Senior Application Administrator

The Jackson Laboratory•Bar Harbor, ME

4d•Hybrid

About The Position

The Senior Application Administrator designs and develops system software in an Agile and ITIL environment, with a focus on the ServiceNow IT service management platform. The role provides day-to-day platform support and maintenance, including upgrades and functional updates, log-file analysis, configuration changes, documentation, validation, testing, and technical issue resolution. The administrator triages and diagnoses process and technical issues, updates or enhances software, documents and monitors incidents, maintains administrative and support knowledge of ServiceNow and related ITSM processes, monitors system health, and performs administration and debugging. The position also researches and prepares responses to ServiceNow messages and builds ad-hoc reports and dashboards. The role gathers requirements from JAX stakeholders for Catalog Request Items and other enhancements, completes approved basic software-development stories in Azure DevOps, conducts demonstrations and coordinates user acceptance testing (UAT), and assists with rollout and transition of new components into production. The administrator participates in annual upgrades, coordinates UAT and upgrade tasks, supports changes and releases under Change Management and the Agile methodology, contributes to application technology planning and systems integration, and participates in process improvement and performance measures. The position is based at The Jackson Laboratory in Bar Harbor, Maine, with an option to telecommute within the United States. The Jackson Laboratory is an independent nonprofit biomedical research institution with nearly 3,000 employees in locations across the United States, Japan, and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community to improve human health.

Requirements

Bachelor’s degree in Computer Science, Software Engineering, Computer Engineering, or a related field.
Two years of prior experience with ServiceNow software development in an ITIL and Agile environment, ServiceNow administration and support, Java development, JavaEE technologies and components (e.g., JSP, C, C++), SQL and RDBMS experience (Oracle, DB2, or MS SQL Server), tools and libraries such as Docker or Crystal Reports, Agile development methodologies, implementation of IT Service Management (ITSM) frameworks, and ITIL best-practice processes.

Responsibilities

Design and develop system software in an Agile and ITIL environment, focusing on the ServiceNow platform.
Analyze user needs and develop solutions for the ServiceNow platform using computer science, engineering, and mathematical analysis principles and techniques.
Provide day-to-day ServiceNow support and maintenance, including upgrades, functional updates, log analysis, configuration changes, documentation, validation, testing, and technical issue resolution.
Triage and diagnose process and technical issues with end users.
Update software and enhance existing software capabilities.
Document, track, and monitor incidents to ensure timely resolution.
Develop administrative and support knowledge of ServiceNow and other ITSM processes, systems, and services.
Monitor system health and perform administration and debugging tasks.
Research and prepare response plans for messages sent from ServiceNow.
Build ad-hoc reports and dashboards.
Gather requirements from JAX stakeholders for Catalog Request Items and other software system enhancements.
Complete approved basic software-development stories in Azure DevOps.
Conduct show-backs and manage UAT with stakeholders as needed.
Assist with rollout and transition of new components delivered by the ServiceNow project team into production.
Participate in the annual upgrade project, coordinating UAT, required upgrade tasks, and scheduling.
Support changes and releases in accordance with Change Management and the Agile methodology using Azure DevOps.
Assist with application technology planning, including new deployments, future needs, and systems integration.
Suggest and participate in process improvement and performance measures.