SUMMARY: The ServiceNow System Administrator demonstrates a strong working knowledge of the ServiceNow platform and has responsibility for all aspects of analysis, design, architecture, development, deployment, operations, administration, and training. This role supports the ServiceNow core infrastructure, including IT Service Management, IT Operations Management, Discovery, and Performance Analytics. The ServiceNow administrator researches and deploys new releases and enhancements to support daily system operations and handles complex issues or problems related to the platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Performs programming, administration, service portal customization, and maintenance of the ServiceNow platform.
• Designs and modifies Request, Incident, and Change Management workflows and other applications and services for ServiceNow Fulfiller groups.
• Develops and maintains workflows for major incident management. Builds and maintains business rules, forms, lists, user interface components and scripts, tables, menus, and access control lists.
• Manage Knowledge Base for Technicians and Self Service Portal.
• Assist IT Management in the development of SLA definitions for system uptime and incident response time.
• Interacts with the system vendor to perform routine system updates, version upgrades, and other maintenance and troubleshoot system issues.
• Maintains configuration management database (CMDB) and the processes for discovering configuration items (CI) that are ingested in the CMDB.
• Facilitates ServiceNow system integration with third-party software when required.
• Development of Service catalog, which includes creating new catalog items, designing workflows, and catalog portal page customization.
• Participates in planning and execution of any ServiceNow based initiatives for the organization. Conducts needs assessments, identifies requirements, evaluates, and provides recommendations for business units requesting to establish service request management as well as other ServiceNow modules.
• Works with IT project managers, developers, and business analysts to design and develop solutions to address business needs.
• Follows best practice guidelines and procedures as needed for administering the ServiceNow platform.
• Serves as the primary point of contact for all support issues related to the ServiceNow platform.
• Interacts well with team members and communicates effectively with our internal customers, IT personnel, and management.
• Documents processes and procedures for system management and writing and updating department procedures and desk aids related to the ServiceNow system.
• Works collaboratively with business units to train users on the use of the
• Creates system reports for management's review to improve service processes and efficiencies.
• Acts as an escalation point for Logix Service Desk to troubleshoot technical issues related to the ServiceNow platform.
• Accomplishes individual and departmental goals and objectives

QUALIFICATIONS (Education, Experience, Knowledge, Skills & Ability):

• 5+ years of experience in ServiceNow programming and system administration.
• 5+ years of experience in IT Service Delivery.
• Experienced in integrating ServiceNow utilizing LDAP, SSO, REST, SOAP, plugins, and connectors.
• Knowledge of HTML, JavaScript, and CSS technical knowledge of core ServiceNow modules.
• Excellent written and oral communication skills.
• Excellent customer service skills and a demonstrated ability to work with staff and management level personnel.
• Ability to work in a fast-paced, deadline driven environment with the ability to effectively prioritize tasks, organize priorities, and effective time management techniques.
• Ability to work overtime and varying schedules to support organizational goals when needed.
• ServiceNow certification(s) or equivalent experience.
• Experienced with IT Service Management concepts and ITIL Foundation v4 Best practices preferred.
• A Bachelor's degree from four-year college or university and/or applicable industry certifications are preferred.

Must also demonstrate conduct consistently with our Corporate Values:

• Practice open Communication with all levels;
• Be Accountable by taking ownership of customer issues and responsibility for one's actions;
• Foster Teamwork by cooperating and collaborating with other employees;
• Seek ways to make the workplace Fun for oneself & others;
• Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
• Work with a Service Orientation by having a genuine concern for the needs of one's customers and by being friendly, professional and following through on commitments; and
• Demonstrate Humility in all interactions and remember to leave one's ego at the door when one arrives to work

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.