The primary purpose of the Senior Applications Systems Analyst is to oversee, lead, and/or participate in the functional and technical tasks necessary to plan, implement, support, and act as a ServiceNow Certified Systems Administrator (preferred) and support ITSM (Information Technology Service Management) for the Information Services Division. Responsibilities include planning, defining, developing, implementing, upgrading, administering, and supporting ServiceNow. Will be instrumental in helping to develop service strategy and helping with the design, communication, and enforcement of new ServiceNow modules. In addition, the

*Ideal candidates have ServiceNow Administration experience*

Senior Applications Systems Analyst will assist with the following:

• The Administrator will work closely with other administrators, developers, stakeholders, process owners and the platform owner to provide technical administration and platform governance, including change control, managing release deployments, the migration of code between ServiceNow instances and deployments to production, instance cloning, restoration activities, platform upgrade planning and execution, functional updates, patches and plugins

• Provide technical support for the resolution of system problems encountered in ServiceNow, analyze log files, configure file changes, update installation and configuration documents, execute validation/testing, and perform technical issue/problem/requests resolution, responsible for system configuration and enhancements, managing user access, permissions, roles, access and user management, manage ServiceNow instances, including security and access controls, maintain and improve ServiceNow (including any new modules.)

• Conduct ServiceNow platform health checks and assessments and provide recommendations for improvements. Ensure the security, availability, and performance of ServiceNow

• Support mid-servers and ensure integrations between ServiceNow and other platforms are functioning as expected

• Monitor ServiceNow performance and processes with a focus on performance and stability

• Provide support as needed as part of the operations team responsible for critical business platforms

• Work with cross-functional teams to gather and review requirements

•Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs

•Provide technical expertise on ServiceNow to other IT teams and business stakeholders

Process Development

• Manage the process strategy and agenda in collaboration with ServiceNow best practices for existing and new modules.

• Identify, recognize and analyze potential process issues.

• Identify, recognize, analyze, and help resolve potential and existing ServiceNow issues.

• Help to develop and maintain ServiceNow Platform Governance.

• Research and propose process, policy or technology recommendations to align with road map maturity model and strategy

• Prepare for and participate in control reviews and internal/external audit engagements

• Utilize ServiceNow to support all process management, reporting and governance activities

Deliver Solutions

• Lead and/or participate in the identification and documentation of business, functional, and technical problems.

• Analyze, document, and decompose problems into discreet requirements.

• Research, evaluate and provide input to potential solutions taking into consideration project constraints, organizational architecture standards, customer business processes and emerging technologies, where applicable.

• Lead and/or participate in the development of work tasks, estimates, schedules, materials and plans to meet business needs.

• Prioritize, monitor, and report progress for assigned tasks and resources.

• Identify and perform processes to produce high quality and reliable solutions.

• Lead and contribute to regular work sessions with staff and customers to discuss priorities and resource allocations to meet defined goals.

• Lead and/or participate in the design of solutions to meet business needs.

• Translate functional requirements into high-level technical designs and/or business processes in terms of the technical infrastructure; file and database structures; application integration; security; backup and recovery, and monitoring functions; user interfaces; and reports.

• Write detailed technical specifications and/or test plans.

• Create accurate programs, documentation, utilities and test scripts to meet business requirements and team standards.

• Install, configure and document applications, procedures and scripts.

• Perform testing and document results.

Professional Development

• Actively maintains functional knowledge of ITSM platform, ITIL methodology, and ITSM processes.

• Participates in various meetings as appropriate to maintain working knowledge of ITSM processes.

• Seeks knowledge to stay abreast of ITSM industry standards and trends.

• Maintains knowledge of and competency in IT Service Management standards and best practices, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database) (and any new modules).

• Maintains a strong working functional knowledge of ITIL and ITSM platform, including any certifications.

• Maintains education and functional knowledge of all MD Anderson and Information Services standards, policies, and ongoing education.

• Provides mentoring to any team members as assigned.

• Other Duties as assigned.

Education Required: Bachelor's degree.

Preferred Certification: ServiceNow Certified Systems Admin

Experience Required: Five years' experience in domain, analysis, design, project management, programming or Epic software. May substitute required education degree with additional years of equivalent experience on a one-to-one basis.

Preferred Experience:

ServiceNow Administration Experience

ServiceNow System Admin certification (admin or higher)

Experience with web service integrations using REST, SOAP, etc.

Experience using JavaScript, XML, HTML

ITIL v4 certification.

4 years of experience with ServiceNow and how it supports other ITSM process (e.g.: Incident, Problem, Change, CMDB, Service Mapping, etc).

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

• Requisition ID: 166784

• Employment Status: Full-Time

• Employee Status: Regular

• Work Week: Days

• Minimum Salary: US Dollar (USD) 103,000

• Midpoint Salary: US Dollar (USD) 129,000

• Maximum Salary : US Dollar (USD) 155,000

• FLSA: exempt and not eligible for overtime pay

• Fund Type: Hard

• Work Location: Hybrid Onsite/Remote

• Pivotal Position: No

• Referral Bonus Available?: No

• Relocation Assistance Available?: No

• Science Jobs: No

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