ITSM Administrator

Hazelden Betty Ford Foundation•Center City, MN

2h•Hybrid

About The Position

The Technology Services ITSM Applications Administrator/Analyst coordinates and performs application administration and analysis, supporting associated tools to ensure assigned applications are configured to meet the Hazelden Betty Ford Foundation’s strategic initiatives and project deliverables. The role serves as a liaison among software vendors, partners, and internal teams to address business needs. It leads the design, testing, implementation, and support of applications and functionality to ensure availability, reliability, and security. Additional duties may include researching and testing patches and updates, configuring features, managing user access, training users, creating reports, writing custom queries, and staying current on ITSM application versions. This is a hybrid opportunity. Candidates must be commutable to one of the listed locations: Center City, MN; Newberg, OR; or Rancho Mirage, CA. The Hazelden Betty Ford Foundation is a nonprofit addiction recovery organization with more than 1,600 employees and 17 treatment sites. Its work spans prevention, education, research, advocacy, and treatment. The organization describes its mission as providing hope and healing and identifies being a best place to work as a strategic goal. The stated salary range is USD $84,295 to $122,834 per year.

Requirements

Bachelor’s degree in a technical field or 6 years of related work experience.
Minimum 3 years of experience supporting complex applications, including design, installation and configuration, upgrades, maintenance, and problem resolution to ensure business continuity, failover, and high availability.
ITIL Certification V3 or higher, or certification for Cobit5, Microsoft Operations Framework (MOF), or ISO/IEC 20000.
Analytical skills to evaluate application performance and determine how environmental changes will impact an application.
Ability to communicate with technical and non-technical staff at all organizational levels.

Nice To Haves

2 years of process ownership or process management experience.
2 years of ServiceNow application administrator or analyst experience.
4 years of experience setting up or managing IT Service Management systems.
Knowledge of the healthcare, publishing, or education industry.

Responsibilities

Perform overall application administration to meet user expectations and business requirements in a timely and accurate manner.
Perform the role of ITSM systems analyst.
Respond to escalations from the Service Desk and other IT staff to ensure the functional operation of end-user systems.
Coordinate application administration and analysis and support associated tools.
Collaborate with software vendors, partners, and internal teams to address business needs.
Lead the design, testing, implementation, and support of applications and functionality.
Research and test software patches and updates, configure new features, manage user access, and train users on new features.
Create reports and write custom queries.
Stay updated on current and future versions of ITSM applications.
Perform project management and knowledge management duties.