Corporate ServiceNow Request Administrator

About The Role

The IT Service Now Request Administrator (IT SRA) oversees GBCI's service catalog and serves as the subject matter expert for the Service Catalog and Service Request Management practice. This position involves managing user access, fulfillment workflows, and catalog configurations within the Request Management and Service Catalog modules. The IT SRA requires the ability to work independently without detailed, step-by-step instructions. Employees are expected to use critical thinking, problem-solving skills, and sound judgment to manage daily tasks, prioritize competing demands, and achieve desired outcomes.

This role supports stakeholders by answering questions, providing guidance and instruction, developing training materials, and troubleshooting issues as they arise. A significant portion of the position involves assisting requesters with identifying the appropriate services and understanding how and where to submit requests, while demonstrating a high degree of empathy, professionalism, and customer focus.

The IT Service Now Request Administrator designs effective solutions that balance business needs and technical debt, builds and implements catalog updates, performs unit testing, and supports solutions throughout their lifecycle. The role requires strong collaboration and teamwork skills to work effectively with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, and other stakeholders.

The position performs daily operational activities that support request processes and actively contributes to the creation, maintenance, and sharing of knowledge articles and documentation. The IT Service Now Request Administrator implements and supports SLA and OLA processes, provides governance oversight to ensure standards are met, manages incidents through resolution, and identifies opportunities to improve the service catalog and related processes to reduce future incidents and enhance the user experience.

This is a low-code position that includes limited scripting activities, primarily related to catalog form functionality such as showing and hiding fields through Catalog Client Scripts. More advanced scripting and development requirements are coordinated with the development team.

This is a Corporate position located in Missoula, Montana. The mid rate for this position is $45.63 + /hour (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Description

• Service Catalog Administration and Governance – This role is responsible for the ongoing administration, quality, and effectiveness of the Service Now Service Catalog, ensuring service requests are accurately defined, efficiently routed, and delivered in a timely manner to meet the needs of business stakeholders. Responsibilities include maintaining catalog items, forms, workflows, request fulfillment processes, documentation, and related configuration records; coordinating with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, and development resources to ensure solutions align with business requirements and platform standards.
  
  This role will perform basic no-code/low-code configuration updates, scripting, and integration management as well as maintain process documentation and flow diagrams; however, complex development, integrations, and platform engineering activities are performed as part of a designated development Fusion Team, or third-party partners. As the Service Catalog subject matter expert, this role is responsible for promoting service catalog best practices, supporting continuous improvement efforts, assisting in reducing technical debt, and ensuring a complete, accurate, and user-friendly catalog experience across Glacier Bancorp.
• Service Request Management – Act as the subject matter expert for the Service Request Management practice s includes but is not limited to managing request cancellations, communicating with requesters, providing step by step guidance on how to submit requests, providing status updates and increasing priority on existing requests, and implementing SLA and OLA management. Service Level Agreement and Operational Level Agreement management will include monitoring/reporting on adherence, communicating with the appropriate stakeholders, providing reporting to other fulfillment teams and leadership, and…