Corporate ServiceNow Request Administrator

Glacier Bancorp, Inc.•Missoula, MT

9d•Onsite

About The Position

The IT ServiceNow Request Administrator (IT SRA) oversees GBCI's service catalog and serves as the subject matter expert for the Service Catalog and Service Request Management practice. This position involves managing user access, fulfillment workflows, and catalog configurations within the Request Management and Service Catalog modules. The IT SRA requires the ability to work independently without detailed, step-by-step instructions. Employees are expected to use critical thinking, problem-solving skills, and sound judgment to manage daily tasks, prioritize competing demands, and achieve desired outcomes. This role supports stakeholders by answering questions, providing guidance and instruction, developing training materials, and troubleshooting issues as they arise. A significant portion of the position involves assisting requesters with identifying the appropriate services and understanding how and where to submit requests, while demonstrating a high degree of empathy, professionalism, and customer focus. The IT ServiceNow Request Administrator designs effective solutions that balance business needs and technical debt, builds and implements catalog updates, performs unit testing, and supports solutions throughout their lifecycle. The role requires strong collaboration and teamwork skills to work effectively with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, and other stakeholders. The position performs daily operational activities that support request processes and actively contributes to the creation, maintenance, and sharing of knowledge articles and documentation. The IT ServiceNow Request Administrator implements and supports SLA and OLA processes, provides governance oversight to ensure standards are met, manages incidents through resolution, and identifies opportunities to improve the service catalog and related processes to reduce future incidents and enhance the user experience. This is a low-code position that includes limited scripting activities, primarily related to catalog form functionality such as showing and hiding fields through Catalog Client Scripts. More advanced scripting and development requirements are coordinated with the development team. This is a Corporate position located in Missoula, Montana. The entry rate for this position is $45.63 + /hour (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background. Service Catalog Administration and Governance – This role is responsible for the ongoing administration, quality, and effectiveness of the ServiceNow Service Catalog, ensuring service requests are accurately defined, efficiently routed, and delivered in a timely manner to meet the needs of business stakeholders. Responsibilities include maintaining catalog items, forms, workflows, request fulfillment processes, documentation, and related configuration records; coordinating with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, and development resources to ensure solutions align with business requirements and platform standards. This role will perform basic no-code/low-code configuration updates, scripting, and integration management as well as maintain process documentation and flow diagrams; however, complex development, integrations, and platform engineering activities are performed as part of a designated development Fusion Team, or third-party partners. As the Service Catalog subject matter expert, this role is responsible for promoting service catalog best practices, supporting continuous improvement efforts, assisting in reducing technical debt, and ensuring a complete, accurate, and user-friendly catalog experience across Glacier Bancorp. Service Request Management – Act as the subject matter expert for the Service Request Management practice at GBCI. This includes but is not limited to managing request cancellations, communicating with requesters, providing step by step guidance on how to submit requests, providing status updates and increasing priority on existing requests, and implementing SLA and OLA management. Service Level Agreement and Operational Level Agreement management will include monitoring/reporting on adherence, communicating with the appropriate stakeholders, providing reporting to other fulfillment teams and leadership, and designing thresholds that prompt specific actions to be taken at each threshold. Collaborate with internal teams and vendors on integrations between ServiceNow and systems such as SailPoint and WorkDay. Incident Resolution – Responsible for providing prompt and effective resolution to incidents related to the service catalog. This includes troubleshooting workflows, analyzing and improving current processes, and developing solutions in stages to (a) resolve the issue quickly and (b) prevent this issue from recurring whenever possible. Direct Stakeholder Support – There are many stakeholders across GBCI that will need help with service requests at one time or another. This role will strive to provide excellent customer service, answering questions as they arise, identifying gaps in processes that may require updates to the catalog, and providing training and ongoing support to requesters, approvers and fulfillers across all departments and divisions. This will sometimes involve providing step-by-step instructions with links to the appropriate service request and screenshots of selections. At times knowledge articles will need to be created and shared, training courses will need to be updated, or reports, scheduled reports, dashboards and/or queues will need to be created or updated. This role will always try to create the best experience for all stakeholders that engage with our department. Tasks supporting Service Request flows – Perform daily tasks to ensure requests flow as needed while meeting SLAs and the needs of Glacier Bancorp. Training, Knowledge Management and Documentation – This role will be responsible for providing training on Service Request processes. This includes creating knowledge articles, updating training courses, providing live training sessions, documenting and continually improving on current processes, and listening to the needs of our stakeholders. This role will provide guidance by phone, email, chat, live meetings with screenshare, updating information to be added to training software, knowledge articles, Visio diagrams, and other documentation. Reports/Dashboards/Scheduled Reports – This role will be responsible for assisting other teams with reports, dashboards, scheduled reports, and queue management. Assistance will include creating and educating other teams on how to create their own reports. Dashboards may need to be set up to assist teams in managing their work, and eventually to provide visibility into SLAs and OLAs. Scheduled reports can be emailed to individuals as needed. Some teams may need assistance in setting up queues to view their work outside of dashboards. Security is everyone’s responsibility. You will read and understand all the SOx and FDIC audit policies and adhere to all directives as prescribed. You will ensure that your work product consistently meets all SOx and FDIC audit directives and policies as defined and consult and work with auditors on the subject matter in question Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.

