Systems Administrator

at CAI in Springfield, Illinois, United States

Job Description

Job ID Number

R3234

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As the Systems Administrator, you will administer and maintain the ITSM platform, including configuration, customization, and administration.

Job Description

We are looking for a Systems Administrator for a fully remote 11 month contract with possibility of extension. The candidate selected will have expertise in administering and maintaining the ITSM platform, including configuration, customization, and administration.

What You’ll Do

+ Expertise in administering and maintaining the ServiceNow IT Service Management (ITSM) platform, including configuration, customization, and administration

+ Ensure the stability and performance of the ServiceNow platform by performing regular maintenance, updates, and upgrades

+ Manage and oversee the lifecycle of incidents, problems, and changes within the ServiceNow ITSM framework

+ Ensure timely resolution and documentation of incidents and problems, and effective management of changes.

+ Develop, configure, and maintain the Service Catalog, ensuring that services are accurately represented and easily accessible to users

+ Streamline the request fulfillment process to enhance user experience and operational efficiency.

+ Maintain and optimize the CMDB, ensuring data accuracy and completeness

+ Integrate CMDB with other IT systems to provide comprehensive visibility of IT assets and relationships

+ Design and implement automated workflows within ServiceNow to streamline IT processes and enhance efficiency

+ Collaborate with stakeholders to gather requirements and develop solutions that meet business needs

+ Integrate ServiceNow with other enterprise systems and applications using REST/SOAP web services, APIs, and other integration technologies

+ Ensure seamless data exchange and interoperability between ServiceNow and other tools

+ Develop and maintain ServiceNow reports, dashboards, and performance analytics to provide actionable insights to stakeholders

+ Monitor and analyze key performance indicators (KPIs) to drive continuous improvement

+ Provide training and support to end-users and stakeholders to ensure effective utilization of the ServiceNow platform

+ Develop and maintain user guides, training materials, and documentation

+ Ensure that ServiceNow configurations and processes comply with organizational policies, industry standards, and regulatory requirements

+ Implement security best practices to protect sensitive data and maintain the integrity of the ServiceNow platform

+ Manage ServiceNow-related projects from initiation to completion, ensuring timely delivery and alignment with business objectives

+ Collaborate with cross-functional teams, including IT, business units, and external vendors, to deliver high-quality ServiceNow solutions

+ Identify, analyze, and resolve technical issues within the ServiceNow platform

+ Provide expert-level troubleshooting and support to ensure platform stability and user satisfaction

+ Stay current with ServiceNow features, updates, and industry best practices

+ Proactively identify opportunities for process improvement and optimization within the ITSM framework

What You’ll Need

Required:

+ Bachelor’s degree in Business Administration, Computer Science, Engineering, MBA, or related field

+ 5+ years of experience in ServiceNow IT Service Management (ITSM).

+ Extensive experience in developing, supporting, and administering ServiceNow ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB

+ Experience in working with large IT teams to execute and lead successful project implementations

+ Ability to manage ServiceNow-related projects, ensuring timely delivery and alignment with business objectives

+ Strong understanding of ServiceNow platform architecture, including configuration, customization, and integration

+ Proficiency in scripting languages such as JavaScript, HTML, CSS, and Glide

+ Ability to effectively prioritize and execute tasks in a fast-paced, high-velocity environment.

+ Strong analytical skills to identify, analyze, and resolve technical issues within the ServiceNow platform.

+ Ability to drive effective meetings: workshops, design, and problem-solving sessions

+ Ability to present ideas in business-friendly and user-friendly language; demonstrated aptitude for working with, supporting, and communicating with users and customers

+ Experience in identifying opportunities for process improvement and optimization within the ITSM framework

+ Ability to stay current with ServiceNow features, updates, and industry best practices to ensure continuous improvement

+ Experience in documenting processes, configurations, and workflows to meet compliance and governance requirements

+ Understanding of regulatory requirements and ability to ensure ServiceNow configurations and processes comply with organizational policies and industry standards

+ Ability to provide training and support to end-users and stakeholders to ensure effective utilization of the ServiceNow platform.

+ Experience in developing and maintaining user guides, training materials, and documentation.

Physical Demands

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.