Itsm Administrator 2

Job Description

ITSM ADMINISTRATOR 2

Req #: 237401 Department: UW MEDICINE IT SERVICES Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/ Job Location: Remote/Hybrid, Seattle - Downtown Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle. Posting Date: 07/30/2024 Closing Info: Open Until Filled 08/06/2024 Salary: $8,916 - $10,898 per month Other Compensation: Limited Recruitment: Open to Department employees only
If you are a UW employee and would like to be considered for this position, please login to your UW employee profile to apply. Shift: First Shift Benefits: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. UW MEDICINE IT SERVICES has an outstanding job opportunity for a ITSM ADMINISTRATOR 2 position.
PLEASE NOTE: This position is open to current UW Medicine IT Services employees only.
WORK SCHEDULE

100% FTE – 40 hours per week

Day Shift – UW MEDICINE ITS SERVICES CORE HOURS ARE 07:00 – 16:00 (PST), Monday-Friday

POSITION HIGHLIGHTS

Performing intermediate to advanced level administration, development, operation, and maintenance of the ServiceNow platform.

Partnering with stakeholders to perform needs assessments, develop workflows, and intermediate to advanced level solution development.

Utilizing intermediate to advanced level knowledge of platform and administrative operations to enhance the value provided by ServiceNow.

Establishing and utilizing processes to create and maintain documentation to assist end users in understanding platform functionality.

Modernizing Information Technology Service Management (ITSM) by integrating industry best practices with the delivery and support of ServiceNow modules, including: Service Catalog, Service Portal, Change Management, Incident Management, Request Management, Problem Management, Knowledge Management, Configuration, and Discovery.

DEPARTMENT DESCRIPTION
UW Medicine IT Services (ITS) is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
PRIMARY JOB RESPONSIBILITIES

You lead intermediate to advanced analysis, architectural design, and development for all ServiceNow platform instances, other technical tools, and solutions.

You perform intermediate to advanced design and development of service catalog items.

You collaborate with business leaders on intermediate to advanced framework design and development and how to best leverage tools.

You create and document guidelines (based on industry and ServiceNow best practices) to govern all design and development associated with ServiceNow platform instances, other technical tools, and solutions.

You design and document intermediate to advanced processes to assess business requirements that enable quick and accurate scope assessment to provide customers/users with time estimates for change or solution implementation.

You deliver intermediate to advanced process-oriented, technical solutions that will provide transparency and data-based decision-making.

You meet with business owners to gather and analyze business requirements.

You architect the selected ITSM tool, ServiceNow, and other ITSM tool solutions to not only address current needs but to scale to meet future demand.

You develop and communicate a maturity roadmap for ServiceNow/technical tool functionality to achieve the service management and operational support needs of IT and business partners across the enterprise.

You perform intermediate to advanced incident management for break / fix events affecting owned tools.

REQUIRED QUALIFICATIONS

Bachelor’s degree Computer Science, Information Technology, Business Administration, or related field or equivalent education and/or experience.

4+ years’ experience in software development with a demonstrated progression in responsibilities, including the below.

ServiceNow Certified System Administrator (CSA) or commitment to certification within six months of start date.

ITIL Foundations certification or commitment to certification within six months of start date.

Strong experience establishing documentation standards for requirements management, design, and development.

Strong experience developing solutions designed to improve the delivery of services or operational support in a complex, mission-critical environment.

Strong experience developing/designing solutions that are intuitive for users and provide data for continuous review and improvement.

Strong experience creating detailed documentation for various stakeholders, from developers to end users to senior leadership.

Strong experience managing stakeholder relationships, guiding stakeholders to a consensus, and gaining buy-in to resolve significant process design issues.

CONDITIONS OF EMPLOYMENT

This is an Information Technology deadline-driven work environment.

The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.

Must coordinate projects without direct supervisory authority.

Must work within the constraints of multiple technical environments.

The individual in this position must learn many organizational structures and cultures and continually foster collaboration.

Ability to communicate effectively in English, both verbally and in writing.

ABOUT UW MEDICINE - A HIGHER DEGREE OF HEALTHCARE
UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists, and other health professionals.
All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student, and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.
Become part of our team . Join our mission to make life healthier for everyone in our community. #monster

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .

Open to Department employees only If you are a UW employee and would like to be considered for this position, please login to your UW employee profile to apply.