Job Description Summary
Under the direction of the Manager of Client Technology and Senior ITSM Administrator, the ITSM Administrator is responsible for the ITSM platform including application consulting, development, design, configuration, implementation, reporting and system administration.Bentley leverages ServiceNow for its ITSM needs. This role will assist with the maintenance of ServiceNow applications including Incident, Asset, Change, Knowledge and Request Catalog (among others) as well as the implementation of new applications, development of solutions for IT and non-IT departments, facilitate the creation of individual and department reports and dashboards, assist in the management and testing of upgrades, and research and train stakeholders on new platform features.
Essential Duties:
Plan and administer the ServiceNow platform per best practices
Contribute towards Client Services and ITSM projects
Train others in platform modules
Perform platform testing and upgrades
Advising for reporting and data analysis
Build and configure new functionality, applications and modules
Create and modify UI, data policies, business rules and scripts
Control system access and data security, add and administer users, groups, and roles
Manage data with import sets, update sets and transform maps
Research third-party software to determine appropriate integration solutions
Resolve platform issues and escalate to vendor when needed
Manage a work queue, resolving incidents and fulfilling requests
Develop and maintain technical, administration and user documentation
Participate in trainings and applicable certifications to keep skills up-to-date
Follow IT technical standards, policies and code of conduct
Minimum Qualifications:
High school diploma or GED equivalent
3+ years technical support experience
Knowledge of ITIL methodologies and ITSM concepts
Strong technical aptitude, including ability to learn new technologies
Ability to work independently and within a team
Ability to articulate and document technical solutions
Strong attention to detail
Positive outlook and investment in continuous improvement
Strong analytical, interpersonal, communication and organization skills
Higher education and/or nonprofit educational business process experience
Preferred Qualifications:
Bachelor’s degree in related field
ITIL v4 Foundations Certification, or ability to acquire
ServiceNow Certified System Administrator, or ability to acquire
Ability to apply systems thinking
Experience with scripting, web development, and/or database design
Work Environment:
Onsite position, with hybrid future potential
Typical office setting with extensive sitting and computer work
Work outside of normal business hours, participating in platform upgrades/changes/implementations, maintenance and outages
Bentley University requires references checks and may conduct other pre-employment screening.
DIVERSITY STATEMENT
Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.
Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.
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