ServiceNow Administrator, Information Resources

Location

Type, TX | United States

Job description

ServiceNow Administrator – Department of Information Resources

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we are looking for strategic thinkers who will help assure the security and compliance of UT Southwestern. With a career in our Information Technology department at UT Southwestern, you will be able to help with our mission to provide exceptional clinical care and create cutting-edge research programs as you grow your IT and security career. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a life-changing career!

Job Summary

As a member of the Information Resources (IR) team, the ServiceNow Administrator plays a pivotal role in the reimplementation of ServiceNow at UTSW. This position is responsible for maintaining issues related to ServiceNow production instance, resolves incidents and administrative tasks, such as granting and revoking access, configures reports, monitors the health and usage of the platform applications, coordinates upgrades, and creates/updates testing scripts as needed for a successful upgrade. Additionally, the ServiceNow Administrator is the key user sign off/approver, performs log analysis, performance monitoring, integration monitoring, and problem investigations. The ServiceNow Administrator will also be part of our design and re-implementation team as we move forward.   Our ideal candidate is structured and organized in their approach to leadership, possesses a forward-thinking/continuous process improvement mindset, and is self-directed.

Education and Experience

Minimum Requirements

• Bachelor’s degree in business administration, computer science, or other related field (or four (4) years of paid work experience).
• Three (3) years of ServiceNow administration or related field.
• At least one (1) year of IT experience. 
• Solid understanding of ServiceNow platform concepts, including forms, workflow, business rules, and business rules and integrations.
• ServiceNow Certified System Administrator (CSA) certification is required.
• Willing to become ITIL IV certified is a requirement within the first 6 months of  employment.

Primary Job Duties

• Manages system security: user/group access, administration, access control lists.
• Manages and maintains clone and upgrades schedules.
• Maintain health, usage, and overall compliance of ServiceNow and its applications.
• Assists in building and maintaining internal technical documentation, manuals, policies, and processes.
• Understands how ServiceNow can enable the client to become more efficient and configure the platform to achieve measurable benefits.
• Coordinates and performs application and platform upgrades and create/perform useful UNIT testing.
• Creates/Runs Automated Testing Framework (ATFs) tests.
• Educates stakeholders on the benefits of ATFs. 
• Develops systems integrations and process automation as needed. 
• Configures and maintains SLA, catalog items and their associated workflows.
• Supports, administers, and maintains the ServiceNow platform and associated applications.
• Works closely with Information Resources (IR) and business partners to configure and improve core platform capabilities in accordance with ITIL best practices.
• Engages customers and creates relationships with customers and stakeholders.
• Liaison with ServiceNow vendor for support of application modules. 
• Escalates platform related issues (capacity, non-compliance to best practice, etc.) to management.
• Provides after-hours and on-call support to all high level, escalated Service Desk issues, as needed.
• Performs other duties as assigned. 

Knowledge, Skills & Abilities

• Experience working as a ServiceNow administrator (ITIL certification preferred but not required).
• Willing to become ITIL IV certified is a requirement within the first 6 months of employment.
• Experience with Performance Analytics in creating reports and dashboards.
• Excellent analytical and problem-solving skills.
• Experience identifying business objectives and developing outcome focused solutions.
• Experience working within an ITIL framework or similar operating model.
• Comfortable self-directing and prioritizing your own work.
• Excellent communication skills, with the ability to effectively interact with cross-functional teams and end users.
• Demonstrated project development and leadership skills.

Working Conditions

• Work is performed primarily in a hybrid working environment. 

To learn more about the benefits UT Southwestern offers visit  

For COVID-19 vaccine information, applicants should visit

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. To learn more, please visit:

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