Job Description

Overview

Support Services System Administrator (Remote)

Responsibilities

• Responsible for configuring, administering and developing the ITSM systems and integrating with other IT systems. Works with IT and Business leaders to develop technical solutions that satisfy the business needs of departments seeking to use ServiceNow
• Daily tasks involve general support, administration and maintenance of ServiceNow platform and associated applications, including: Create custom applications, record producers, catalog items and their associate workflows. Monitor health, usage and compliance of ITSM tool and its applications. Monitor, control and manage system security and patch cycles in accordance with security policy
• Daily tasks also include: Configure and customize the ITSM system including UI, workflows and integration with other systems. Develop systems integrations and process automation. Load, manipulate and maintain data between ServiceNow and other integrated systems. Create ServiceNow reports and dashboards. Report on KPIs and metrics in SN performance analytics
• Serves as the primary point of contact for all operational support issues related to ServiceNow and coordinates application and platform upgrades
• Demonstrates a high degree of creative and committed problem-solving skills, resolving moderately difficult to complex ITSM related incidents according to established IT policies, procedures and standards.

Additional Responsibilities

• Responsible for Level 1 admin providing basic to intermediate account administration. Exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
• Participates in training, in-service programs, vendor seminars, etc. to maintain a high level of technical skills. Participates in cross-training, may train other colleagues and acts as an escalation point for the Service Desk and Field Support
• Understands BILH centric clinical and core applications with ability to troubleshoot and resolve performance, access and interoperability issues. Performs assessments and diagnosis of problems using remote tools, with fixes as needed.
• Understands best practices regarding BILH and departmental policies and procedures.
• May contribute to the creation of processes and procedures within the knowledge base. Works closely with teams to develop standardized workflows

Competencies

• Decision Making: Ability to make decisions guided by general instructions and practices; may propose solutions for moderate complexity.
• Problem Solving: Ability to address varied problems using analysis and knowledge.
• Independence of Action: Ability to set goals and determine how to achieve results with some guidelines.
• Written Communications: Ability to communicate clearly in written English with internal and external customers.
• Oral Communications: Ability to convey complex verbal information in English to staff, patients, families and external customers.
• Knowledge: Demonstrates working knowledge of standard concepts, practices, procedures and policies.
• Team Work: Interact respectfully with colleagues to deliver services.
• Customer Service: Provide high level of customer service with active listening and problem solving; remain calm in stressful situations.

Education and Experience

• Required Qualifications:
  High School diploma or GED required.
• Experience:
  1-3 years related work experience in Service Desk and/or identity Access Administration in a large enterprise with MS Windows / MS Office environment. Advanced knowledge and experience with ITSM systems such as ServiceNow or Remedy. Knowledge of various Operating systems (iOS/Android). Knowledge of Network fundamentals is required. Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc) is required. Experience in Microsoft O365 Applications is required. Advanced technical computer skills for support specific to functional area and related systems.

Preferred Qualifications

• Knowledge of Apple, Samsung and Google mobile device hardware is desirable.

Pay Range
$24.00 - $36.50

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.

Equal Opportunity Employer/Veterans/Disabled

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