Service NOW Administrator

Pay Range Min - 1st Quartile - Mid - Max $79,000.00 - $90,501.60 - $102,00.00 - $125,000.00 The expected ENTRY pay range for this position based on experience and equity within the Judicial Branch is $79,000.00 to $102,000.00. This position is exempt under the FLSA. What We Offer We offer generous paid time off, paid sick leave, and 10 paid holidays! We have affordable medical, dental, and vision insurance, and our employees are entitled to coverage by one of several State-sponsored retirement pension plans, our employee assistance program, and wellness incentives. Additionally, our employees have the option of life insurance, disability, a group legal plan, and pet insurance. Job Type Unclassified - Judicial Department D800 Superior Court Applicants must currently reside in Arizona or be willing to relocate to Arizona by the time of hire. Standard Judicial Branch business hours are Monday through Friday from 8 am to 5 pm. This position may offer a hybrid (telework, remote) schedule, depending on the needs of the Judicial Branch. The Judicial Branch is unable to provide visa sponsorship (i.e. H-1B visa etc.). The ServiceNow Administrator is responsible for addressing a range of service requests from Judicial Branch customers and other stakeholders. The ServiceNow Administrator is in charge of the day‑to‑day operation of the ServiceNow, maintenance, configuration, and administration of our ServiceNow platform. About the Superior Court The Superior Court of the Judicial Branch of Arizona in Maricopa County is dedicated to providing a safe, fair and impartial forum for resolving disputes, enhancing access to our services, and providing innovative, evidence‑based practices that improve the safety of our community and ensure the public’s trust and confidence in the Judicial Branch. The Superior Court in Maricopa County, one of the largest, most innovative and progressive trial courts in the nation, seeks innovative individuals to join our team who will embrace our vision of excellence and the principles inherent in the Rule of Law...every person, every day, every time. We fulfill these principles through a culture that values fairness, respect, integrity, innovation, and safety. Position Qualifications We recognize your time is valuable, so please apply if you meet the following required qualifications: Education: Bachelor’s degree in Computer Science, Information Technology, or technology‑related field Experience: Four (4) years of related work experience in administering, configuring, managing, installing, and troubleshooting server and storage systems. OR Combined education and experience qualifications: An equivalent combination of post‑secondary education and/or job‑related experience may substitute on a year‑for‑year basis Our Preferred Candidate has: Experience using JavaScript, XML, and HTML Strong knowledge of IT service management (ITSM) principles and processes; ITIL certification preferred ITIL v3 or ITIL4 Certification Experience troubleshooting integration management, security, and application issues Experience with JavaScript, XML, HTML, CSS, and web service integrations using REST, SOAP, etc Experience with ServiceNow upgrades, patches, and release management ServiceNow Certified System Administrator or ServiceNow Certified Application Developer Knowledge, skills, and abilities: Knowledge of: Up‑to‑date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes Deep understanding of ServiceNow functionalities, best practices, and configuration options Installation, configuration, patching, testing, and troubleshooting systems System high availability and disaster recovery Proficiency in ServiceNow platform administration, including configuration, customization, and scripting (e.g., JavaScript, Glide) Skill in: Providing exceptional customer service Applying standard methodology, techniques, procedures and criteria Strong teamwork abilities Strong written and verbal technical communication Understanding of network standards and network security Strong technical expertise and attention to detail Ability to: Analyze, troubleshoot and resolve complex software application related problems Analyze raw results, determine/resolve bottlenecks, and create meaningful documentation of testing scenarios and results Demonstrated ability with ServiceNow incident, change, problem, request, CMDB and knowledge management applications Multitask using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates. Work in a fast paced and constantly changing environment while staying engaged and motivated and collaborate effectively with cross‑functional teams Essential Job Tasks (This is not an all‑inclusive list of all job duties that may be required; employees will be required to perform other related duties as assigned.) Works closely with IT and business partners to configure and improve core ServiceNow platform capabilities in accordance with ITIL best practices Advises customers on the capabilities of the ServiceNow platform. Configures the platform to help business partners become efficient and achieve measurable benefits Collaborate with stakeholders to gather requirements, analyze needs, and implement solutions using ServiceNow capabilities Develops and maintains internal technical documentation, manuals, policies, and processes Lead the planning, testing, and execution of ServiceNow upgrades, patches, and enhancements Monitor ServiceNow system health, troubleshoot issues, and implement corrective actions as needed Develops and provides formal and informal instruction to IT and business partners on the ServiceNow platform Develop and maintain documentation, knowledge articles, and training materials for ServiceNow users Configures and maintains Service Level Agreements (SLA), catalog items and their associated workflows Stay current with ServiceNow product updates, releases, and industry trends to recommend improvements and optimize system functionality Monitors usage and overall compliance of ServiceNow and its applications Provides support, administration and maintenance of ServiceNow platform and associated applications and integrations Coordinates application and platform upgrades Develops systems integrations and process automation Monitors all external systems for connectivity and security purposes Participate in cross‑functional projects and initiatives to integrate ServiceNow with other systems and processes Maintains a good understanding of upcoming changes to the platforms to assist with user change management Working conditions: While performing the duties of this job, the employee may need to communicate clearly, perceive details of objects that are close by, and maintain various physical positions for extended periods, such as sitting, standing, or walking. The job may involve using hands for tasks such as typing, handling objects, or operating tools, as well as reaching with hands and arms. Occasionally, the employee may be required to move or lift objects weighing up to 20 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. Additional Information Judicial Branch Human Resources reserves the right to move forward candidates based on the information provided directly on the application. The hiring authority will select the successful candidate based on departmental needs. Typically, successful candidates are hired at a salary rate up to the midpoint of the range, based on applicable experience, internal equity, and budgetary allowances. Judicial Branch facilities are located throughout Maricopa County. This position may be reassigned to other locations. Assignments will be made based upon the needs of the department. #J-18808-Ljbffr Maricopa County, AZ