AVP/Service Now Administrator

Kearny Bank•Fairfield, NJ

4d•Onsite

About The Position

This role will serve as the primary administrator and subject matter expert of the Bank's ServiceNow platform. This role will be responsible for supporting platform governance, platform configuration, workflow administration, Configuration Management Database (“CMDB”) and asset management oversight, reporting, release coordination and platform health. The ServiceNow Administrator will act as the primary liaison between business stakeholders, ServiceNow development resources, Enterprise Service Delivery and implementation partners to ensure the platform remains aligned with business, operational and regulatory requirements.

Requirements

Bachelor’s degree in a related field or equivalent experience required.
Minimum of 3 years of ServiceNow experience required.
Experience with Information Technology Service Management ("ITSM"), including service catalog, CMDB, reporting and workflow administration.
Strong understanding of configuration management, change management, governance and operational controls.
Proficiency in Microsoft Office applications.
Excellent written and verbal communication skills.

Nice To Haves

Experience working in financial services preferred.
ServiceNow Certified System Administrator preferred.
Experience administering enterprise SaaS platforms in a regulated environment preferred.

Responsibilities

Administer and maintain the ServiceNow platform, including forms, workflows, service catalogs, notifications, user roles, groups and access controls.
Serve as the primary liaison among business stakeholders, ServiceNow development resources, Enterprise Service Delivery and third-party implementation partners.
Manage the ServiceNow enhancement backlog and provide recommendations regarding platform improvements based on business value, risk exposure and operational requirements.
Administer and support workflows, forms and automation supporting incident management, request management, change management, asset management, configuration management, onboarding, offboarding and other approved business processes.
Maintain CMDB integrity, asset management controls, data quality standards, reconciliation controls and exception reporting.
Develop and maintain dashboards, reports and key performance metrics to support operational management, audit readiness and strategic decision-making.
Coordinate system testing, user acceptance testing (“UAT”), release planning and production deployments.
Review, coordinate and validate platform configuration changes to ensure compliance with governance standards, security requirements and ServiceNow best practices.
Develop and maintain platform documentation, runbooks, knowledge articles and operational procedures and assist with the maintenance of configuration standards.
Coordinate platform upgrades, maintenance activities and vendor-delivered enhancements, including knowledge transfer and support readiness.
Support audits, risk assessments and regulatory examinations by providing system documentation, reports, workflow evidence and configuration records.
Troubleshoot platform issues and drive timely resolution through collaboration with internal support teams, ServiceNow support resources and implementation partners.