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ServiceNow Administrator II

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Job ID: 955671
Facility: ECU Health
Dept: Service Management
Location: Greenville, NC
FT/PT: Full-Time
Shift: Not Applicable
Reg/Temp: Regular
Date Posted: Aug 2, 2023

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Job Description

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

The ServiceNow Administrator I position is responsible for enterprise-wide administration, support, and development of the ServiceNow platform. The ServiceNow administrator will be responsible for configuring, administering, and scripting the platform, across multiple modules and applications, to support end-users across the health system. The administrator will be required to define requirements, design workflows, participate in all build/configuration, testing, and implementation activities, as well as perform analysis and troubleshooting to meet specifications of a project or service request.

Key responsibilities include, but are not limited to:

General support, administration and maintenance of ServiceNow platform.

Performs the evaluation, testing, and implementation of defect patches, system upgrades and releases according to the Information Services support model and change control procedures.

Evaluates and recommends business process and technology driven enhancement opportunities based on application system upgrades, releases and patches.

Considers multiple alternatives to resolve work problems. Recognizes sources of available information and obtains and documents detailed facts.

Understands the importance of and complies with incident and service request responsiveness and adherence to Service Level Agreement (SLA) requirements to minimize business disruptions
This position is required to rotate on-call responsibilities.


1. Work Complexity (Technical Competencies)

General support, administration and maintenance of ServiceNow platform, including, but not limited to: functional operations, such as adding user, creating groups, and modifying roles; creating workflow activities and approvals; configuring, scheduling, and executing alerts, events, notifications, and reports; monitoring health, usage, and overall compliance of ServiceNow; controlling system access and data security.

Expertise of User Interface (UI) policies, data policies, UI actions, business rules, client scripts, and ACLs.

Leads ServiceNow application and platform upgrades.

Leads the design, develop and implement additions, enhancements, changes, upgrades and fixes to the ServiceNow application

Takes initiative to meet and get consensus with end users for ongoing review of workflows associated with upcoming enhancements or system changes.

Updates, creates and reviews existing and new documentation to reflect current and future state workflows as well as timing and nature of system changes.

Coordinates and performs cross functional team evaluation, testing, and implementation of defect patches, system upgrades and releases according to the Information Services support model and change control procedures.

Develops cross functional team test plans and strategies for all testing necessary for system upgrades and patches.

Lead and coordinates all testing activities cross teams and assists users in the testing of all new systems and modifications completely before implementation I all application environments.

Proactively evaluates and recommends business process and technology driven enhancement opportunities based on application system upgrades, releases and patches.

Ability to effectively analyze and resolve complex issues.

Can identify the "root cause" of problem and provide problem resolution.

Advanced knowledge of multiple methods of problem resolution.

Possesses clear understanding of application usage from an operation and system perspective on a complex level.

Provides well-written and effective professional and technical documentation.

Ability to learn new skills quickly.

Keen attention to detail.

Able to independently think issues out logically and resolve completely.

Understands intricacies of work and its impact on customers from a holistic perspective.

Recognize gaps in data integrity issues and provides solutions.

2. Independence and Leadership Skills

Independently manages own work efforts and effectively guides work of others

Demonstrates ability to manage small to medium scope projects following standards and procedures set by PMO methodology. Takes responsibility to make things happen and get things done for successful project delivery.

Contributes to the development of team and department goals and strategies; able to see the "big picture" and effectively communicate to others.

Identifies process and performance improvement opportunities; proposes ideas, solutions and action plans to enhance team and departmental functions.

Actively promotes collaboration and strives to achieve team and organizational goals while mentoring and coaching others.

Demonstrates ability and willingness to assume greater responsibilities. Provides subject matter expertise to help improve team performance and drive results. Embraces and promotes change, innovation and leads by example.

Able to provide leadership for team in manager's absence.

3. Organization and Industry Knowledge

Stays informed on current market trends and emerging technology developments that impact the department.

