ServiceNow Systems Administrator # HUJP00010187

06+ Months contract with possible ext.

Boston, MA 02163 Hybrid

pay rate of $65/hr

NOTE:

Work Schedule: 40 hours/week Location: Is the role hybrid? Yes, this role is hybrid.

The expectation is 3 days in office and 2 days from home.

Duration: 5 months - Is there potential for extension or conversion? Yes potential for another year extension FLSA Classification: Exempt Computer Professional Top 3 technical or soft skills you’d like to see that will lead you to request an interview.

Top soft skills would be Problem-Solving/Analytical Thinking, Communication and Collaboration, and Adaptability/Continuous Learning. Top technical skills would be ServiceNow platform expertise and knowledge of the different core modules.

Position Description

Are you excited by the idea of joining a world-class organization at the intersection of higher education and technology? Are you drawn to leveraging workflow automation tools to ensure outstanding service delivery? Can you see yourself working with staff across the organization to create and manage digital workflows? If so, consider joining our team! The IT Planning, Governance & Service Delivery team plays a critical role in driving innovative solutions to solve business problems in support of Harvard Business School’s mission to educate leaders who make a difference in the world.

The ServiceNow System Administrator maintains the stability and usability of the Field Service Management (FSM) module in ServiceNow across all production and non-production environments. They collaborate with internal team members, community stakeholders and third-party vendors to ensure effective planning, development and deployment of solutions that achieve desired business outcomes. The ServiceNow System Administrator uses automation extensively to design, configure, and manage applications in collaboration with the development team.

The ideal candidate will be an energetic technology administrator who is comfortable working with a team as well as independently. The candidate will be able to provide timely assistance during critical situations and production incidents to resolve service problems. The ideal candidate will continuously cultivate relationships across the organization to align ServiceNow practices with other departmental best-practices (DevOps, security, quality assurance, etc.).

Responsibilities :

Configure and maintain FSM applications, workflows, and business rules to meet business requirements

Manage user access, security roles, and permissions within FSM

Perform upgrades, patches, and enhancements for the FSM module

Develop and optimize FSM processes, forms, and views

Create and edit FSM reports, dashboards, and performance analytics

Develop and maintain test plans, cases, and procedures for FSM

Perform functional, regression, integration testing on FSM features

Identify and document defects/bugs and ensure resolution

Provide QA support for new FSM features, configurations, and upgrades

Continuously improve FSM module and processes with a focus on quality, efficiency, and user experience

Work primarily autonomously while demonstrating appreciable business knowledge with our Partners

Manage support tickets, responsible for troubleshooting, as well as working directly with end users to resolve support issues

Assume additional responsibilities as assigned

Required Qualifications

At least 5 years’ progressive experience and responsibility as a system administrator or end of line support, including at least 3 years’ experience as a ServiceNow system administrator

High School diploma, GED, or equivalent

Preferred Qualifications

Bachelor’s degree or equivalent related work experience

Higher education and/or nonprofit educational business process experience

Experience with custom-built products

Expert knowledge of FSM module within ServiceNow platform

Understanding of product development principles, including the software development life cycle (SDLC) and Agile software development

Familiarity with JavaScript and AngularJS

Certifications and Licenses

ServiceNow Certified System Administrator certification required

ITIL Foundation certification preferred

Working Conditions

• Off-hours work will occasionally be required