Senior ServiceNow Administrator

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report , we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career

JOB SUMMARY

As a member of the Information Resources (IR) team, the Sr. ServiceNow Administrator plays a pivotal role in the reimplementation and operations of ServiceNow at UTSW. This position is responsible for maintaining issues related to ServiceNow production instance, resolves incidents and administrative tasks, such as granting and revoking access, configures reports, monitors the health and usage of the platform applications, coordinates upgrades, and creates/updates testing scripts as needed for a successful upgrade. Additionally, the Sr. ServiceNow Administrator is the key user sign off/approver, performs log analysis, performance monitoring, integration monitoring, and problem investigations. The Sr. ServiceNow Administrator will also be part of our design and re-implementation team as we move forward. Our ideal candidate is structured and organized in their approach to leadership, possesses a forward-thinking/continuous process improvement mindset, and is self-directed. This position does not support H1B visa sponsorship. Incumbent must reside in the Dallas/Ft. Worth Metroplex.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

PPO medical plan, available day one at no cost for full-time employee-only coverage

100% coverage for preventive healthcare-no copay

Paid Time Off, available day one

Retirement Programs through the Teacher Retirement System of Texas (TRS)

Paid Parental Leave Benefit

Wellness programs

Tuition Reimbursement

Public Service Loan Forgiveness (PSLF) Qualified Employer

Learn more about these and other UTSW employee benefits

EXPERIENCE AND EDUCATION

Required

Education

Bachelor's Degree in business administration, computer science, or other related field (or equivalent work experience).

Experience

5 years of ServiceNow administration or related field and 3 years, at least, of IT experience and a solid understanding of complex ServiceNow platform concepts, including forms, workflow, business rules, and integrations. Subject matter expert on the ServiceNow platform.

Licenses and Certifications

ServiceNow Certified System Administrator (CSA) certification Upon Hire

ITIL IV certified is a requirement within 180 Days

JOB DUTIES

Resolve incidents reported in the ServiceNow queue.

Manages system security: user/group access, administration, access control lists.

Maintain health, usage, and overall compliance of ServiceNow and its applications.

Builds and maintains internal technical documentation, manuals, policies, and processes.

Design, develop and deploy solutions utilizing the ServiceNow platform.

Understands how ServiceNow can enable the client to become more efficient and configure the platform to achieve measurable benefits.

Facilitates and performs application and platform upgrades and creates/performs functional UNIT testing, including maintaining upgrade/clone schedules and communications.

Responsible for ensuring the creation and execution of valid Automated Testing Framework (ATFs) tests.

Develops systems integrations and process automation as needed.

Configures and maintains SLA, catalog items, and their associated workflows.

Supports, administers, and maintains the ServiceNow platform and associated applications.

Works closely with Information Resources (IR) and business partners to strategies, configure and improve core platform capabilities following ITIL best practices.

Engages customers and creates relationships with customers and stakeholders.

Liaison with the ServiceNow vendor for support of application modules.

Provides mentoring to ServiceNow administrators. Work with a collaborative team leading, mentoring ServiceNow administrators and ensuring development efforts are well documented and delivered with quality.

Escalates platform-related issues (capacity, non-compliance with best practice, etc.) to management.

Provides after-hours and on-call support to all high-level, escalated Service Desk issues, as needed.

• Participates and oversees project teams to deploy solutions on the ServiceNow platform.

Influence direct team members and external customers regarding policies, best practices and procedures.

Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.

Benefits UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

PPO medical plan, available day one at no cost for full-time employee-only coverage

100% coverage for preventive healthcare – no copay

Paid Time Off, available day one

Retirement Programs through the Teacher Retirement System of Texas (TRS)

Paid Parental Leave Benefit

Wellness programs

Tuition Reimbursement

Public Service Loan Forgiveness (PSLF) Qualified Employer

Learn more about these and other UTSW employee benefits