ServiceNow Admin/Developer

Information Technology
in Miami Gardens
, FL
Reference: 19-01762

Job Description:

This is a technology-focused position working directly with other IT professionals, doctors and team members in a dynamic and professional environment to provide the highest level of quality healthcare to all patients. Reports to Sr. IT Support Manager. The ITSM System Administrator will be responsible for the management and maintenance of ServiceNow Applications that support the ITIL process which include Incident, Problem, Change, CMDB, Service Catalog and Self Service Portal.

Primary Duties and Responsibilities:

  • Administer the ITSM Service Desk Tool (ServiceNow)
  • Troubleshoot escalated tickets from lower tiers
  • Work with internal IT Support Teams to ensure that the ServiceNow configuration supports business and Technical requirements
  • Develop and Design Forms and Workflows as needed
  •  Manage ITSM enhancement projects to support business needs
  • Manage Users, Groups and Security Roles within the ITSM tools
  • Develop Service Catalog and Self Service Portals and Items as needed
  • Training of new hires on all policies, procedures and company standards
  • Manage relationships with key suppliers, vendors, and service providers
  • Act as Project Manager for ITSM deployments to ensure the proper infrastructure installation while meeting project deadlines
  • Monitors system Health and conducts performance testing
  • Create ITSM Process documentation and training Materials
  • Create business Rules and System UI’s
  • Assist with Data analysis and reporting of KPI’s and other metrics
  • Create various technical documents, troubleshooting knowledge bases, and training guidelines
  • Test all new systems to make sure that they are compatible with company standards
  • Support Additional Application Administration as needed
  • Assist with and complete various tasks for other Administrators when necessary
  • Other duties as assigned and modified at manager’s discretion

Knowledge, Skills, and Abilities: 

  • Excellent communication, customer service, and organizational skills
  • Ability to prioritize and multi task
  • Detailed oriented
  • Knowledge of ITSM tool Administration, ServiceNow preferred
  •  Ability to troubleshoot complex problems
  • Ability to travel freely
  • Microsoft System Center Configuration Manager a plus
  • Intermediate Knowledge of Networking (IP Protocols, Routers, Switches, Broadband, and Fiber communications) and Systems (Windows and Linux)
  • Basic Project Management skills
  • Ability to work in a fast paced environment
  • Ability to train others in technical hardware and software company protocols
  • Fluent in English

Education/Specialized Knowledge Requirements:

  • Bachelor’s Degree in IT field preferred
  • A+, Network+, Security+ Certifications preferred
  • Health Industry Knowledge and Experience preferred
  • ITIL certification preferred
  • Four (4) years of IT system related experience