Senior Application Administrator
About The Position
The Senior Application Administrator designs and develops system software in an Agile and ITIL environment, focusing on the ServiceNow IT service management platform. The role analyzes user needs and develops ServiceNow solutions, supports and maintains the platform, troubleshoots issues, and contributes to software updates and enhancements. It also supports application planning, system integrations, upgrades, releases, testing, and process improvement. The position is based at The Jackson Laboratory at 600 Main Street, Bar Harbor, Maine, with an option to telecommute within the United States. The Jackson Laboratory is an independent nonprofit biomedical research institution whose 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.
- At least 2 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
- Analyze user needs and develop solutions for the ServiceNow platform using computer science, engineering, and mathematical analysis principles.
- Provide day-to-day support and maintenance of ServiceNow, including platform upgrades and functional updates, log analysis, file configuration, documentation updates, validation, testing, and technical issue resolution.
- Triage and diagnose process and technical issues reported by end users.
- Update software and enhance existing software capabilities.
- Document, track, and monitor incidents to support 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.
- Conduct requirements-gathering sessions with JAX stakeholders for Catalog Request Items and other system enhancements.
- Complete software development work for basic stories approved in Azure DevOps.
- Conduct show-backs and manage user acceptance testing with stakeholders as needed.
- Assist with rollout and production transition of components delivered by the ServiceNow project team.
- Participate in the annual upgrade project, including coordinating user acceptance testing, required upgrade tasks, and scheduling.
- Support changes and releases by following 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 improvements and performance measures.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
