Senior Application Administrator

POSITION

Senior Application Administrator

The Senior Application Administrator designs and develops system software in an Agile and ITIL environment, with a focus on the Service Now software IT service management platform. The primary responsibilities for the position include analyzing user needs and developing solutions for the Service Now software platform, applying principles and techniques of computer science, engineering, and mathematical analysis; providing day‑to‑day support and maintenance of the Service Now platform which might include working on platform upgrades/functional updates, analyzing log files, configuring file changes, updating installation and configuration documents as well as performing validation/testing and performing technical issue/problem resolution support;

triaging and diagnosing process and technical issues with end users; updating software or enhancing existing software capabilities; documenting, tracking, and monitoring incidents to ensure timely resolution; developing administrative and support knowledge of Service Now and other ITSM processes, systems, and services; monitoring the health of the system; administration and debugging tasks; researching and preparing a response plan for any messages sent from Service Now;

building ad‑hoc reports and dashboards; conducting requirements gathering sessions with JAX stakeholders as needed to ensure business process/requirements are considered for new Catalog Request Items and other software system enhancements; completing software development work for basic stories as approved in Azure Dev Ops; conducting show back and managing UAT with stakeholders as needed; assisting with rollout and transition into the production of new components delivered by the Service Now project team;

participating in the annual upgrade project; coordinating UAT and required upgrade tasks and scheduling; supporting changes and releases through adherence to Change Management and our agile methodology (Azure Dev Ops); assisting in the application technology planning, including new deployments, future needs, and systems integration; and providing suggestions for and participating in process improvement and performance measures.

Between $85,987 and $143,962/year.

Bachelor’s Degree in Computer Science, Software Engineering, Computer Engineering, or a related field; 2 years of prior experience with Service Now software development in an ITIL and Agile environment, Service Now administration and support;
Java development;
JavaEE technologies and components (e.g. JSP, C, C++); SQL and RDBMS experience (Oracle, DB2 or MS SQL Server); tools and libraries like Docker or Crystal Reports;
Agile development methodologies; implementation experience of IT Service Management (ITSM) frameworks; and ITIL best practice processes.

This position is based at The Jackson Laboratory, 600 Main Street, Bar Harbor, ME 04609 with option to telecommute (U.S. only).

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health. Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease.

It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visit .

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non‑discrimination laws.

Jackson Laboratory