ServiceNow Administrator, Enterprise Systems

Position: ServiceNow Administrator, ITS Enterprise Systems
Position Details

Position Information

About Hofstra

Hofstra University is nationally ranked and recognized as Long Island's largest private university located in Hempstead, N.Y. When you work at Hofstra, you join a team of talented professionals committed to preparing students for the challenges of tomorrow, in an environment that cultivates learning through the free and open exchange of ideas for the betterment of humankind. The work we do at Hofstra supports the education and well-being of our students, and the workforce of the future.

While working towards this mission, employees can take advantage of many enriching experiences on campus. Whether it's a lunchtime lecture, a Division I NCAA athletics game, a musical concert, a theatre performance, or a visit to one of our two accredited museums, there is always something exciting to do oy the ease of going to the fitness center, taking a swim, or grabbing a bite to eat without having to leave our beautiful campus!

Hofstra University is dedicated to recruiting and retaining a highly qualified and diverse academic community of students, faculty, staff, and administrators respectful of the contributions and dignity of each of its members. We welcome applications from individuals of all backgrounds and experiences and are committed to building a diverse and inclusive community.

Position Title
Service Now Administrator, ITS Enterprise Systems

Position Number
899604

Position Category
Administration

School/Division
ITS Enterprise Systems (division)

Department

Full-Time or Part-Time
Full-Time

Description

Reporting to the Associate Director of Next-Generation Systems, the Service Now Administrator is responsible for the overall administration, development, operation, security, and maintenance of the Service Now platform, which serves as the system of record for the Information Technology Services (ITS) division. The Service Now Administrator works closely with the ITS senior leadership team and other stakeholders to identify and apply Service Now technologies to enable the transformation of the division's processes and operations toward a more agile way of working.

We strive to use Service Now in ways that simplify the user experience, improve transparency and communication, reduce technical barriers, and automate repetitive tasks.

Responsibilities include, but are not limited to:

• Monitors the performance and health of the University's Service Now instances.
• Ensures regular maintenance, upgrades, and other actions are completed as required to ensure reliability.
• Performs day-to-day troubleshooting and resolves issues.
• Implements new features and functionality as requested by ITS senior leadership, e.g. CMDB, Hardware Asset Management (HAM) Pro, etc.
• Evaluates and responds to requests to add or change functionality, including catalog items and workflows.
• Manages all catalog items.
• Continuously assesses Hofstra's Service Now configuration.
• Identifies and communicates opportunities to make refinements, incorporate new or updated features, and/or eliminate unnecessary customization.
• Ensures the division's use of Service Now and the system's configuration is aligned with best practice.
• Performs other related duties as assigned.

Qualifications

• Bachelor's degree required.
• At least three (3) years administering the Service Now platform, with specific experience administering the following applications (implementation experience for each is strongly preferred):
  • IT Service Management (ITSM), including incident, problem, change, and knowledge management.
  • IT Asset Management (ITAM), including CMDB, HAM Pro, and SAM Pro.
  • IT Procurement.
  • Service Portal, including creating and maintaining catalog items, workflows, one-time and recurring billing, and shopping carts.
  • Employee Center.
• Proven excellence in client contacts and strong communication skills.
• Ability to work both independently and within a matrixed team structure.
• Willingness to collaborate, share ideas openly, and learn.
• Demonstrated understanding of, sensitivity to, and respect for the academic, cultural and social diversity in the Hofstra University community.

Preferred Qualifications

• Service Now Certified System Administrator or Certified…