Senior Application Administrator Job at The Jackson Laboratory
Senior Application Administrator - ITSM
Come join the growing JAX IT Service Management Team! We are in search of an enthusiastic, detail-oriented, and committed individual to help support our internal customers and grow our use of the ServiceNow platform. This year we are kicking off an exciting automation project which aims to further leverage the existing JAX IT Service Management platform and practice to automate daily routine tasks currently performed manually by IT support staff and partner vendors.
The Senior Application Administrator – ITSM will work in close partnership with ServiceNow developers and ITSM practice leads as part of an Agile Scrum Team. This position will perform day-to-day support and maintenance of the ServiceNow platform which might include working on platform upgrades/functional updates, analyzing log files, configuring file changes, updating installation and configuration documents as well as performing validation/testing and performing technical issue/problem resolution support. They ensure application provisioning and maintenance are consistent with company goals, required service level agreements, industry best practices, and regulatory requirements.
The incumbent utilizes tools and best practices in support and expansion of platform, including programming and scripting as required. Also, understands business process flows within the application and can configure and maintain such flows. A Senior Application Administrator possesses greater demonstrable experience with the required application or platform; the demonstrated ability to lead projects to completion with minimal direction; coordination of activities across departments in the use and expansion of the application platform; participation in operational planning; and contribution technology platform planning.
Key Responsibilities
Application Support
- Day-to-day support administration, configuration, and ongoing maintenance of the ServiceNow platform.
- Triage and diagnose process and technical issues with end users
- Document, track, and monitor incidents to ensure a timely resolution
- Fulfill Requests and triage enhancement demand
- Build ad-hoc reports and dashboards
- Conduct requirements gathering sessions with JAX Stakeholders as needed to ensure business process/requirements are considered for new Catalog Request Items and other system enhancements
- Ability to complete development work for basic stories as approved in Azure DevOps; conduct show back and manage UAT with Stakeholders as needed
- Adheres to internal ITSM standards, policies, and work instructions
Application Operations Management
- Develop administrative and support knowledge of ServiceNow and other ITSM processes, systems, and services
- Stay abreast of new features and functionality, playing a key role in driving continual improvement.
- Monitor the health of the system; administration and debugging tasks; research and prepare a response plan for any messages sent from ServiceNow
- Assistance with rollout and transition into the production of new components delivered by the ServiceNow project team
- Participate in the annual upgrade project; coordinate UAT and required upgrade tasks and scheduling
Acquisition and Deployment
- Ability to manage Update Set creation and migration
- Support Changes and releases through adherence to Change Management and our agile methodology (Azure DevOps)
Operations & Planning
- Assist in the application technology planning, including new deployments, future needs, and systems integration.
- Provides suggestions for and participates in process improvement and performance measures.
Qualifications
- BS degree in any of the following: Computer Science, Computer Engineering, Computer Information Systems, or Computer Systems Engineering or equivalent years of experience
- Minimum 2+ Years of experience with ServiceNow
- Minimum 2+ Years of experience with IT Service Management / ITIL: Incident, Problem, Change Management, Knowledge, Service Catalog, Configuration Management
- Knowledge of the principles, methods, and techniques used in ServiceNow systems administration and support.
- Possess and applies broad general knowledge of IT principles, practices and procedures to the completion of difficult assignments. Must follow ITIL best practice processes.
- Ability to lead small projects
- Ability to lead others
- Effective written, oral, interpersonal, and relationship-building skills.
- Ability to present ideas in user-friendly language.
- Analytical and problem-solving abilities.
- Ability to conduct research into software issues and products as required.
- Proven exceptional customer experience skills.
- Self-motivated and directed, with keen attention to detail.
- Skills in organizing resources and establishing priorities as well as multitasking.
- Effective interpersonal relations skills sufficient to permit the incumbent to effectively work with a broad range of people from a wide variety of professional disciplines.
- Ability to communicate clearly and concisely with others, orally and in writing as well as the ability to translate technical knowledge to personnel with a broad range of experience/expertise levels. Ability to apply industry best practices in customer service skills.
- Occasional travel to lab sites required
Pay Range: $75,743.01 - $130,195.50
#LI-Remote
#LI-MJ1
About JAX:
The Jackson Laboratory (JAX) is an independent, nonprofit biomedical research institution with more than 2,400 employees. Headquartered in Bar Harbor, Maine, it has a National Cancer Institute-designated Cancer Center in Augusta, Maine, a genomic medicine institute in Farmington, Connecticut, and facilities in Ellsworth, Maine, Sacramento, California, and Shanghai, China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.
JAX employees work in a collaborative, value-driven, and team-based environment where the focus is on advancing science and improving patients’ lives. Researchers apply genetics to increase the understanding of human disease and advance treatments and cures for cancer, neurological and immune disorders, diabetes, aging, and heart disease. JAX was voted among the top 15 “Best Places to Work in Academia” in the United States in a poll conducted by The Scientist magazine!
EEO Statement:
The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.
Please Note :
www.epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.