Sr. Service Now System Administrator at International Rescue Committee

International Rescue Committee

  • Kenya
  • Permanent
  • Full-time
  • 16 days ago
The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization.Sr. Service Now System AdministratorMajor Responsibilities:Primary responsibilities include but are not limited to:
  • Provide Tier 2/3 end-user support for ServiceNow related issues, including trouble shooting and resolution.
  • Lead development, configuration, and maintenance of core modules such as Problem Management, CMDB, Service Catalog, HAM, SAM.
  • Lead integration of ServiceNow with other enterprise systems (Workday, Integra, etc.)
  • Stay current with ServiceNow releases and new features and recommend adoption strategies.
  • Advise Product Owner and Business Leadership on ServiceNow implementation and integration technical best practice
  • Design and implement complex workflows, business rules, UI policies, client/server scripts and automation.
  • Produce documentation necessary to facilitate usage of the system including user and admin guides.
  • Collaborate with stakeholders to gather and document solution requirements for critical incidents and requests.
  • Provide expertise and lead delivery of all major releases/upgrades from ServiceNow.
  • Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
  • Monitor system performance and proactively identify and resolve issues.
  • Support System Admin in developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.
  • Provide mentorship and guidance to junior administrators and developers.
Key Working Relationships:
  • Position Reports to: Associate Director, Business Systems — IT
Other Internal and/or external contacts:
  • Internal: Application users and system stakeholders
  • External: Software and system vendors, Managed Services provider, Implementation partners
Job Requirements:Experience Requirements
  • Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
  • Minimum 5 years of hands-on experience with ServiceNow administration
  • ServiceNow Certified System Administrator (CSA) certification
  • Strong understanding of ITIL processes and best practices
  • Experience with scripting and integrations
  • Experience troubleshooting, analytical, and communication skills
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