Rutgers, The State University of New Jersey, is seeking an ITSM Application Administrator for the Office of Information Technology Service Management Office (SMO). This position reports to the Associate Director of IT Service Management. The Application Administrator participates in ongoing administrative support and end-user support for SMO-managed systems and cloud services;
Among the key duties of this position are the following:
Maintains the stability and usability of SMO-managed systems and cloud services by performing application maintenance, managing first-level support for incidents/requests/changes related to SMO-managed applications, and contributing to software releases by delivering configuration tasks and features.
Works closely with the ITSM Project Team.
Develops, tests, and implements system configurations and workflows.
Diagnoses the underlying drivers of performance gaps.
Informs continuous improvement initiatives, and demonstrate the ROI and business value of SMO-managed systems and cloud services.
Applies effective communication, analytical, and problem-solving skills to help demonstrate the business value of OIT's investment in the Rutgers University ITSM platform (ServiceNow).
Supports the ITSM Business Analysts, the ITSM Training Administrator, and the ITSM Data Analyst.
Minimum Education and Experience:
Bachelor's degree in Math, Engineering, Business Administration, Computer Science or related field; or an equivalent combination of education and/or experience.
A minimum of five (5) years of experience in information services/technology.
Required Knowledge, Skills, and Abilities:
Working knowledge of ServiceNow core architecture, especially modules such as Service Catalog, Incident/Change/Problem/Configuration Management.
Experience writing and testing client and server scripts.
Working knowledge of design, development, and operation of databases and web pages.
Experience providing ongoing production support and end user support to include managing incidents, requests, problems, changes, and account/group administration.
Experience in functional and non-functional requirements gathering and analysis.
Experience conducting facilitated workshops to review requirements with IT and non-IT stakeholders.
Excellent written communication skills.
Polished verbal communication skills.
Familiar with overall IT concepts, practices, and procedures.
Excellent analytical and creative problem-solving skills.
Experience with data, business, and technical requirements gathering and analysis.
Ability to communicate and translate requirements between technical and business teams.
Proficient in analyzing complex data models, workflow processes and procedures.
Willingness to observe and analyze patterns, trends, and correlations in Higher Education, technology, and business practices, and (re)train as necessary to remain current in modern IT service management and business analysis best practices, frameworks, standards, and methodologies.
Ability to work independently or in teams.
Experience in a Higher Education technology environment.
Experience with asset, configuration, knowledge, and continual improvement management.
Knowledge of and experience defining meaningful CSFs, KPIs, and metrics for IT service and support.
ITIL Foundation Certification
ServiceNow Administrator Certification (Paris release or later)
Knowledge of the ServiceNow Common Services Data Model (CSDM).
Experience with Microsoft Office products, including MS Excel, Visio and Project.
Demonstrated experience in the configuration and administration of ServiceNow Service Portal, Service Portfolio, Service Catalog, and Request Management features and functions.
Strong background in integrated IT Service Management principles, frameworks, and methodologies (ITIL, LeanIT, Agile, DevOps, and Cloud Computing).
Competency-based certification as a ServiceNow System Administrator is required within twelve months of hire.
Posting Number: 21ST0908
Location: Cook (RU-New Brunswick)
Internal Number: 130364
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.