Support Services System Administrator (Remote)

Beth Israel Lahey Health•Danvers, MA

30d•$24 - $37•Remote

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Responsible for delivering world class End User system administration support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this position is responsible for all aspects of system administration requests for functional area and related systems. The System Administrator interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. The ability to empathize with customer incidents and communicate technical issues in plain English is critical. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its services. The ability to find answers from documented solutions and research technical issues to resolution is critical. Job Description: Department Specific Job Responsibilities including but not limited to: Responsible for configuring, administering and developing the ITSM systems and integrating with other IT systems. Works with IT and Business leaders to develop technical solutions that satisfy the business needs of departments seeking to use ServiceNow Daily tasks involve general support, administration and maintenance of ServiceNow platform and associated applications, including: Create custom applications, record producers, catalog items and their associate workflows. Monitor health, usage and compliance of ITSM tool and its applications. Monitor, control and manage system security and patch cycles in accordance with security policy Daily tasks also include: Configure and customize the ITSM system including UI, workflows and integration with others systems. Develop systems integrations and process automation. Load, manipulate and maintain data between ServiceNow and other integrated systems. Create ServiceNow reports and dashboards. Report on KPIs and metrics in SN performance analytics Serves as the primary point of contact for all operational support issues related to ServiceNow and coordinates application and platform upgrades Demonstrates a high degree of creative and committed problem-solving skills, resolving moderately difficult to complex ITSM related incidents according to established IT policies, procedures and standards. Additional Responsibilities: •Responsible for Level 1 admin providing basic to intermediate account administration. Exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with BILH needs. • Acquires and maintains professional knowledge and skills by participating in training, in-service programs, vendor seminars, etc. to maintain a high level of technical skills. Participates in cross-training, may train other colleagues and acts as an escalation point for the Service Desk and Field Support • Acquires an understanding of BILH centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. Possess the ability to perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes. • Acquires an understanding of best practices in regards to BILH and departmental policies and procedures. •May contribute to the creation of processes and procedures within our knowledge base. Will work closely with teams to develop standardized workflows

Requirements

High School diploma or GED required.
1-3 years related work experience required in 2 plus years of Service Desk and/or identity Access Administration in a large enterprise of end users in a complex MS Windows / MS Office environment.
Advanced knowledge and experience with ITSM systems such as ServiceNow or Remedy.
Knowledge of various Operating systems (IOS/Android).
Knowledge of Network fundamentals is required
Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc) is required
Experience in Microsoft O365 applications is required
Advanced technical computer skills as required for technical support specific to functional area and related systesms.

Nice To Haves

Knowledge of Apple, Samsung and Google mobile device hardware is desirable.

Responsibilities

Responsible for configuring, administering and developing the ITSM systems and integrating with other IT systems.
Works with IT and Business leaders to develop technical solutions that satisfy the business needs of departments seeking to use ServiceNow
Daily tasks involve general support, administration and maintenance of ServiceNow platform and associated applications, including: Create custom applications, record producers, catalog items and their associate workflows.
Monitor health, usage and compliance of ITSM tool and its applications.
Monitor, control and manage system security and patch cycles in accordance with security policy
Configure and customize the ITSM system including UI, workflows and integration with others systems.
Develop systems integrations and process automation.
Load, manipulate and maintain data between ServiceNow and other integrated systems.
Create ServiceNow reports and dashboards.
Report on KPIs and metrics in SN performance analytics
Serves as the primary point of contact for all operational support issues related to ServiceNow and coordinates application and platform upgrades
Demonstrates a high degree of creative and committed problem-solving skills, resolving moderately difficult to complex ITSM related incidents according to established IT policies, procedures and standards.
Responsible for Level 1 admin providing basic to intermediate account administration.
Exceeds end user expectations by meeting established SLA's and customer demands.
Drives high customer satisfaction and ensures services align with BILH needs.
Acquires and maintains professional knowledge and skills by participating in training, in-service programs, vendor seminars, etc. to maintain a high level of technical skills.
Participates in cross-training, may train other colleagues and acts as an escalation point for the Service Desk and Field Support
Acquires an understanding of BILH centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues.
Possess the ability to perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes.
Acquires an understanding of best practices in regards to BILH and departmental policies and procedures.
May contribute to the creation of processes and procedures within our knowledge base.
Will work closely with teams to develop standardized workflows