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LMCU · 21 hours ago

ServiceNow Administrator

Grand Rapids, MI

Full-time

Hybrid

Senior Level

5+ years exp

Lake Michigan Credit Union is seeking a ServiceNow Administrator responsible for managing, configuring, and maintaining the ServiceNow platform. The role involves collaborating with stakeholders to enhance service delivery and user experience while ensuring compliance and security of the platform.

BankingFinanceFinancial ServicesNon Profit

Responsibilities

Configure and maintain the ServiceNow platform, including creating and maintaining modules, workflows, business rules, UI actions, and data policies. Create and maintain ServiceNow catalog items and request forms

Monitor system performance, identify bottlenecks, and implement corrective actions to optimize the performance of the ServiceNow platform

Diagnose and resolve system issues, user inquiries, and performance problems in a timely and efficient manner. Collaborate with development teams to identify and implement longterm solutions to recurring issues

Ensure the security and compliance of the ServiceNow platform by managing user access roles, permissions, and maintaining security practices in line with organizational policies. Conduct regular audits and ensure the platform complies with organizational and legal standards. Implement best practices for data security, backup procedures, and disaster recovery processes

Participate in the design and execution of new projects, ensuring seamless integration with existing systems and processes. Work closely with business units throughout the organization to ensure that ServiceNow meets the organization’s needs at all levels

Develop and maintain reports and dashboards to provide insights into service performance, trends, and business metrics. Collect and analyze system usage data to drive improvements and operational efficiencies

Provide training and support to end-users and stakeholders to ensure the effective use of the ServiceNow platform

Develop and maintain comprehensive user documentation for configurations, processes, knowledge base articles, training materials, and release notes

Qualification

ServiceNow administrationServiceNow configurationServiceNow Certified System AdministratorServiceNow modules knowledgeAnalytical skillsEmpathetic listening

Required

Five years to eight years of similar or related experience, including preparatory experience

Experience in administering and configuring ServiceNow

Bachelor's Degree in Computer Science, Information Technology, or related field of study

Working knowledge of ServiceNow modules (ITSM, SPM, HAM, SAM) and platform components (CMDB, Service Catalog, workflows)

Strong analytical and critical thinking skills with proactive approach to troubleshooting, anticipating challenges, and implementing preventive solutions

Empathetic listener who translates user concerns into creative technical solutions aligned with business goals and system efficiency