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Hybrid Application Administrator - ServiceNow

DPR Construction · Raleigh-Durham, North Carolina, US', 'Greenville, South Carolina, US', 'Phoenix, Arizona,, Vereinigte Staaten Von Amerika · Hybrid

  • Senior
  • Optionales Büro in Raleigh-Durham, North Carolina, US', 'Greenville, South Carolina, US', 'Phoenix, Arizona,
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Job Description

The Application Administrator – ServiceNow is part of the Application Administration department of the Enterprise Technology Solutions (ETS) workgroup and supports the People Practices Technology Workgroup. They are accountable for ensuring assigned enterprise applications are available and perform optimally. They are responsible for day-to-day configuration, deployment, maintenance, monitoring, patching, and improvement of these applications. Additional responsibilities include providing Tier 3 support, performing break-fix activities, complex issue resolution, root cause analysis, and supporting projects involving assigned applications. The Application Administrator is a subject matter expert in one or more applications and holds vital technical, analytical, customer service, and problem-solving skills. They also collaborate with other teams to address strategic business issues involving applications.


Role Responsibilities

  • Serve as the technical subject matter expert for administering ServiceNow, including ServiceNow security administration. Administration includes instance configuration, applications, plugins, user interfaces, forms, self-service, automation and workflows, database management, and integrations.
  • Implementation of basic and advanced security configuration in ServiceNow.
  • Configure security roles, groups, domains, and policies in ServiceNow in compliance with regulatory commitments such as GDPR, HIPAA, CCPA, and internal standards.
  • Develop and execute test plans, tracking defects and ensuring resolution. This includes conducting security impact analysis for ServiceNow release upgrades.
  • Recommend best practices and provide solutions to support business processes.
  • Support production and prioritize change requests based on business needs.
  • Partner with project managers, business analysts, database and network administrators, and security engineers on the administration of applications.
  • Managing user accounts, service accounts, and associated roles and permissions.
  • Provide Tier 2 and/or 3 support including investigating, resolving, and performing root cause analysis on incidents, and provide escalated support for service requests, inquiries, and problems.
  • Championing best practices and standard operating procedures regarding the use of applications with end users in various parts of the company.
    -     Write and maintain documentation related to the application including end user instructions, operating procedures, knowledgebase articles, technical drawings, and system reference documentation.


Role Requirements

Education

  • Bachelor’s degree in information technology or related discipline. Experience may be considered in lieu of a degree.
  • One or more of these certifications:
    - ServiceNow Certified System Administrator
    - ServiceNow Pro Security Certified
    - ServiceNow Certified Technical Architect.


Knowledge & Experience

  • At least 5 years of experience administering ServiceNow for a large organization, including ServiceNow security administration.
  • Experience working with integration applications through SOAP and REST APIs, interface builders, and native connectors.
  • Experience using JavaScript, UI, SQL, HTML, CSS, and XML a plus.
  • Solid analytical and problem-solving skills.
  • Excellent organizational, analytical, and planning skills.
  • Able to perform well in the face of tight deadlines.
  • Willingness to troubleshoot system issues.
  • Experience dealing with vendors in critical support situations.
  • Working knowledge of ITIL-based IT service management with emphasis on Incident, Problem and Change Management.
  • ITIL v3 or v4 certification is a plus.


Work Conditions

  • Prolonged periods of sitting and/or standing at a computer screen.
  • Must be able to sit or stand for long periods of time.
  • Occasional domestic travel, via airplane, will be required for meetings.

This is a hybrid role with most of the time being spent working from home. Attendance at important meetings and events at the local DPR office is required.

DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR, you'll have the chance to try new things, explore unique paths and shape your future. Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.

Explore our open opportunities at www.dpr.com/careers.