ServiceNow Solution Administrator

Type of Appointment: Full-Time, Probationary

Collective Bargaining Unit: California State University Employees Union - Unit 9

Job Classification: Analyst/ Programmer

Anticipated Hiring Amount: $5,833 - $6,666 per month

Work Hours: Monday - Friday 8:00 am-5:00pm

THE DEPARTMENT

The Division of Information Technology & Institutional Planning (IT&IP) provides innovative, strategic, and cost-appropriate technology services in collaboration with the campus community to advance the university's mission. Technology services are recognized as an essential resource in furthering the university's mission. IT will provide technology solutions, expert consultation, and leadership, resulting in numerous enhancements to the advancement of learning and knowledge and to the effectiveness of campus support services and business processes for the entire university. This position is in the Mobile and Web Applications unit within the Enterprise Applications & Data Warehouse department within the IT Division. IT Mobile and Web Applications support the campus needs for a variety of applications, web applications, websites, and information systems.

DUTIES AND RESPONSIBILITIES

Development:

• Following the specifications provided, develop new user interfaces and workflows using standard development and accessibility techniques and tools.
• Follow common practices for the environment in which the development occurs.
• Conduct unit and integration testing of development efforts for correct operation and performance.
  • Document test cases and results.
• Coordinate with other technical staff members and users to complete development work.
• Document development to facilitate ongoing support and maintenance. Create end-user documentation as needed.
• Submit results of development for migration to the production environment following established procedures. Coordinate these activities with other technical staff and with users.
• Working with process participants to document work-flow processes, ensuring that all steps and process participants are included. Documentation will be developed based on department standards. Ensure completeness and accuracy between the documentation and the actual process steps used by staff and approved by respective/affected managers.
• Upon management approval, implement the process in Service Now using division and department standards and providing system/application documentation.
• Coordinate end-user testing, capturing feedback, prioritizing issues lists, and resolving issues with all participants in a timely manner with manager review. Change management processes are followed. Apply follow-up support and changes as needed to address issues.

As needed, develop end-user documentation and training.

• As necessary, research best practices, standards, and alternatives, including technical alternatives.

Service Now Administration:

• Perform duties of primary Service Now system administrator:
• Maintain and provide oversight for all production and non-production environments.
• Plan and coordinate changes and upgrades.
• Apply development updates to the production environment
• Monitor the system and follow notifications and outages.
• Act as the campus liaison to the vendor. Escalate issues, follow up on resolutions, and stay informed of new releases and features. Participate in the user community to exchange ideas and learn new approaches.
• Work with end-users to coordinate unit, integration, and system testing for updates.
• Administer and coordinate automating and supporting services based on priorities set by IT management.

Non-primary system administration duties

• Create custom user reports and dashboards
• Provide a wide variety of metrics

Project Administration:

• Coordinate new development, release, upgrade, or implementation projects.
• Upon request, perform project management on sub-projects within an overall campus or department project.
• For assigned projects, develop action item lists and project plans. Maintain prioritized action items, project plans, and project budgets based on input from project participants with project sponsor oversight.
• Respond to project issues with appropriate information/resources, including management review. Research as necessary to understand root cause, technical and operational alternatives, and best practices.
• Assist with project communications and training (teams, working groups, status reports, newsletters, promotions, workshops, etc.).

Coordinate, schedule, and facilitate project team meetings as needed.

• Working with program and project teams assists with designing, developing, and implementing project and/or program support and tracking procedures, tools and processes, and training.

QUALIFICATIONS

To enter this classification, a basic foundation of knowledge and skills in applications programming and systems analysis and related programming support functions is a prerequisite. This foundation would normally be obtained through a bachelor's degree, preferably in computer science or business, or equivalent training and applied experience. Foundation knowledge and skills for the Analyst/Programmer, depending on the position assignment, may include working knowledge of a specific industry standard applications programming language and knowledge of standard systems analysis techniques.

The career level is broad and includes intermediate through senior-level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.

