Job Specifications
The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
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
Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way - our Code of Conduct. These are Integrity, Service, Accountability, and Equality.
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About the Company
The International Rescue Committee responds to the world's worst humanitarian crises and help people to survive, recover, and gain control of their future. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees and displaced people forced to flee from war or disaster. At work today in over 50+ countries and in 28 U.S. cities, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure.
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