ITSM Associate ServiceNow Administrator

AdventHealth Information Technology

All the benefits and perks you need for you and your family:

• Benefits from Day One
• Career Development
• Whole Person Wellbeing Resources
• Award-winning IT Department

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-Time, Monday – Friday

The role you’ll contribute:

The Associate ServiceNow Admin for the IT Service Management tools will be responsible for configuring and administering in the tools chosen by ITSM. This role will work with the IT Leadership to develop Catalog Items that satisfy the business needs of the IT and other departments seeking to use the IT Service Management tools. This role is primarily responsible for the Platform support handling day to day Tickets adhering to SLA’s.

The value you’ll bring to the team:

• Executes the tasks associated with service design, service transition or service operations (e.g., change, event, problem, and incident), adhering to the service management processes.
• Monitor health, usage, and overall compliance of the ITSM toolset
• Provide Operational support for the customers and handle Incidents and requests in timely manner.
• Acts as first point of contact for support to process owners, managers, and users to evaluate and implement process improvement opportunities.
• Maintain Service Levels set by the organization in support of the IT Service Management tool
• Configuration/customization of the ITSM tools, including creating Catalog Items and delivering business requirements
• Attend Daily standup/Scrum meetings and provide updates on deliverables.
• Ensures all parties understand ownership and accountability between service management supporting teams by communicating consistently and keeping accurate documentation throughout the change management cycle.
• Stays current with emerging trends in service management, proposing and developing plans to further the function.
• Troubleshoot bugs, fix defects, and support users of applications within ServiceNow
• Identify, evaluate, and document opportunities for Continual Service Improvement (CSI) in the Catalog Item Development Responsibilities
• Analyze and fully understand user requirements and current procedures to improve system capabilities, automate Catalog workflows and address scheduling limitations throughout development and delivery
• Perform upgrades and evaluate patches following the organization's Change Management processes
• Creates and provides reports for management, summarizing process compliance.
• Report on Critical Success Factors (CSF) & Key Performance Indicators (KPIs)
• Provide education and training when needed on the IT Service Management tool

Qualifications

The expertise and experiences you’ll need to succeed:

• Bachelor's degree or equivalent professional experience
• Minimum 1 year enterprise experience in IT
• Knowledge of the Service Management toolsets / ServiceNow and how it relates to other ITSM processes
• A fundamental understanding of ITSM, ITIL or CMDB
• Knowledge of JavaScript.
• Familiarity with UI, SQL, HTML and CSS.
• Experience using the ServiceNow platform.
• Self-motivated and disciplined, with excellent analytical, technical, and organizational skills.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Information Systems

Organization: AdventHealth Information Technology

Schedule: Full-time

Shift: 1 - Day

Req ID: 25010385

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.