System Administrator

University of South Carolina•Columbia, SC

74d•$79,302 - $118,953

About The Position

The ServiceNow System Administrator independently manages, configures, monitors, and optimizes the cloud-based ServiceNow platform to support and enhance enterprise IT service management. This role exercises significant autonomy in ensuring the system's stability, performance, and alignment with institutional objectives. The position leads technical decision-making for new module development, system upgrades, and process automation, collaborating with cross-functional teams to design scalable, efficient workflows. The administrator is accountable for maintaining platform integrity, ensuring compliance with governance and security standards, and proactively identifying improvements that advance the university's technology strategy.

Requirements

Requires a bachelor's degree in a job related field and 3 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.
Expert knowledge of ServiceNow administration, including configuration, workflow automation, and integration across enterprise systems.
Proficient in web and application development using HTML, CSS, ASP, Visual Basic, Microsoft Access, JavaScript, SQL, and PHP.
Strong understanding of database design, data integrity, and query optimization for reporting and automation.
Demonstrated ability to analyze complex business processes and independently design scalable technical solutions.
Skilled in system troubleshooting, patch management, and process improvement with minimal supervision.
Ability to develop and maintain documentation, reports, and dashboards supporting data-driven decisions.
Knowledge of IT service management (ITSM/ITIL) frameworks and best practices for governance and compliance.
Proven project management and prioritization skills, managing multiple initiatives simultaneously with independence.
Strong communication and collaboration abilities, translating technical requirements for non-technical audiences.
Commitment to continuous learning and innovation, proactively applying emerging technologies to improve performance and efficiency.

Nice To Haves

Bachelor's degree in Information Technology Systems or equivalency.
ServiceNow platform experience.

Responsibilities

System Administration and Catalog Development: Independently oversees the full life cycle of ServiceNow system administration and catalog development. Manages, configures, monitors, and optimizes the cloud-based ServiceNow platform to support and enhance enterprise IT service management Evaluates complex business processes, determines opportunities for improvement, and designs, configures, and deploys technical solutions with minimal supervision. Exercises discretion in applying technologies such as HTML, Microsoft Office, JavaScript, SQL, and Jelly (ServiceNow Core Code) to create optimized and secure ServiceNow applications that meet organizational needs.
Technical Administration and Process Improvement: Functions as the primary authority for diagnosing and resolving advanced ServiceNow technical issues. Independently monitors and prioritizes user issues, coordinates system updates, and oversees patch management. Leads efforts to standardize configurations, streamline workflows, and enhance platform efficiency. Designs, validates, and maintains reports and dashboards to support operational and strategic objectives. Assists in troubleshooting and restoring services by analyzing, identifying, and diagnosing faults using established processes and procedures. Works with software vendor to resolve issues and to correct errors. Proactively researches emerging technologies and best practices, using professional judgment to recommend and implement improvements.
Independently designs, tests, and implements advanced reports and dashboards in ServiceNow to support data-driven decision-making. Analyzes reporting needs, recommends appropriate tools or formats, and develops automated or ad hoc reporting solutions with minimal direction. Ensures accuracy, relevance, and accessibility of reporting deliverables to meet evolving business requirements.
Takes ownership of documentation, training, and cross-training processes to promote system knowledge and continuity. Develops and maintains comprehensive user guides, workflow documentation, and technical references. Documents system changes, and provides written and oral reports. Independently creates and delivers training sessions for staff and end users to improve adoption and system proficiency. Performs other related duties as assigned, exercising sound judgment and initiative in addressing new or complex tasks.