Requirements

Associate Degree or equivalent combination of relevant education and work experience.
3 years hands-on ServiceNow administration experience.
5 years of IT experience troubleshooting and providing customer support.
Experience supporting or coordinating integrations with external systems, i.e. SailPoint.
Familiarity with the basic principles of ITIL.
Developed sense of professionalism, combined with an outgoing and friendly demeanor, and exceptional personal and customer service skills.
High level of initiative and willingness to tackle unfamiliar situations and technical issues.
Effective communication and presentation skills with significant patience and empathy interacting with all employees and staff.
Courtesy and tact are essential elements of the job.
Work involves personal contact with customers and others inside and outside the organization, generally regarding routine matters for the purposes of giving and obtaining information or instructions, updating or referring.
Communication may require in-depth discussions or short and concise exchanges.
Will need to be able to determine what is needed and tailor communication to the audience and situation.
Will be required to work outside of scheduled hours to respond to technology issues.
Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
Employee must be capable of regular, reliable, and timely attendance.
Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
Indoors, a climate-controlled shared work area.
Minimal noise.
Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
The employee is constantly required to stand and walk.
Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.
Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces.
Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.
Crawling: Moving about on hands and knees or hands and feet.
Crouching: Bending the body downward and forward by bending leg and spine.
Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips.
Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling.
Grasping: Applying pressure to an object with the fingers and palm.
Kneeling: Bending legs at knee to come to a rest on knee or knees.
Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.
Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.
Stooping: Bending body downward and forward by bending spine at the waist.

Nice To Haves

Active ServiceNow Certified System Administrator (CSA) certification, or obtain within 6 months
ITIL 4 Foundation
ServiceNow Service Portal Micro-Certification

Responsibilities

Oversee GBCI's service catalog and serve as the subject matter expert for the Service Catalog and Service Request Management practice.
Manage user access, fulfillment workflows, and catalog configurations within the Request Management and Service Catalog modules.
Design effective solutions that balance business needs and technical debt.
Build and implement catalog updates and perform unit testing.
Support solutions throughout their lifecycle.
Perform daily operational activities that support request processes.
Contribute to the creation, maintenance, and sharing of knowledge articles and documentation.
Implement and support SLA and OLA processes.
Provide governance oversight to ensure standards are met.
Manage incidents through resolution.
Identify opportunities to improve the service catalog and related processes.
Perform basic no-code/low-code configuration updates, scripting, and integration management.
Maintain process documentation and flow diagrams.
Act as the subject matter expert for the Service Request Management practice.
Manage request cancellations, communicate with requesters, and provide step-by-step guidance on how to submit requests.
Provide status updates and increase priority on existing requests.
Implement SLA and OLA management, including monitoring/reporting on adherence.
Communicate with appropriate stakeholders regarding SLAs and OLAs.
Provide reporting to other fulfillment teams and leadership.
Design thresholds that prompt specific actions at each threshold.
Collaborate with internal teams and vendors on integrations between ServiceNow and systems such as SailPoint and WorkDay.
Provide prompt and effective resolution to incidents related to the service catalog.
Troubleshoot workflows, analyze and improve current processes.
Develop solutions to resolve issues quickly and prevent recurrence.
Provide excellent customer service to stakeholders needing help with service requests.
Answer questions, identify gaps in processes, and provide training and ongoing support to requesters, approvers, and fulfillers.
Create and share knowledge articles, update training courses, or create/update reports, scheduled reports, dashboards, and/or queues.
Perform daily tasks to ensure requests flow as needed while meeting SLAs and the needs of Glacier Bancorp.
Provide training on Service Request processes, including creating knowledge articles, updating training courses, and providing live training sessions.
Document and continually improve current processes.
Provide guidance by phone, email, chat, live meetings with screenshare, and update information for training software, knowledge articles, Visio diagrams, and other documentation.
Assist other teams with reports, dashboards, scheduled reports, and queue management.
Educate other teams on how to create their own reports.
Set up dashboards to assist teams in managing their work and provide visibility into SLAs and OLAs.
Set up queues for teams to view their work outside of dashboards.
Read and understand all SOx and FDIC audit policies and adhere to all directives.
Ensure work product consistently meets all SOx and FDIC audit directives and policies.
Consult and work with auditors on subject matter.
Comply with all company policies and procedures and all applicable laws and regulations.
Complete assigned online training courses and achieve a passing score by due date.