IT Service Management Administrator

University of Illinois, United States

Updated: 3 months ago
Location: Chicago, ILLINOIS

IT Service Management Administrator

Hiring Department: Information Services

Location:  Chicago, IL USA

Requisition ID: 1023292

Posting Close Date: 2/23/2024

Salary Range: $90,000-$100,000-commensurate with experience 

About UI Health 

The University of Illinois Hospital & Health Sciences System (UI Health) provides comprehensive care, education, and research to the people of Illinois and beyond. A part of the University of Illinois at Chicago (UIC), UI Health comprises a clinical enterprise that includes a 495-bed tertiary care hospital, 22 outpatient clinics, and 13 Mile Square Health Center facilities, which are Federally Qualified Health Centers. It also includes the seven UIC health science colleges: the College of Applied Health Sciences; the College of Dentistry; the School of Public Health; the Jane Addams College of Social Work; and the Colleges of Medicine, Pharmacy, and Nursing, including regional campuses in Peoria, Quad Cities, Rockford, Springfield, and Urbana. UI Health is dedicated to the pursuit of health equity.

Position Summary
Under the general direction of the Assistant Director of IT Service delivery, the IT Technical Associate (IT Service Management Administrator)  provides the general support, administration, and maintenance of the ServiceNow platform and associated applications. Works closely with IT and business partners to configure and improve core platform capabilities in accordance with ITIL best practices. Provides production application support on a rotating 24/7 basis.

Duties & Responsibilities

  • Manage and administer the ServiceNow platform, including user accounts, access controls, and system upgrades.
  • Configure and maintain incident and request management processes within ServiceNow, ensuring smooth operations.
  • Implement and maintain change management processes, workflows, and required adjustments as needed.
  • Create and maintain service catalogs, items, and request workflows to enable efficient service delivery.
  • Assist in building and maintaining internal technical documentation, manuals, policies, and processes.
  • Plan, perform and test regular platform upgrades.
  • Create and maintain reports and dashboards to monitor system performance and key metrics.
  • Engage with vendors and maintain vendor relationships. Participate in analysis of vendor solutions and enforce vendor service level agreements (SLA). Contact vendor to resolve issues.
  • Provide application support on a 24/7 basis.
  • Perform other related duties and participate in special projects as assigned.
    •  

    Minimum Qualifications

  • Bachelor Degree - Computer Science, Engineering, Information Systems Management, related information management field or a clinical area of study.
  • Minimum of one (1) year professional level IT experience within IT Development which includes; Demonstrated experience in planning, designing, developing and/or modifying new and existing applications, web pages and databases including requirement analysis, design, code, test, debug, implementation and maintenance or related Clinical Experience.

    • Preferred Qualifications
    • A minimum of 3 years of experience in ServiceNow platform administration and configuration.
    • Certified ServiceNow implementation specialist and/or ServiceNow system Architect & Administrator preferred
    • Extensive experience on ServiceNow modules such as but not limited to, ITSM, SPM, and Discovery.
    • Experience in understanding/implementing best practices of CSDM framework.
    • Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes
    • Experience with integrating ServiceNow with other applications such as but not limited to, O365, ERP systems and AIOPS platforms.
    • Experience with web technologies (XML, HTML, Angular JS, Web Services, etc.) and developing with JavaScript on the ServiceNow platform.
    • Experience working with cross-functional internal and external stakeholders in leading workshops, process/requirements gathering efforts, creating roadmaps/timelines and training in support of business.
    • Strong analytical, interpersonal and communications skills.
    • Demonstrated ability to multi-task and balance work demands.

    This position requires Illinois residency within 180 days of hire date

    Fully complete all sections of the online application including adding your full work history with specific details of your duties & responsibilities for each position held. Fully complete the education, licensure, certification, and language sections.

    You may upload a resume, cover letter, certifications, licensures, transcripts, and diplomas within the document section of your online application.

    When completing your online application, please be sure to provide detailed information about your job knowledge and specific duties and responsibilities, as your qualifications for any Civil Service position will be primarily determined based on what is contained in the application. Dates of employment and if employed on a full or part time basis (including number of hours per week) must be indicated for each position held. Additional consideration will be given to supporting documentation i.e., resume, transcripts, licenses, and certifications so please be sure to attach all applicable documents.

    If an application is not fully completed and submitted by the close date, the applicant/employee will not be considered for this position.

     
    For fullest consideration, the above-mentioned requirements must be submitted no later than 2/23/2024.

    Please note that once you have submitted your application you will not be able to make any changes. In order to revise your application, you must withdraw and reapply. You will not be able to reapply after the posting close date. Please ensure the application is fully completed and all supporting documents have been uploaded before the posting close date.

    This is a full-time and benefits eligible position. UI Health offers competitive salaries commensurate with experience.  All full time benefits eligible positions include a comprehensive benefits package which include; Health, Dental, Vision, Life, Disability & AD&D insurance, a defined benefit pension plan as well as paid leave which includes; Vacation, Holiday and Sick. In addition, we offer tuition waivers for employees and dependents. Go to https://www.hr.uillinois.edu/benefits for a complete list of Employee Benefits.

    The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

    The university provides accommodations to applicants and employees. Request an Accommodation


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