Sr. Infrastructure Analyst: Servicenow Administrator

Hcsc Richardson , TX 75080

Posted 5 months ago

Job ID: ZB-1034241 Description:

As the health care industry continues to rapidly transform, our IT team conceives, develops and delivers impactful technology solutions to support access to quality, affordable health care for our members. We are driven by our collective company purpose: To do everything in our power to stand with our members in sickness and in health. Our IT team unleashes the power of this purpose through technology. We come to work every day to make a difference, and we deliver the highest quality and best solutions to our members.

Job Purpose:

This position is responsible for the day-to-day administration, configuration and ongoing maintenance of the ServiceNow platform supporting key ITIL processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service and other service modules.

Responsibilities include:

  • Perform day to day administration of the ServiceNow system, including making approved changes to process and workflows in ITSM, SecOps or SAM modules

  • Perform ServiceNow implementation tasks including but not limited to: configuration, integration, and testing

  • Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow.

  • Communicate ServiceNow process, operations and capability information to all levels of management and the business.

  • Work with business & IT users to identify and refine business requirements and workflows, as well as determine where ServiceNow can fit into business processes to improve services

  • Activate plugins, work with UI & data policies, business rules, access control levels, alerts & notifications, import & update sets

  • Create ServiceNow reports, dashboards & homepages. Utilize Performance Analytics to collect historical data.

  • Coordinate application and platform upgrades across multiple instances

  • Communicate process changes, enhancements, and modifications - verbally or through written documentation - to management, staff, and other employees so that issues are well understood as they are resolved

Required Job Qualifications:

  • Bachelors Degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience, with 2 years in ITIL Process role.

  • Certified ServiceNow Administrator

  • Two plus years experience with the following:

  • Experience supporting ServiceNow for >20k users

  • Experience implementing ServiceNow, experience with multiple modules (e.g., ITSM & ITAM)

  • Experience gathering and documenting customer requirements and distilling into technical design and testing

  • Extensive experience managing expectations with cross-functional process owners

  • Experience managing relationships with managed services partner(s)

  • Strategic planning and delivery capabilities

  • Experience managing Application release management lifecycle and roadmap

  • ITIL v3 or v4 foundational knowledge

Preferred Job Qualifications:

  • Oral & written communications.

  • Problem solving / analytical skills, tools and techniques.

  • Process engineering and re-design.

  • Teamwork and collaboration.

  • Adaptability / ability to manage change.

  • Problem solving / analytical thinking with a results oriented focus.

  • Conflict management.

  • Navigating organizational politics.

  • CA

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Requirements:
Expertise Information Technology Job Type Full-Time Regular Location TX - Richardson, IL - Chicago


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Sr. Infrastructure Analyst: Servicenow Administrator

Hcsc