliance with relevant regulations and standards.
• Documentation and Training: Creating and updating documentation for system processes, configurations, and troubleshooting procedures. Providing training to end-users and other stakeholders on how to use the ServiceNow platform effectively.
• Problem Resolution: Investigating and resolving issues and incidents related to the ServiceNow platform. This may involve troubleshooting technical problems, identifying root causes, and implementing solutions.
• Continuous Improvement: Proactively identifying opportunities for process improvements and optimizations within the ServiceNow environment.
• Vendor Management: Interacting with ServiceNow vendors for support, licensing, and other related issues.
• Platform Development: Skilled in creating and managing update sets, Glide records, service portals, etc.
• ITOM Management: Managing Asset inventory pulled from ITOM Discovery and Tanium.
• Mentoring and coaching junior resources in the areas of upgrades, advanced customizations, integrations, app dev, data and performance management, automation, and process optimization

Education and Experience

• Bachelor's degree or equivalent education
• 3-5 years of experience with Service Now administration.

Licensure and Certifications

Preferred:

• ITIL 4 Foundation
• Agile Scrum Foundation
• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer

Knowledge, Skills, and Abilities

Knowledge

• ServiceNow Platform (architecture, modules, and functionality).
• ServiceNow Security & Access Control
• ServiceNow Administration Best Practices (Performance tuning, upgrades, etc.).
• Familiarity with ITIL concepts (e.g., Incident, Problem, Change, CMDB).
• Understanding asset and configuration management.
• Scripting & Development
• Database & Data Management
• Integration Concepts
• Workflow & Automation
• Reporting & Dashboards

Skills and Abilities

• Problem-Solving
• Attention to Detail
• Analytical Thinking
• Project Management
• Collaboration & Communication
• Scripting & Coding
• User Training & Support
• Adaptability
• System Thinking
• Customer Focus
• Managing Security & Compliance
• Process Improvement

Scheduled Weekly Hours:

Work Shift:

Job Category:

Company:

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.