Senior Application Administrator

SRP • Scottsdale, AZ

23d • Hybrid

About The Position

The Senior Application Administrator, serving as a Senior ServiceNow System Administrator (OT Services), is the primary administrator for Operational Technology (OT) - specific ServiceNow solutions. Operating as an extension of the ITS ServiceNow platform team, this role focuses on configuring, supporting, and optimizing ServiceNow capabilities that enable OT ITIL service management processes. While ITS maintains ownership of the ServiceNow platform, including upgrades and enterprise governance, this role ensures OT solutions are effectively implemented and aligned with enterprise standards. The position partners closely with ITS Service Management and ServiceNow teams to deliver solutions that meet both organizational requirements and OT-specific operational and safety needs.

Requirements

• A high school diploma, GED, or equivalent is required.
• Level I — Associate: In lieu of a degree , 4 years of relevant experience or an equivalent combination of education and experience totaling 4 years may be considered.
• Level 2 – Journey: Minimum 2 years of relevant experience required. In lieu of a degree , 6 years of relevant experience or an equivalent combination of education and experience totaling 6 years may be considered.
• Level 3 – Senior: Minimum 5 years of relevant experience required. In lieu of a degree , 9 years of relevant experience or an equivalent combination of education and experience totaling 9 years may be considered.
• All candidates must be legally authorized to work in the United States.

Nice To Haves

• A bachelor's degree relevant to the assignment from an accredited institution is preferred.
• Bachelor’s degree in Information Technology, Engineering, or related field, or equivalent experience.
• ServiceNow System Administrator and/or Implementation Specialist certification.
• ITIL Foundation certification or higher.
• Experience supporting Operational Technology, critical infrastructure, or regulated environments.
• Experience partnering with centralized platform teams in a matrixed organization.

Responsibilities

• Serve as the primary ServiceNow administrator for OT‑specific applications, workflows, and configurations, operating within ITS‑defined platform guardrails and governance.
• Configure and maintain OT ServiceNow capabilities including workflows, forms, business rules, UI policies, scripts, and integrations as approved by ITS standards.
• Support OT ServiceNow environments to ensure availability, reliability, security, and performance.
• Participate in testing and validation activities for ITS‑led platform upgrades and releases, ensuring OT solutions remain compatible and stable.
• Act as the OT subject matter expert for ServiceNow‑enabled ITIL Service Management processes.
• Partner with OT Service Management stakeholders to operationalize standardized processes within OT services.
• Ensure OT Service Management practices are accurately represented and executed in ServiceNow.
• Support definition, collection, and reporting of OT Service Management metrics and KPIs within ServiceNow.
• Align OT ServiceNow configurations to ITS‑owned platform standards, data models, ITIL best practices, and ServiceNow roadmaps.
• Leverage ITS Service Management best‑practice guidance and ServiceNow expertise while representing OT requirements and constraints.
• Participate in enterprise ServiceNow governance, design reviews, and change approval processes led by ITS.
• Ensure OT ServiceNow configurations comply with security, audit, and regulatory requirements applicable to OT environments.
• Maintain documentation for OT configurations, processes, and dependencies in alignment with ITS standards.
• Partner with ITS to identify and mitigate platform risks impacting OT services.
• Identify opportunities to improve OT ServiceNow usability, automation, and process efficiency while aligning with enterprise standards.
• Support knowledge management, training, and adoption for OT users of ServiceNow.
• Troubleshoot complex OT‑related ServiceNow issues and coordinate resolution with ITS platform teams.

Benefits

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED