Job Summary As part of Service Management Technology Services, the ServiceNow Administrator drives the development, operation, and maintenance of ServiceNow for HBS IT and our partners in support of HBS's academic mission. The ServiceNow Administrator is primarily responsible for, and provides technical leadership in support of, the IT and Operations/Facilities ServiceNow instances at HBS. This position supports issue resolution, oversees regular system updates and upgrades, and provides service management related expertise in meetings and on projects.
The Administrator develops strong relationships with staff across business units at HBS, as well as with first tier support, development, and quality engineering staff in HBS IT to ensure the effective use of ServiceNow.
Plan, implement and administer all aspects of the ServiceNow platform (IT and Operations/Facilities) per best practices including:
Perform core configuration tasks
Work with UI policies, data policies, UI actions, business rules and client scripts
Add and administer users, groups, and roles
Establish and interact with configuration management database (CMDB), and manage data with import sets, update sets and transform maps
Establish and interact with key process applications including Knowledge Base and Service Catalog; use Service Catalog to create items and record producers, variables and workflows
Create workflow activities and approvals
As part of a team, monitor infrastructure performance and take action as needed, troubleshoot and resolve technical issues and recommend service improvements
Create new applications and new modules to establish an information hierarchy
Personalize and create forms and fields for the various roles and groups to target company requirements
Define and implement Service Level Agreements (SLAs), notifications, alerts and reports
Implement security scheme and controls by using contextual security; control system access and data security
Establish a maintenance schedule through the ServiceNow upgrade calendar
Partner closely with stakeholders within and outside of IT, with external consultants, and with peers at other institutions to document business requirements/process and build solutions
Manage a high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work;
Adhere to established testing, change management, and communication guidelines
Develop and maintain up-to-date technical and administration documentation for the system;
Document and understand patterns of business activities across IT and Operations/Facilities HBS;
Work within the School's existing IT infrastructure to assist in project development, testing, and implementation of system upgrades;
Develops and maintains deep knowledge of current industry trends, staying abreast of changes, in order to provide technology leadership in that arena for the School;
Participate in the evaluation of other technologies (eg, JIRA, SharePoint) that might be integrated with the current environment;
Answer Tier I, II and III support requests;
Escalate support requests/Incidents/Major Incidents as needed;
Assume additional responsibilities as needed.
Salary Grade: 058
Union: 00 - Non Union, Exempt or Temporary
Five (5) years of experience as a system administrator or end of the line support, with progressive increase in responsibility; experience with custom-built products preferred.
Three (3) years of experience as a system administrator for ServiceNow.
Experience with IT Service Management and the ITIL framework.
ServiceNow administration training.
Higher education and/or nonprofit educational business process experience.
Knowledgeable about best practices related to system administration.
Monitor infrastructure performance and take action as needed, troubleshoot and resolve technical issues and recommend service improvements.
Additional Skills and Abilities Desired
Bachelor's degree in computer science, technology, management information systems, computer engineering, or a similar degree with equivalent related work experience.
Understanding of product development principles, as well as the SDLC.
Familiarity with Agile software development.
Adaptable, flexible; uses grace & tact under pressure; unflappable when confronting challenges; resilient; positive outlook and "can-do" attitude.
Respectful & approachable style.
Strong analytical, interpersonal, and communication skills.
Ability to work effectively with a team.
Ability to troubleshoot and communicate effectively with faculty and staff with varying degrees of technical knowledge/aptitude.
Ability to be flexible, open-minded, and comfortable with changing responsibilities and duties as new and additional needs become known.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. T...he University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.