ITSM-ServiceNow Developer and Administrator- REMOTE

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Posted 13 days ago United States Salary undisclosed
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Job Description

Employment Type:

Full time

Shift:

Description:

The ITSM Tools Administrator provides application technical expertise for the installation and support of all IT Service Management software application tools. Responsible for the design, configuration and administration of vendor or in-house developed applications or scripts required to support the IT Service Management platform solution; including integrations into and out of ITSM tools and Enterprise applications. Responsible for developing repeatable processes using the appropriate Orchestration automation utilities to enhance the flexibility and value of the ITSM Solution. Serves as the Subject Matter Expert to configure IT Service Management User Interface (UI) to meet the requirements of the defined Business process needs for Incident, Change, Configuration, Release, Problem and Request Management. Ensures appropriate communication, testing, and adherence to ITSM processes are met.

The ITSM Tools Administrator provides application technical expertise for the installation and support of all IT Service Management software application tools. Responsible for the design, configuration and administration of vendor or in-house developed applications or scripts required to support the IT Service Management platform solution; including integrations into and out of ITSM tools and Enterprise applications. Responsible for developing repeatable processes using the appropriate Orchestration automation utilities to enhance the flexibility and value of the ITSM Solution. Serves as the Subject Matter Expert to configure IT Service Management User Interface (UI) to meet the requirements of the defined Business process needs for Incident, Change, Configuration, Release, Problem and Request Management. Ensures appropriate communication, testing, and adherence to ITSM processes are met.

ESSENTIAL FUNCTIONS

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Provides technical expertise and collaboration with ITSM owner, ITSM tools Service Manager, Application owners, Infrastructure and Process Managers.

Provides on-going technical assistance and software configuration/customization to include screen tailoring, workflow administration, report setup, dashboards, data imports, LDAP integration, custom scripting, and third party software integrations.

Troubleshoots and resolves moderately complex and unique system problems, failures and issues.

Administers Service and Impact Models; Opening and searching Service Catalog, Creation of new services. Creating impact models.

System Access and Data Security: Responsible for the Administration of individual application Users, Groups and Roles in addition to Alerts, Notifications and Data Policies.

Tool User Interface (UI) - Develop and maintain forms, lists, views, UI Policy, UI client scripts, UI Actions, business rules, welcome page contact and other UI elements within the deployed tools environments.

Manages application deployments through the appropriate use of Import sets and Update sets in accordance with agreed upon release schedules.

Develops and maintains queries against databases such as Microsoft SQL, Oracle and MySQL, to prepare reporting statistics (KPIs), status reports and trends on current and historical data connected with and related to production Configuration Items.

Develops and supports Application integrations across the infrastructure including, but not limited to, the Configuration Management Database.

Manages the configuration and maintenance of all supporting application infrastructure, including but not limited to, application servers, database servers and integration servers.

Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

Bachelor's degree in Computer Science or Engineering or Information Technology and a minimum of four (4) years of related experience or an equivalent combination of education and experience.

Minimum of three (3) years knowledge and experience supporting enterprise applications or IT Service Management Administration or three (3) years supporting enterprise infrastructures required.

Strong understanding of Cloud technologies, web applications, networks, protocols and email (SMTP POP3).

ITIL v3 Foundations certification preferred.

Minimum of three (3) years' experience with Web technologies (XML, JAVA script, HTML, AJAX, CSS, HTTP, etc.) required.

Advanced proficiency with Windows based applications (Word, Excel, and PowerPoint).

Advanced organization and facilitation skills with cross-functional meetings.

Strong analytical skills and problem solving skills.

Ability to work independently on a day-to-day basis.

Ability to mentor and provide guidance for less experienced staff.

Ability to lead initiatives and manage projects required.

Ability to meet deadlines and set priorities.

Ability to interface with internal technical staff, application staff, hospital client users and external vendors.

Ability to obtain and exchange information.

Strong interpersonal and customer service skills.

Strong organizational skills and attention to detail.

Strong written and verbal communication skills.

Must possess a willingness to learn and develop skills.

Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

This position operates in a typical office environment. The area is well-lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues. Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communications. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions.

Must be able to set and organize own work priorities, and adapt to them as they change frequently.

The incumbent must be capable of traveling in the course of completing project assignments.

The incumbent may be required to work beyond normal business hours or to provide 24x7 on-call support for emergency changes, upgrades, and activations. Documents procedural guides for support team members.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.