ServiceNow & Systems Administrator

Service Now & Systems Administrator

International Dairy Queen, Inc. (IDQ), based in Minneapolis, Minnesota, is the parent company of American Dairy Queen Corporation and Dairy Queen Canada, Inc. Through its subsidiaries, IDQ develops, licenses, and services a system of more than 7,800 DQ restaurants in more than 20 countries. IDQ is a subsidiary of Berkshire Hathaway, Inc. For more information, visit

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

We have an exciting opportunity available for a Service Now & System Administrator based out of our corporate office in Bloomington, MN. The IT System Administrator acts as a crucial liaison between the IT Service Desk and Infrastructure teams, ensuring seamless communication and efficient operations. This role encompasses a diverse range of responsibilities, including Service Desk support, Service Now administration and development, SharePoint and Teams administration, and other essential IT system administration duties.

Key Accountabilities Include:

Service Desk Support:

• Provide advanced technical support and guidance to the IT Service Desk team.
• Troubleshoot and resolve complex technical issues escalated from the Service Desk.
• Ensure timely and effective resolution of service requests and incidents.
• Document system configurations, procedures, and policies.

System Administration:

• Collaborate with the engineering team to design, implement, and maintain IT infrastructure solutions, including network, server, and storage systems.
• Manage and maintain Intune, SharePoint sites and Teams services, providing user support, troubleshooting, and training. Implement and enforce SharePoint and Teams governance policies.
• Act as a bridge between the Service Desk and Infrastructure teams, facilitating communication and collaboration.
• Monitor and maintain IT systems, ensuring high availability and performance.

Service Now Administration and Development:

• Administer, develop, and customize the Service Now platform, including creating and managing workflows, scripts, and automation.
• Optimize platform performance and usability, and perform maintenance, updates, and upgrades.
• Manage user roles, permissions, and security, and implement security policies to ensure compliance.
• Implement and refine Service Now modules (e.g., ITSM, RSM), and configure and maintain system integrations.
• Ensure data integrity, develop reports, and manage licenses and vendor interactions.
• Monitor performance, troubleshoot issues, and provide user support, including maintaining documentation.
• Contribute to governance and continuous improvement.

Communication & Collaboration:

• Communicate effectively, verbally and in writing with people at all organizational levels.
• Work in a team environment making positive contributions to the organization.
• Establish and maintain effective relationships with staff members, customers, and vendors.
• Other duties as assigned or required.

The US national base salary range for this position is $86,377 - $105,811. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.

Required:

• Proven experience as an IT System Administrator or similar role.
• Strong knowledge of IT infrastructure, including servers, networks, and storage systems.
• Proficiency in Service Now administration and development.
• Experience with SharePoint administration.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Familiarity with ITIL/ITSM framework and best practices.

Preferred:

• Associate's degree in computer science, Information Technology, or…