Website International Rescue Committee
The International Rescue Committee is a global humanitarian aid, relief and development nongovernmental organization.
Major Responsibilities:
Primary responsibilities include but are not limited to:
Provide Tier 1 and Tier 2 end-user support for ServiceNow related issues, escalating to the Senior System Admin as needed.
Produce documentation necessary to facilitate usage of the system including user and admin guides.
Develop and produce user-specific reports to be used for trend and performance analysis.
Collaborate with stakeholders to gather and document solution requirements for incidents and requests.
Design, configure, and maintain solutions built on the platform.
Contribute to the creation and maintenance of Knowledgebase articles about ServiceNow (i.e. configuration, report building, etc.).
Implement system configuration changes and upgrades as required.
Provide expertise and support during all major releases/upgrades from ServiceNow.
Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
Manage the ServiceNow application functionality built by developers and system administrators through Quality Assurance (QA), and lead stakeholders through user acceptance testing (UAT).
Develop training materials and conduct training sessions on ServiceNow applications and solutions at least once per quarter.
Key Working Relationships:
Position Reports to: Associate Director, Business Systems — IT
Other Internal and/or contacts:
Internal: Application users and system stakeholders
Job Requirements:
Experience Requirements
Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
Minimum 2 years of hands-on experience with ServiceNow administration
ServiceNow Certified System Administrator (CSA) certification
Preferred Requirements
Experience with core ServiceNow modules: Incident, Problem, Change, Service Catalog, Knowledge Management
Basic to intermediate JavaScript
User and group management, ACLs, roles
Capable of implementing scheduled jobs, notifications, and platform updates
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