Gainesville, Georgia
Jackson, Mississippi
Mckinney, Texas
Anchorage, Alaska
Gainesville, Florida
Posted: 18-Mar-25
Location: Altamonte Springs, Florida
Categories:
Internal Number: 25010385
AdventHealth Information Technology
All the benefits and perks you need for you and your family:
- Benefits from Day One
- Career Development
- Whole Person Wellbeing Resources
- Award-winning IT Department
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule: Full-Time, Monday – Friday
The role you’ll contribute:
The Associate ServiceNow Admin for the IT Service Management tools will be responsible for configuring and administering in the tools chosen by ITSM. This role will work with the IT Leadership to develop Catalog Items that satisfy the business needs of the IT and other departments seeking to use the IT Service Management tools. This role is primarily responsible for the Platform support handling day to day Tickets adhering to SLA’s.
The value you’ll bring to the team:
- Executes the tasks associated with service design, service transition or service operations (e.g., change, event, problem, and incident), adhering to the service management processes.
- Monitor health, usage, and overall compliance of the ITSM toolset
- Provide Operational support for the customers and handle Incidents and requests in timely manner.
- Acts as first point of contact for support to process owners, managers, and users to evaluate and implement process improvement opportunities.
- Maintain Service Levels set by the organization in support of the IT Service Management tool
- Configuration/customization of the ITSM tools, including creating Catalog Items and delivering business requirements
- Attend Daily standup/Scrum meetings and provide updates on deliverables.
- Ensures all parties understand ownership and accountability between service management supporting teams by communicating consistently and keeping accurate documentation throughout the change management cycle.
- Stays current with emerging trends in service management, proposing and developing plans to further the function.
- Troubleshoot bugs, fix defects, and support users of applications within ServiceNow
- Identify, evaluate, and document opportunities for Continual Service Improvement (CSI) in the Catalog Item Development Responsibilities
- Analyze and fully understand user requirements and current procedures to improve system capabilities, automate Catalog workflows and address scheduling limitations throughout development and delivery
- Perform upgrades and evaluate patches following the organization's Change Management processes
- Creates and provides reports for management, summarizing process compliance.
- Report on Critical Success Factors (CSF) & Key Performance Indicators (KPIs)
- Provide education and training when needed on the IT Service Management tool
The expertise and experiences you’ll need to succeed:
- Bachelor's degree or equivalent professional experience
- Minimum 1 year enterprise experience in IT
- Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes
- A fundamental understanding of ITSM, ITIL or CMDB
- Knowledge of JavaScript.
- Familiarity with UI, SQL, HTML and CSS.
- Experience using the ServiceNow platform.
- Self-motivated and disciplined, with excellent analytical, technical, and organizational skills.
