Information Technology Service Management ITSM Administrator 510803

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Job Description
Description:
Chancellor's Office Statement
Join our team at the California State University, Office of the Chancellor, and make a difference in providing access to higher education. We are currently seeking experienced candidates for the position of Information Technology Service Management (ITSM) Administrator.
The CSU Chancellor's Office, located on the waterfront adjacent to the Aquarium of the Pacific in downtown Long Beach, is the headquarters for the nation's largest and most diverse system of higher education. The CSU Chancellor's Office offers a premium benefit package that includes outstanding vacation, health, and dental plans; a fee waiver education program; membership in the California Public Employees Retirement System (PERS); and 14 paid holidays a year.
Salary
The salary range for this classification is $4,372 to $10,792
per month.
Classification
Analyst/Programmer - Career
Position Information
The California State University, Office of the Chancellor, is seeking an Information Technology Service Management (ITSM) Administrator
to maintain, update, and enhance the (ITSM) applications (ServiceNow) to include integration with other platforms. This includes incident management, request management, problem management, change management, knowledge management, service catalog, facilities, and self-service portals. In addition, this position will work closely with customers to determine their needs, define technical requirements and provide solutions based upon business and technical requirements.
Responsibilities
Under the general direction of the Assistant Director, Productivity Services,
the Information Technology Service Management (ITSM) Administrator
is responsible for supporting, designing, and developing ITSM (ServiceNow) applications and will perform tasks and duties as follows:
-Design and Development of solutions in ServiceNow, including forms, workflows, record producers, business rules, interfaces, and custom code.
-Support existing integration solutions and implement new integration solutions with other ITS-supported products.
-Gathering requirements, testing, building, and implementing solutions based on customer needs.
-Configuration and improvement of the core application, including, but not limited to, Service Catalog, Service Portal, Incidents, Change, Knowledge Base, Service Requests, Facilities, and Reporting.
-Administration of the ServiceNow platform, including issue and performance mitigation, patching, and health checks.
-Training customers to ensure effective use of the ITSM (ServiceNow) application.
-Documentation of all ITSM applications, including the code, the functionality, change management, and version control.
-Consultation with technical staff as needed.
-Adherence to ITS security policies and guidelines in the daily performance of web and mobile application development and support activities.
-Assurance that all solutions developed meet accessibility standards and are Section 508 compliant.
-The ITSM Administrator is also responsible for any other duties as assigned. In addition, the incumbent is responsible for keeping current in the industry, including technology changes, trends, and best practices. The incumbent is also responsible for addressing any concerns regarding technical operations with the appropriate supervisor.
Qualifications
This position requires:
-Bachelor's degree in Computer Science or equivalent combination of education and experience.
-Three years of experience providing enterprise systems support for ITSM (ServiceNow) applications, business processes, workflows, and reporting with experience in the following:
-ServiceNow System Administration
-ServiceNow Advanced System Administration
-Conceptual understanding of foundation level ITIL version 3 and/or version 4 knowledge.
Communication & People Skills
-Excellent written communication skills are necessary to provide accurate technical documentation.
-Supports an environment that motivates others and builds morale.
-Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.
-Ability to effectively communicate with various users.
-Uses effective communication and listening skills to work with others and solve problems.
-Ability to quickly gather information from and disseminate information to the appropriate parties.
-Ability to conduct training sessions.
Analytical Skills
-Ability to analyze business requirements and understand the structure, policies, and operations to recommend technical solutions that enable organizations to achieve their goals.
-Ability to assist in troubleshooting, including quickly identifying problems and acting appropriately.
-Develops practical and thorough solutions to address all aspects of identified problems.
-Identifies problems and uses appropriate sources to research technical problems.
-Ability to independently apply technical judgment to standard applications and systems.
Project Management Skills
Ability to track and document information between multiple parties.
-Experience in coordinating resource requirements.
-Attention to detail and solid organizational skills are necessary.
-Ability to schedule and prioritize in order to meet deadlines.
-Ability to work independently with little supervision.
-Ability to coordinate with third party vendors without disrupting project flow.
-Ability to multi-task and coordinate.
Technical Skills
-Experience with ITSM (ServiceNow) application support is required.
-Intermediate knowledge and development experience with ITSM (ServiceNow) applications is required.
-Experience with Windows Technology and Web Technology is required.
-Thorough working knowledge of HTML, CSS, and browsers, including web page development and cross-browser operability required.
-Skills in SQL, JavaScript, C#, .Net, ASPX, HTML, XML, CSS, CGI, and Java programming are required.
-Proficiency in Microsoft Office Productivity Suite (Word, Excel, PowerPoint, Outlook, and Visio) is required.
-Conceptual understanding of foundation level ITIL version 3 and/or version 4 knowledge is required.
Preferred Qualifications
-Certified ServiceNow Administrator is preferred.
-Professional experience with database design, architecting, and normalization preferred.
-The ability to set up and configure web content management systems (SharePoint, WordPress) is preferred.
-Professional experience developing web and mobile-enabled data collection and reporting applications using Microsoft SQL Server, Oracle, or MySQL preferred.
-Experience with RSS, podcasts, and video streaming is preferred.
Application Period
Priority consideration will be given to candidates who apply by March 4, 2022
. Applications will be accepted until the job posting is removed.
How To Apply

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