ServiceNow Systems Administrator @ University of Miami

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The University of Miami Health System, "UHealth", IT Department has an exciting opportunity for a Full-time ServiceNow Systems Administrator to work in Miami.

The ServiceNow Systems Administrator maintains and supports the integrity of the operating system environment, various computer systems, and servers. Ensures effective provisioning, installation, configuration, operation, and maintenance of systems hardware and software, and related infrastructure and support fast recovery from emergency situations.

Core Responsibilities:

Provide routine administration on the ServiceNow platform, including managing user access, roles, and basic system configurations. Support the setup and configuration of core ServiceNow modules in line with departmental needs.
Act as a primary point of contact for ServiceNow-related issues, responding to user-reported incidents and fulfilling service requests. Conduct initial troubleshooting for ServiceNow-related issues, resolving where possible, and escalating more complex issues as needed.
Perform daily system checks within ServiceNow to ensure optimal performance and availability. Regularly review logs and monitor key metrics, identifying and reporting any irregularities that may impact performance or availability.
Assist in ensuring data integrity by maintaining accurate and complete records within the ServiceNow platform. Follow established protocols for data management and compliance, including verifying proper categorization of incidents and requests.
Contribute to the ServiceNow knowledge base by documenting common issues, troubleshooting steps, and user guides. Ensure that documentation remains current and accessible, supporting effective user self-service and team knowledge-sharing.
Support for System Updates and Maintenance: Assist in applying updates and patches to the ServiceNow platform as directed by senior administrators. Participate in testing new features, documenting test results, and supporting the rollout of changes to minimize user disruption.
Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions:

ServiceNow Platform Support and Troubleshooting: Serve as the initial support contact for the ServiceNow platform, handling basic technical issues and system inquiries. Assist with diagnosing routine problems, resolving common errors, and guiding users on proper system use.
User Access and Role Management: Administer user accounts, groups, and access levels within ServiceNow to ensure appropriate permissions across departments. Responsibilities include creating new accounts, updating access based on role changes, and periodically reviewing permissions to maintain security and compliance standards.
Incident Management and Escalation: Respond to and resolve low-complexity ServiceNow incidents. Perform initial troubleshooting for issues such as login errors, navigation difficulties, and minor configuration changes. When necessary, escalate unresolved or complex issues to senior administrators or the ServiceNow technical team.
Request Fulfillment: Handle routine service requests on the ServiceNow platform, such as updates to user profiles, standard role assignments, and configuration item adjustments. Process these requests according to established guidelines to ensure efficient and accurate support.
System Health Checks and Monitoring: Perform daily system health checks, ensuring key functions are operating as expected. Review system logs for potential errors and address any alerts. Proactively escalate any significant issues to maintain optimal system performance and minimize downtime.
Knowledge Base Contributions: Create and maintain documentation of common issues, troubleshooting steps, and support procedures for the ServiceNow knowledge base. Ensure that knowledge articles are current and comprehensive to support both end-users and internal team members.
End-User Training and Guidance: Offer guidance to users on using the ServiceNow platform, helping them navigate key features, submit requests, and report incidents. Conduct brief training sessions or tutorials as needed, reinforcing best practices for basic system use.
Documentation and Support Reporting: Record all incidents, service requests, and resolutions in ServiceNow. Generate reports on recurring issues, support response times, and user feedback to help improve overall service and efficiency.
Collaboration with IT Teams: Work closely with other IT support teams to ensure alignment and continuity in service delivery. Participate in team meetings to discuss any system updates, known issues, or procedural changes, fostering a collaborative and well-informed support environment.
Other duties as assigned.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS:

Bachelor’s degree in relevant field
Minimum 1 year experience on ServiceNow platform
ServiceNow certification preferred (Systems Administrator)
Skill in completing assignments accurately and with attention to detail.
Ability to analyze, organize and prioritize work under pressure while meeting deadlines.
Ability to process and handle confidential information with discretion.
Ability to work evenings, nights, and weekends as necessary.
Commitment to the University’s core values.
Ability to work independently and/or in a collaborative environment.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff