The individual in this role will be responsible for configuring the platform to meet university customer success goals and expanding the use of the tool into areas like HR and Field Service Management.
Responsibilities:
- Responsible for the administration, technical deployment, support, and maintenance of selected third-party enterprise applications.
- Plan and schedule application maintenance, upgrades, and associated service overhead for selected third-party enterprise applications.
- Complete service requests and resolve incidents associated with selected third-party enterprise applications.
- Implement and administer application security that meets RIT security standards for assigned applications.
- Understand core functionality capabilities of assigned applications and assist key business contacts in leveraging technology to meet university needs.
- Adhere to architectural and operational standards for selected third-party enterprise applications.
- Participate in the evaluation and selection process for enterprise applications, including development of technical requirements and application assessments.
- Follow information security best practices, university policies, and information security standards.
- Identify, communicate, and manage risks and information security vulnerabilities.
- Administer, configure, and enhance ServiceNow core applications including Service Catalog, Service Portal, Incident Management, Change Management, Knowledge Base, Problem Management, and Reporting.
- Participate in projects by reviewing and implementing selected solutions and maintaining appropriate documentation.
- Provide administrative support to ServiceNow user base.
- Design and evaluate solutions for voice, virtual Agent, and natural language understanding.
- Lead and develop AI Virtual Agent conversational Flows to solve customer problems and increase satisfaction.
- Develop, validate, and execute comprehensive test plans.
- Monitor systems integration and process automation.
- Work with scripts to leverage Rest APIs, Business rules, and client scripts.
- Assist in building and maintaining internal technical documentation, manuals, policies, configurations, and processes.
- Generate Reports and familiarize with Performance Analytics.
- Develop and configure flows, workflows, forms, and catalog items.
Requirements:
Required Skills: ServiceNow, FSM, ITSM, CSM, HSM
Preferred Skills: Experience with Rest APIs, Business rules, client scripts, data load, transform creation, and reporting capabilities. Familiarity with Performance Analytics, flows, workflows, forms, and catalog items.
As an Applications Administrator for the ServiceNow platform, you will primarily create, plan, consult, design, engineer, evaluate, oversee, and/or implement new technical or operational processes/programs/systems/products/projects. As a level III Applications Administrator, you are expected to be a subject matter expert in a specialized or multiple technologies, products, programs, and process areas. The scope and impact of your work will frequently extend to a variety of other units, teams, areas of specialization, and departments. Work is accomplished with limited oversight and problems may require the development of new approaches, methods, or techniques, requiring a high degree of innovation and creativity. You will serve as a trusted advisor to management and share your expertise with others. You may also provide guidance, coaching, and training to other employees.
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