Understands collective organizational needs.

Demonstrates commitment to learning by actively participating in department meetings and organizational forums, improvement efforts, training opportunities and career development goals.

Involved in external professional associations (user groups, etc.) and is sought out by peers for subject matter expertise.

4. Accountability

Accepts responsibility for own actions and decisions. Does not make excuses for errors. Acknowledges and corrects own mistakes, following the Just Culture Model.

Demonstrates a commitment to service excellence, following IS Standards of Behavior, governance and performance management processes and contributes to reinforcement across the team.

Pays attention to details. Completes work, which is thorough, complete and does not require assignment to be redone.

Work is completed in a manner that accomplishes the desired results and significantly exceeds standards of acceptability.

5. High Reliability (Problem Solving Skills)

Remains constantly aware of how processes and systems affect the organization, what is or isn't working as they perform work and deliver services.

Doesn't make assumptions. Asks questions about the processes even if (especially if) they've been in place forever. Constantly examines data and metrics in problem definition, and is willing to challenge long-held beliefs.

Considers all possible alternatives to resolve work problems. Recognizes sources of available information and obtains and documents detailed facts.

Uses subject matter expertise to propose multiple alternatives and recommend optimal solution. Makes effective decisions for self and team within scope of authority.

Reviews data to understand trends and proposes proactive action to prevent issues from occurring in the future.

6. Quality and Safety

Understands the importance of and complies with incident and service request responsiveness and adherence to Service Level Agreement (SLA) requirements to minimize business disruptions and safety risks. Recommends and coordinates activities with internal and external resources as needed to improve performance.

Understands the risks and consequences that errors could have on patient care and/or organizational finances and establishes a plan with team to mitigate risk.

7. Interpersonal/Relationship Skills

Interacts with team members and customers in a courteous, respectful and reciprocal manner.

Develops effective working relationships with others.

Practices attentive and active listening.

Handles difficult interpersonal situations with the intent of making positive contributions that result in desired outcomes and resolve issues.

Impacts positively on relationships between others. Demonstrates consensus building skills.

Understands and adapts to different personal styles to achieve results

8. Communication Skills

Demonstrates effective verbal and written communication in a professional style, both inside and outside of department, with customers in mind.

Presents complex information effectively for different audiences and group settings.

Able to provide formal presentations such as project overviews and technical training sessions.

Communicates proactively with customers, peers and management. Knows how and when to raise awareness to team and leadership and provides effective content.

Matches communication style to the message and the audience.

9. Teamwork

Assists in development of shared vision, goals, objectives and values of team.

Promotes cooperation and commitment within the team by working collaboratively with others and facilitating cross-team involvement. Communicates strengths, shares expertise and draws upon other members skills to improve team and department performance.

Recognizes, values and supports other team member contributions.

Develops, respects and reinforces team processes across department.

Contributes and helps facilitate team decisions. Respects and actively supports team decisions once they are made.

Holds self personally accountable to meet or exceed team expectations and reinforces behavior in others.

Acknowledges and celebrates the achievements of team and teammates.

Minimum Requirements

  • Bachelor's degree in Computer Science or Information Systems or relevant work experience required
  • Experience with JavaScript, XML, HTML, CSS, APIs and Web Services
  • Works independently with quantifiable and qualitative results
  • Experience in participating in system analysis with special emphasis on system methodologies, projects management and business process reengineering related to ServiceNow required
  • Ability to conduct analysis, document findings, draft plans, execute, monitor and follow up
  • Experience with coordinating testing strategies to ensure accuracy, functionality and reliability of the system across modules
  • Experience participating in projects, that include both IS and business partners, that follow project management methodology, within budget, and on time
  • Independently motivated to seek knowledge through self-education, mentoring, etc. in areas pertaining to their current position
  • Obtains and maintains current certification from the vendor and continued education/learning to understand the most current platform capabilities

Other Information

Full-time with benefits.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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