Preferred Qualifications

• Fundamental knowledge of information systems and application design, architectures, and integration, including data and system dependencies.
• Knowledge and experience with ServiceNow solutions and/or web applications.
• Critical problem-solving skills to identify technical issues when they exist, identify possible causes, and effectively and efficiently solve reported technical problems while minimizing escalations. Effectively escalate technical issues based on department practices, procedures, guidelines, and judgment when needed.
• Ability to respond to questions and inquiries based on written documentation, technical information, and campus and department policies, procedures, practices, and guidelines.
• Excellent interpersonal and team skills demonstrated by the ability to work with a team to evenly distribute work among team members, as well as the ability to anticipate needs and act
• accordingly. This is also demonstrated by the ability to interact professionally with colleagues and customers.
• Excellent communication skills demonstrated by the ability to present ideas and information clearly in written and verbal communication with colleagues and users via phone, in-person, documents, email, and documentation.
• Ability to concentrate for extended periods; Ability to work amid distractions.
• Ability to operate a computer for extended periods in an office or laboratory environment.
• Ability to train others on new skills and procedures and provide lead work direction.
• Experience working in a higher-education environment.
• Experience documenting business processes and evaluating and designing associated technical/automation solutions.
• Experience documenting end-user instructions for completing a given process using an automated application.
• Knowledge and/or experience with Service Now or other ITSM-classified tool
• Experience with scripting systems and applications.
• Experience with presenting training sessions in a professional setting.
• Experience researching, evaluating, and recommending automated methods to meet business requirements and/or address business problems.
• Experience with professional presentations, such as training sessions, conference presentations, etc.
• Relevant knowledge and/or professional certifications, such as ITIL, PMP

Out of State Work

The California State University (CSU) system is a network of twenty-three public universities providing access to a quality education through the support of California taxpayers. Part of CSU's mission is to prepare educated, responsible individuals to contribute to California's schools, economy, culture, and future. As an agency of the State of California, the CSU's business operations almost exclusively reside within California.   The CSU Out-of-State Employment Policy prohibits hiring employees to perform CSU-related work outside California. See policy at https://calstate.policystat.com/v2/policy/10899725/latest/. 

Background Check

Cal Poly Pomona will make a conditional offer of employment to final job candidates, pending the satisfactory completion of a background check (including a criminal records check).

The conditional offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. 

In determining the suitability of the candidate for the position, Cal Poly Pomona will give an individualized assessment to any information that the applicant submits for consideration regarding the criminal conviction history such as the nature, gravity and recency of the conviction, the candidate's conduct, performance or rehabilitation efforts since the conviction and the nature of the job applied for.

For more information, go to https://calstate.policystat.com/policy/13813878/latest/.

Employment Eligibility Verification

Cal Poly Pomona hires only individuals lawfully authorized to work in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.  See Form I-9 Acceptable Documents at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents.

Child Abuse/Neglect Reporting Act (CANRA)

The person holding this position is considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. See policy at https://calstate.policystat.com/v2/policy/10927154/latest/.

Security & Fire Safety 

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, California Education Code section 67380, and the Higher Education Opportunity Act (HEOA), Cal Poly Pomona's Annual Security Report and Annual Fire Safety Report are available for viewing at: https://www.cpp.edu/pdfs/annual_security_report.pdf and https://www.cpp.edu/housing/documents/fire_safety_report.pdf.

Pay Transparency Nondiscrimination 

As a federal contractor, Cal Poly Pomona will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  For more information, see the Pay Transparency Nondiscrimination Provision poster.

CSU Classification

This position is part of the CSUEU bargaining unit, the CSU Classification Standards for this position are located on the following site, https://www.calstate.edu/csu-system/careers/compensation/Pages/Classification-Standards.aspx. The CSU Salary Schedule is located on the following site: https://www.calstate.edu/csu-system/careers/compensation/Pages/salary-schedule-documents.aspx. The classification salary range for this position according to the respective skill level is minimum $4,678 and maximum $11,547 per month. Please refer back to the anticipated hiring range for the appropriate salary rate for this particular position.

Reasonable Accommodation

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact the ADA Coordinator by email at ADACoordinator@cpp.edu. More information is available at: https://www.cpp.edu/eoda/employee-labor//access-accommodations/index.shtml.

EEO

Cal Poly Pomona is an Equal Opportunity Employer. The University subscribes to the pay transparency nondiscrimination provision and all state and federal regulations that prohibit discrimination based on race, color, religion, national origin, sex, gender identity/gender expression, sexual orientation, marital status, pregnancy, age, disability, genetic information, medical condition, and covered veteran status. More information is available at: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf and at https://www.cpp.edu/eoda/employee-labor/documents/aa-eeo-doc/policy-statement_...