ServiceNow Administrator

2 months ago

Tarrytown, United States Open Door Family Medical Centers Full time
Job DescriptionJob Description

The ServiceNow candidate will report to the Director of End User Computing and will be responsible for driving the support and enhancements for the company’s ServiceNow platform.

This includes executing the technology roadmap, mapping out the features, enhancements, updates, and new solutions to support the growth and usage of the ServiceNow platform. In addition, the role supports all team members using the ServiceNow platform, inside and outside of IT.

This position provides timely support and troubleshooting to colleagues and end-users, with a high degree of customer service, technical expertise, and responsiveness.

This position requires a strong work ethic and the ability to prioritize and manage multiple requests. In this highly visible role, a successful candidate will demonstrate an understanding for the platform’s capabilities, bring a User centric approach and mindset and always looking for continuous improvement and efficiency. 

The ServiceNow administrator is accountable for the end-to-end delivery of projects related to ServiceNow within Open Door Care Network; meets technology needs, deliver technology updates and enhancements, and corresponds with the vendor(s) to ensure service and support is delivered within agreed SLAs. Maintains information technology projects in line with IT strategies laid out by leadership.

This includes leading cross-functional teams and managing key stakeholders while performing full project management tasks from proof of concept through final implementation.  Delivers weekly updates to management and stakeholders on health and performance of the application.

DUTIES & RESPONSIBILITIES

  • Manage and own, as well as monitor health, administration, usage, and overall compliance of ServiceNow and its modules. 
  • Respond to issues and implement immediate resolution efforts across technology areas and ongoing management of end-user experience.
  • Perform general ServiceNow administration duties such as in-depth knowledge of working incident, request, problem tickets, organize and maintain the CMDB for accurate, reliable auditing and record keeping.
  • Manage all ServiceNow projects and roadmap in JIRA
  • Create documentation for the platform and prepare training materials for ServiceNow users.
  • Continuously look to improve our services by adjusting the roadmap based on IT and business priorities. It’s a must to map out features, enhancements, updates, delivery enhancements, help create communication & awareness program.
  • Offer/suggest improvements in our customer portal, and all components, by automating processes.
  • Introduce suggestions on how to accelerate and automate with ServiceNow Generative AI to improve productivity and efficiency across the organization.
  • Collaborate with platform and delivery teams to perform ServiceNow upgrades and patching.
  • Estimating project effort including review of risks, concerns, status, and issues.
  • Design, customize and optimize reporting capabilities within ServiceNow using built-in dashboards.
  • Optimize reporting and SLA metrics to be distributed to IT management and key stakeholders

QUALIFICATIONS & EXPERIENCE

  • Willingness and ability to travel to Open Door sites and attend offsite meetings as required.
  • Bachelor’s degree in health information technology, Computer Science, or related field.
  • ServiceNow certification with hands-on experience preferred.
  • Strong knowledge of IT service management (ITSM) best practices and standards.
  • ITIL framework certification preferred.
  • Familiarity with PowerShell, JavaScript scripting, and APIs is highly desirable.
  • Excellent interpersonal and communication skills.
  • Familiarity with project management methodologies, such as PMP or Prince2.
  • 1-2 years of working experience with ServiceNow, including modules like Service Catalog, Incident, Problem, Change, Request Asset, CMDB, Discovery Knowledge, FSM, HAM, and SAM.
  • Proficient in creating/modifying portal catalog items, workflows, flow designer flows, portal widgets, business rules, UI actions, UI policies, ACLs, and more.
  • Ability to gather requirements from stakeholders, act as a liaison with management and vendors, and effectively implement solutions.
  • Skilled at reading and understanding technical manuals, procedural documentation, and OEM guides.
  • Strong customer service orientation, with the ability to address issues promptly and professionally.
  • Demonstrated proficiency in both written and verbal communication.
  • Strong skills in documentation and process development.
  • Highly organized and self-motivated, with a commitment to continuous learning and quality improvement.
  • Experience creating workflow charts and capturing processes.
  • Proficiency with Microsoft Office applications, including Visio or similar flowcharting tools.
  • Ability to clearly communicate technical concepts to both technical and non-technical audiences.
Company DescriptionOpen Door Family Medical Center provides health care and wellness programs to individuals and families in need throughout Westchester, Putnam, Ulster and Dutchess Counties. A pioneer Federally Qualified Health Center, Open Door provides more than 300,000 patient visits annually and serves nearly 60,000 individual patients who might not otherwise have access. Open Door offers integrated services and a holistic approach to building healthier communities. Primary medical care, dental care, integrated behavioral health care, clinical nutrition, wellness programs, and chronic disease management are the foundation of its clinical programs.

Founded as a free clinic in 1972, Open Door’s mission of building healthier communities through accessible, equitable, culturally competent health care has led to site and service expansions. Today, Open Door operates centers in Brewster, Mamaroneck, Mount Kisco, Ossining, Port Chester, and Sleepy Hollow, in addition to eight School-Based Health Centers in the Port Chester and OCompany DescriptionOpen Door Family Medical Center provides health care and wellness programs to individuals and families in need throughout Westchester, Putnam, Ulster and Dutchess Counties. A pioneer Federally Qualified Health Center, Open Door provides more than 300,000 patient visits annually and serves nearly 60,000 individual patients who might not otherwise have access. Open Door offers integrated services and a holistic approach to building healthier communities. Primary medical care, dental care, integrated behavioral health care, clinical nutrition, wellness programs, and chronic disease management are the foundation of its clinical programs.\r
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Founded as a free clinic in 1972, Open Door’s mission of building healthier communities through accessible, equitable, culturally competent health care has led to site and service expansions. Today, Open Door operates centers in Brewster, Mamaroneck, Mount Kisco, Ossining, Port Chester, and Sleepy Hollow, in addition to eight School-Based Health Centers in the Port Chester and O