Apply on Employer Site

University of Miami · 3 months ago

ServiceNow Systems Administrator

Miami, FL

Full-time

Onsite

Entry Level

1+ years exp

The University of Miami is seeking a Full-time ServiceNow Systems Administrator to support the integrity of the operating system environment and various computer systems. The role involves routine administration of the ServiceNow platform, troubleshooting user issues, and ensuring optimal system performance.

Higher Education

H1B Sponsor Likely

Responsibilities

Provide routine administration on the ServiceNow platform, including managing user access, roles, and basic system configurations. Support the setup and configuration of core ServiceNow modules in line with departmental needs

Act as a primary point of contact for ServiceNow-related issues, responding to user-reported incidents and fulfilling service requests. Conduct initial troubleshooting for ServiceNow-related issues, resolving where possible, and escalating more complex issues as needed

Perform daily system checks within ServiceNow to ensure optimal performance and availability. Regularly review logs and monitor key metrics, identifying and reporting any irregularities that may impact performance or availability

Assist in ensuring data integrity by maintaining accurate and complete records within the ServiceNow platform. Follow established protocols for data management and compliance, including verifying proper categorization of incidents and requests

Contribute to the ServiceNow knowledge base by documenting common issues, troubleshooting steps, and user guides. Ensure that documentation remains current and accessible, supporting effective user self-service and team knowledge-sharing

Support for System Updates and Maintenance: Assist in applying updates and patches to the ServiceNow platform as directed by senior administrators. Participate in testing new features, documenting test results, and supporting the rollout of changes to minimize user disruption

Adheres to University and unit-level policies and procedures and safeguards University assets

ServiceNow Platform Support and Troubleshooting: Serve as the initial support contact for the ServiceNow platform, handling basic technical issues and system inquiries. Assist with diagnosing routine problems, resolving common errors, and guiding users on proper system use

User Access and Role Management: Administer user accounts, groups, and access levels within ServiceNow to ensure appropriate permissions across departments. Responsibilities include creating new accounts, updating access based on role changes, and periodically reviewing permissions to maintain security and compliance standards

Incident Management and Escalation: Respond to and resolve low-complexity ServiceNow incidents. Perform initial troubleshooting for issues such as login errors, navigation difficulties, and minor configuration changes. When necessary, escalate unresolved or complex issues to senior administrators or the ServiceNow technical team

Request Fulfillment: Handle routine service requests on the ServiceNow platform, such as updates to user profiles, standard role assignments, and configuration item adjustments. Process these requests according to established guidelines to ensure efficient and accurate support

System Health Checks and Monitoring: Perform daily system health checks, ensuring key functions are operating as expected. Review system logs for potential errors and address any alerts. Proactively escalate any significant issues to maintain optimal system performance and minimize downtime

Knowledge Base Contributions: Create and maintain documentation of common issues, troubleshooting steps, and support procedures for the ServiceNow knowledge base. Ensure that knowledge articles are current and comprehensive to support both end-users and internal team members

End-User Training and Guidance: Offer guidance to users on using the ServiceNow platform, helping them navigate key features, submit requests, and report incidents. Conduct brief training sessions or tutorials as needed, reinforcing best practices for basic system use

Documentation and Support Reporting: Record all incidents, service requests, and resolutions in ServiceNow. Generate reports on recurring issues, support response times, and user feedback to help improve overall service and efficiency

Collaboration with IT Teams: Work closely with other IT support teams to ensure alignment and continuity in service delivery. Participate in team meetings to discuss any system updates, known issues, or procedural changes, fostering a collaborative and well-informed support environment

Other duties as assigned

Qualification

ServiceNow platform experienceServiceNow certificationIncident managementAttention to detailAnalytical skillsCollaboration skillsConfidential information handlingIndependent work

Required

Bachelor's degree in relevant field

Minimum 1 year experience on ServiceNow platform

Skill in completing assignments accurately and with attention to detail

Ability to analyze, organize and prioritize work under pressure while meeting deadlines

Ability to process and handle confidential information with discretion

Ability to work evenings, nights, and weekends as necessary

Commitment to the University's core values

Ability to work independently and/or in a collaborative environment

Preferred

ServiceNow certification preferred (Systems Administrator)

Benefits

Medical

Dental

Tuition remission

And more

Company

University of Miami

Glassdoor3.9

At UM you'll join a diverse and energized academic community.

Founded in 1925

Coral Gables, fl, US

5001-10000 employees

http://miami.edu

H1B Sponsorship

University of Miami has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (208)

2024 (151)

2023 (149)

2022 (121)

2021 (95)

2020 (114)