About the Role:
Perform administration, configuration, and ongoing maintenance of the ServiceNow platform; including supporting and building processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Service Portal, and other service modules as well as support for custom scoped applications that deliver enterprise-wide business processes. Work with IT infrastructure, operations, and business stakeholders to identify, document, and implement solutions; including enhancements and customizations to meet usage requirements. Responsible for maintaining the ServiceNow hosted environments, performing upgrades, testing, migrations, and providing problem research and resolution support as required.
What You Will Do:
- Proactively manage and oversee all aspects of the company ITSM tool / ServiceNow instance ensuring platform availability and reliability.
- Responsible for the development of workflows and applications within the ServiceNow platform, which support the streamlining and automation of business processes by using scripting tools and ServiceNow functionality to create automation for routine tasks being done in ServiceNow.
- Coordinates and maintains relationships with related the related ServiceNow process teams including, but not limited to Incident Management, Problem Management, Knowledge Management, Change Management, CMDB and Service Catalog.
- Responsible for user management, managing platform upgrades, development, QA, and production environments. Producing reports and dashboards based on defined measures, metrics and KPI.
- Act as the ServiceNow main point of contact for administration, configuration, monitoring, maintenance, and support of the ServiceNow platform and associated applications
- Responsible for developing and maintaining integrations between the ServiceNow and external systems, while also participating in weekly Change Review Board meetings, Weekly, Monthly Operations Reviews, etc.
- Works closely with stakeholders to obtain supporting information and data to develop a consistent view of product performance, quality, and operational support functions.
- Contributes to estimates on work in a timely manner and delivers against them
- Assists other IT departments with tasks and troubleshooting as needed.
- Evaluates new industry software and/or infrastructure technologies to stay current on emerging technologies and future expectations.
- Ensures the quality of applications and/or infrastructure technologies through testing applications and following IT standards and guidelines.
- Builds test data necessary to perform the tests, experience with automated test frameworks preferred.
- Responsible for ensuring applications and/or infrastructure meet security standards as defined by IT.
- Identifies and reports risks to technologies, experience with ServiceNow integrated Risk Management preferred.
- Understands the data as part of the technologies being supported.
- Helps to maintain documented processes, best practices, and standards.
- Other duties as
Specialization Areas:
- Application Administration: Supports business line requests for customization of third-party Provides installation, maintenance and support for third party applications.
- Disaster Recovery: Understanding of IT infrastructure, network, storage, and security technologies to guide the preparation of related recovery Familiarity with Cloud is desirable. Project management, planning, and organizational skills.
- Business Intelligence: Analyze data requirement across the enterprise, consulting with stakeholders on business needs, translating business needs into analytics/reporting requirements, and interfacing with internal clients to ensure successful delivery of reporting.
- Test Analysis: Gather data, build, and execute test plans and test cases in coordination with team to test products, features and enhancements for the software release.
- Other duties as assigned
What You Will Need:
- Bachelor's degree in technical field or equivalent education and work
- Master's degree preferred.
- Typically, requires a minimum of 8 years professional IT development or support experience or in an IT development
- General knowledge of the software development lifecycle, preferably Agile/Lean.
- Experience with any of the following technologies: AWS, Windows Server environments, General knowledge of .NET, SSIS, IIS, Power BI, SQL, SQL Server.
- Experience with Visual Studio, Azure DevOps, Git, or other source control tools preferred.
- Effectively work within a team environment
- Effective written and oral communication
The responsibilities listed above are not all inclusive and may be changed at any time.
Salary range: $82,918.25 – $153,136.92
The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future.
This role is also eligible for an annual performance-based incentive opportunity. Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.
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