JOB DESCRIPTION

Background/IRC Summary:  

The International Rescue Committee helps people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. Founded in 1933 at the request of Albert Einstein, the IRC works with people forced to flee from war, conflict and disaster and the host communities that support them, as well as with those who remain within their homes and communities. At work today in over 40 countries and 25 U.S. cities, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure.’f7

The IRC is continually expanding and maturing our implementation of the ServiceNow platform to include new features, functions, and applications. 

Job Overview/Summary: 

The Sr. ServiceNow System Administrator is a strategic technical leader responsible for the design, optimization, and governance of the ServiceNow platform. This role involves advanced configuration, integration, and performance tuning, as well as mentoring junior team members and aligning platform capabilities with business goals. 

Major 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

Preferred Requirements: 

• ServiceNow Certified Implementation Specialist (CIS in one or more modules
• Experience with ServiceNow ITOM, HRSD, or SecOps
• Familiarity with Agile/Scrum methodologies
• Experience with CMDB and Discovery

Working Environment

• Standard office work environment

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The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct.  These are Integrity, Service, and Accountability.  In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

IRC et les employés de IRC doivent adhérer aux valeurs et principes contenus dans le IRC WAY (normes de conduite professionnelle). Ce sont l’Intégrité, le Service, et la Responsabilité. En conformité avec ces valeurs, IRC opère et fait respecter les politiques sur la protection des bénéficiaires contre l’exploitation et les abus, la protection de l’enfant, le harcèlement sur les lieux de travail, l’intégrité financière, et les représailles.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements

Organization: International Rescue Committee