Position Title: Service Now Developer - Only W2
Location: Remote
The Application Administrator understands how the application can enable support operations to become more efficient and configure the platform to meet university customer success goals. They are on the forefront of change at RIT as we continue to refine the system and expand our use of the tool into areas like HR and Field Service Management.
- Responsible for the administration, technical deployment, support and maintenance of selected third-party enterprise applications.
- Plans and schedules application maintenance, upgrades, and all other associated service overhead for selected third-party enterprise applications.
- Complete service requests and the resolution of incidents associated with selected third-party enterprise applications as assigned.
- Implement and administer application security that meets RIT security standards for assigned applications.
- Responsible for understanding the core functionality capabilities of assigned applications and for assisting key business contacts in leveraging this technology to meet the needs of the university.
- Adheres to architectural and operational standards for selected third-party enterprise applications. Responsible for participating in the evaluation and selection process for enterprise applications. This includes development of technical requirements and application assessments.
- Responsible for understanding and following information security best practices, university policies, and information security standards impacting this role including use of any tools, technologies, services, and processes required to protect the university’s information assets.
- Work collaboratively to identify, communicate, and where appropriate, manage, or remediate risks and information security vulnerabilities.
- ServiceNow administration, configuration, and enhancements of the core application, including, but not limited to, Service Catalog, Service Portal, Incident Management, Change Management, Knowledge Base, Problem Management, and Reporting.
- Participates in projects by reviewing and implementing selected solutions. Develops and maintains appropriate documentation.
- Member of a core team dedicated to providing administrative support to ServiceNow user base.
- Focus on designing and evaluating solutions for voice, virtual Agent, and natural language understanding.
- Lead and develop AI Virtual Agent conversational Flows in utilizing in-house and vendor products for solving customer’s problems and increasing customer satisfaction.
- Participates in the development, validation, and execution of comprehensive test plans.
- Monitor systems integration and process automation.
- Working with scripts to leverage Rest APIs, Business rules, client scripts
- Data load, transform creation and reporting capabilities.
- Assist in building and maintaining internal technical documentation, manuals, policies, configurations, and processes.
- Experience generating Reports. Familiarization with Performance Analytics.
- Experience developing and configuring flows, workflows, forms, 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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