ServiceNow System Administrator

Job Posting Organization:
The International Rescue Committee (IRC) is a prominent international humanitarian non-governmental organization (INGO) that was founded in 1933 at the behest of Albert Einstein. The organization is dedicated to responding to the world's most severe humanitarian crises, providing essential services to restore health, safety, education, economic wellbeing, and empowerment to individuals affected by conflict and disaster. With operations in over 40 countries and 29 U.S. cities, the IRC employs a large workforce committed to making a lasting impact by helping millions of people regain their dignity and hope. The IRC's mission is to assist those in need and foster positive change in communities worldwide, making it a leading force for humanity.

Job Overview:
The ServiceNow System Administrator plays a crucial role in the day-to-day administration, configuration, and support of the ServiceNow platform. This position requires close collaboration with IT teams and business stakeholders to ensure the platform operates efficiently and effectively. The administrator will be responsible for providing Tier 1 and Tier 2 end-user support for ServiceNow-related issues, producing necessary documentation for system usage, and developing user-specific reports for performance analysis. The role also involves gathering and documenting solution requirements, designing and maintaining solutions on the platform, and contributing to the creation of Knowledgebase articles. Additionally, the administrator will implement system configuration changes and upgrades, provide expertise during major releases, and manage application functionality through Quality Assurance and user acceptance testing. Training materials will also be developed, and training sessions will be conducted quarterly to ensure users are well-equipped to utilize the ServiceNow applications and solutions.

Duties and Responsibilities:
The primary responsibilities of the ServiceNow System Administrator include:

• Providing Tier 1 and Tier 2 end-user support for ServiceNow-related issues, escalating to the Senior System Admin as necessary.
• Producing documentation to facilitate system usage, including user and admin guides.
• Developing and producing user-specific reports for trend and performance analysis.
• Collaborating with stakeholders to gather and document solution requirements for incidents and requests.
• Designing, configuring, and maintaining solutions built on the ServiceNow platform.
• Contributing to the creation and maintenance of Knowledgebase articles related to ServiceNow configuration and report building.
• Implementing system configuration changes and upgrades as required.
• Providing expertise and support during all major releases and upgrades from ServiceNow.
• Leveraging agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations. 1
• Managing the ServiceNow application functionality built by developers and system administrators through Quality Assurance (QA) and leading stakeholders through user acceptance testing (UAT). 1
• Developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.

Required Qualifications:
The required qualifications for the ServiceNow System Administrator position include a Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience. Candidates must have a minimum of 2 years of hands-on experience with ServiceNow administration and possess a ServiceNow Certified System Administrator (CSA) certification. Preferred qualifications include experience with core ServiceNow modules such as Incident, Problem, Change, Service Catalog, and Knowledge Management, as well as basic to intermediate knowledge of JavaScript. Additionally, candidates should have experience with user and group management, Access Control Lists (ACLs), roles, and the capability to implement scheduled jobs, notifications, and platform updates.

Educational Background:
Candidates for the ServiceNow System Administrator position are required to have a Bachelor's degree in Computer Science, Information Systems, or a related field. Equivalent experience may also be considered in lieu of a formal degree. This educational background ensures that candidates possess the necessary technical knowledge and skills to effectively manage and administer the ServiceNow platform.

Experience:
The position requires a minimum of 2 years of hands-on experience with ServiceNow administration. This experience should include familiarity with the core functionalities of the ServiceNow platform and the ability to provide effective support and solutions to end-users. Candidates with additional experience in related IT fields or with specific ServiceNow modules will be preferred.

Languages:
While the job description does not specify mandatory languages, proficiency in English is likely essential given the international nature of the organization and the need for clear communication with stakeholders. Additional language skills may be considered an asset, particularly in regions where the IRC operates.

Additional Notes:
The position is based in Nairobi, Kenya, and operates within a standard office work environment. The role adheres to the professional standards outlined by the International Rescue Committee, which emphasizes integrity, service, equality, and accountability. All IRC employees are expected to uphold these values and contribute to a safe and supportive work environment. The job may involve full-time hours, and the organization is committed to creating an inclusive workplace that values diversity and promotes professional development.