Sr. Application Administrator - ServiceNow

Overall Purpose This role is responsible for providing primary administration and support of key third party applications used at Early Warning. The position serves as a Subject Matter Expert (SME) for the assigned system(s) and for the processes inside of the application to ensure that it remains current and serves the needs for Early Warning users. Essential Functions Act as owner and primary administrator of assigned application(s). Provide application and system support to all employees for assigned application(s). Troubleshoot issues, providing expert level support. Resolve issues or identify escalation to Systems team or vendor. Own issue until resolved. Architect the application(s) to meet business needs. Establish integration with other applications. Establish best practices for administering and securing application(s). Provide application performance monitoring, evaluation and optimization. Propose and implement/lead job automation using scripts and other tools. Implement solutions to meet or improve specific customer or business needs. Research, evaluate and provide guidance in the selection of 3rd party applications. Analyze, configure, document, implement and support 3rd party applications. Analyze application incidents to identify root cause. Work closely with vendor’s product support team to implement solutions. Analyze existing processes to identify inefficiency and opportunities for improvement. Implement or direct the implementation of such process improvements. Work with stakeholders to establish key metrics, KPIs and SLAs that are measurable and sustainable. Ensure successful installation and validation of vendor-provided upgrades and patches. Monitor license usage and budgeting for licensing costs. Provide metrics on anticipated needs during budget cycle and submit procurement requests when additional licenses are required. Process change requests for modifications to the application configuration. Maintain application road map and work with Manager, Applications Administration to set priorities. Provide timely and accurate status reporting. Manage projects to build new functionality, workflows, processes, and/or reporting in the application including requirements gathering, configuration, testing, user documentation and training. Develop and maintain all user documentation related to assigned application(s), including policies and procedures. Drive user adoption across the organization through user training and best practices. Maintain relationship with vendor to resolve application issues and ensure that Early Warning’s needs for new functionality are considered in future releases. Support the company’s commitment to protect the integrity and confidentiality of systems and data. Minimum Qualifications Education and experience typically obtained through completion of a Bachelor’s Degree in Business, Communications and/or Computer Science or related field. Excellent oral and written communication skills to be used to interact proficiently with all levels of management and staff. General knowledge or familiarity with Windows OS, Oracle, SQL, MS Office, Visio. General knowledge or familiarity with applications such as JIRA, Tableau, and SAP Business Objects. Demonstrated experience supporting ServiceNow. Must have strong capability to coach and mentor. Self-starter who has the ability to manage multiple priorities. Strong attention to detail and accuracy. ServiceNow certifications highly preferred. Physical Requirements Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. Pay Scale Phoenix, AZ/ Chicago, IL / Washington, DC in USD per year is: $94,000 - $118,000. New York, NY/ San Francisco, CA in USD per year is: $114,000 - $142,000. Additionally, candidates are eligible for a discretionary incentive plan and benefits. Benefits Healthcare Coverage –Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses. 401(k) Retirement Plan –Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility. Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day. 12 weeks of Paid Parental Leave Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work. EEO Statement Early Warning Services is an affirmative action and equal opportunity employer. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees. #J-18808-Ljbffr Early Warning