Senior Application Administrator

The Jackson Laboratory; Bar Harbor (ME); Remote; USD 86,000 - 144,000; Full time

Benefits offered by this job

Telecommute option (US only)

Job summary

The Jackson Laboratory is seeking a Senior Application Administrator to design and develop system software for the ServiceNow ITSM platform. In an Agile/ITIL environment, you will analyze user needs, implement solutions, and provide ongoing support and upgrades.

Key duties include triaging issues, configuring updates, building dashboards, and coordinating UAT and production rollouts with stakeholders. A Bachelor's degree and 2+ years ServiceNow experience are required.

Qualifications

• Bachelor’s degree in CS/CE/Software Eng or related field.
• 2+ years of ServiceNow development in ITIL and Agile environments.
• ServiceNow administration and support experience.
• Experience with Java and JavaEE components.
• SQL and RDBMS experience ( Oracle, DB2, MS SQL Server ).
• Familiar with Docker or Crystal Reports.
• Knowledge of ITSM frameworks and ITIL processes.

Responsibilities

• Design and develop system software focusing on the ServiceNow platform.
• Provide day-to-day support and maintenance of the ServiceNow environment.
• Analyze logs, upgrades, configurations, and testing activities.
• Triage and diagnose issues; document incidents and resolutions.
• Develop dashboards and ad-hoc reports; gather stakeholder requirements.
• Assist with deployments, UAT, and production rollouts for new components.
• Coordinate change management within Agile and ITIL practices.

Skills

ServiceNow

ITIL

Agile

Java

SQL

Docker

Crystal Reports

Azure DevOps

Education

Bachelor’s degree in Computer Science / Software Engineering / Computer Engineering or related field

Tools

ServiceNow

Azure DevOps

Job description

EMPLOYER: The Jackson LaboratoryPOSITION: Senior Application AdministratorDUTIES: The Senior Application Administrator designs and develops system software in an Agile and ITIL environment, with a focus on the ServiceNow software IT service management platform. The primary responsibilities for the position include analyzing user needs and developing solutions for the ServiceNow software platform, applying principles and techniques of computer science, engineering, and mathematical analysis; providing day-to-day support and maintenance of the ServiceNow platform which might include working on platform upgrades/functional updates, analyzing log files, configuring file changes, updating installation and configuration documents as well as performing validation/testing and performing technical issue/problem resolution support; triaging and diagnosing process and technical issues with end users; updating software or enhancing existing software capabilities; documenting, tracking, and monitoring incidents to ensure timely resolution; developing administrative and support knowledge of ServiceNow and other ITSM processes, systems, and services; monitoring the health of the system; administration and debugging tasks; researching and preparing a response plan for any messages sent from ServiceNow; building ad-hoc reports and dashboards; conducting requirements gathering sessions with JAX stakeholders as needed to ensure business process/requirements are considered for new Catalog Request Items and other software system enhancements; completing software development work for basic stories as approved in Azure DevOps; conducting show back and managing UAT with stakeholders as needed; assisting with rollout and transition into the production of new components delivered by the ServiceNow project team; participating in the annual upgrade project; coordinating UAT and required upgrade tasks and scheduling; supporting changes and releases through adherence to Change Management and our agile methodology (Azure DevOps); assisting in the application technology planning, including new deployments, future needs, and systems integration; and providing suggestions for and participating in process improvement and performance measures.RATE OF PAY: Between $85,987 and $143,962/year.REQUIREMENTS: Bachelor’s Degree in Computer Science, Software Engineering, Computer Engineering, or a related field; 2 years of prior experience with ServiceNow software development in an ITIL and Agile environment, ServiceNow administration and support; Java development; JavaEE technologies and components (e.g. JSP, C, C++); SQL and RDBMS experience (Oracle, DB2 or MS SQL Server); tools and libraries like: Docker or Crystal Reports; Agile development methodologies; implementation experience of IT Service Management (ITSM) frameworks; and ITIL best practice processes.ADDRESS OF EMPLOYMENT: This position is based at The Jackson Laboratory, 600 Main Street, Bar Harbor, ME 04609 with option to telecommute (U.S. only).About JAX:The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California, New York, Florida), Japan and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools and services to the global biomedical community. For more information, please visit www.jax.org.EEO Statement:The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.