SUMMARY
The Systems Administrator III, as a member of the IT Infrastructure team, is responsible for implementing and maintaining a high performance, highly available systems and ServiceNow environment supporting users throughout the organization. This role will provide recommendations for moderately complex challenges and business needs. This role will design, implement, operate, and improve application services including on-premises and cloud-based applications, monitoring and alerting, configuration management, and servers. This role will have the opportunity to make a significant impact on the organization by introducing, and/or improving upon existing, technological solutions by working with modern technologies.

KEY RESPONSIBILITIES
• Administer and use ServiceNow for incidents, problems, and changes enforcing least privilege, auditing and appropriate handling of sensitive information (e.g., PHI/PII)
• Deliver technical resolution with documentation for escalated complex technical issues
• Develop and maintain automation, dashboards, workflows, assignment rules and reporting
• Participate in change management and release governance for all production changes
• Maintain CI classes and relationships; manage CMDB health, identification & reconciliation rules, and data governance; coordinate population sources
• Administer hardware and/or software asset lifecycles, asset-to-CI relationships, normalization, and reconciliation; support license compliance
• Maintain configuration documentation, runbooks, and change/decision log for platform governance
• Identify, monitor and address lifecycle events for all assigned platforms and apps
• Establish and maintain effective professional relationships across the business and with external business partners
• Serve as escalation point for platform configuration issues and support requests
• Identify areas of opportunities, propose and implement solutions
• Improve work quality by creating standard operating procedures and gaining adoption
• Improve effectiveness of team members by promoting an environment of knowledge sharing
• Compliance and adherence to all company policies and procedures
• Attends in-office meetings, participates in meetings, and attends educational programs as needed
• Serve as Level 3 technical support for platform incidents, including diagnosis, resolution, and root cause analysis
• Execute user provisioning and access changes against approved access policies
• Curate and maintain a platform-focused knowledge base for users and support tiers
• Produce and maintain technical documentation for all configurations, customizations, and
integrations
• Manage sandbox and demo environments to support development and stakeholder review
• Own the technical relationship with ServiceNow as the vendor, including support case
management, HI portal engagement, and participation in release readiness activities
• Other duties as assigned

QUALIFICATIONS
• 2+ year college degree in relevant field of study or equivalent working experiences
• 4+ years relevant work experiences
• 3+ years ServiceNow Administration and Development experience
• 3+ years Microsoft/Office 365 Administration, Configuration, and Automation
• 3+ years Installation, Configuration, and Troubleshooting Enterprise Applications
• 3+ years Cloud Infrastructure Administration (AWS, Azure)
• 3+ years Windows Server Installation, Configuration, and Troubleshooting
• 3+ years Windows Server patching and Upgrading
• 1+ years Backup, Recovery, and Business Continuity
• 1+ years Configuring and Maintaining Monitoring and Alerting
• 1+ years Configuration and Troubleshooting IP Networking, Domain Name Services, and E-mail routing
• ServiceNow Certified System Administrator or equivalent
• Ability to follow change management processes
• Success creating and deploying process automation (BASH, PowerShell, Python, JavaScript,
JSON, etc.)
• Demonstrated ability to deliver results with multiple concurrent projects
• Demonstrated ability to solve complex technical problems
• Strong skills in creating and maintaining a high performing, highly available environment
• Excellent communication and documentation skills
• Ability to work effectively in a team environment while being self-motivated and independent
• Positive attitude and ability to technically mentor other team members
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio, OneNote)

EDUCATION AND CREDENTIALS
• 2+ year college degree in relevant field of study or equivalent working experience
• 4+ year college degree in relevant field of study or equivalent working experience is highly
preferred
• Experience administering IAMS environments and EntraID
• Telephony System Administration and Troubleshooting Experience
• Database Administration and Troubleshooting Experience
• Relevant industry certifications (AWS, Azure, Cisco, Microsoft, CompTIA, VMware, etc.)
• Experience working in an agile environment