IT Service Management Administrator

This position can be located in Bend, OR; Boise, ID; Omaha, NE; Denver, CO; Spokane, WA; Sioux Falls, SD or Billings, MT.

What's Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That's why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Student debt employer repayment program.
• 401(k) retirement plan with a 6% match.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve, and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY
Performs the day-to-day administration, configuration, and ongoing maintenance of the ServiceNow platform. Supports the platform and the employees that utilize the ServiceNow applications. Automates and creates efficiencies for users of the ServiceNow platform while creating an easy-to-use portal for the FIB workforce to interact with IT. Responsible for serving as a technical contact between the vendor and business unit, working with leadership and project teams regularly to resolve outstanding issues, and complete routine to complex tasks and project deliverables.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Research, tests, and assists in deployment of upgrades and releases while adhering to documented change management process and procedures.
• Administers, configures and performs day to day ServiceNow administration and production support, including workflow changes, and creation/updates to templates, tables, fields, catalog items, and notifications.
• Collaborates with business units to automate and streamline business processes.
• Creates and maintains ServiceNow reports and dashboards based on defined measures, SLA's, metrics and key performance indicators.
• Supports the continuous improvement of ITIL processes including Incident, Problem, Change, Release, Asset & Configuration, CMDB, and Knowledge.
• Provides subject matter expertise to assist in the development and delivery of training for End Users.
• Creates and maintains system documentation including procedures, diagrams, disaster recovery plans, user access audits, and test plans.
• Identifies, analyzes, and resolves issues related to ServiceNow applications. Provides timely support to End-Users and other team members.
• Gathers, interprets, and reports system performance issues to vendor, business unit(s), and management.
• Analyzes, evaluates, and recommends system changes, configuration and enhancements based on business requirements of assigned applications.
• May be required to work after hours and weekends to accomplish work tasks.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong communication skills, both written and oral.
• Ability to remain objective and professional in times of conflict.
• Strong analytical and problem-solving skills with attention to detail.
• Must be a self-starter; Ability to work independently or with a team.
• Ability to properly prioritize workload and remain adaptable under pressure.
• Must have strong organizational and analytical skills.
• Must possess a solid balance of technical and business knowledge.
• Must possess skill mastery and aptitude to easily take on new applications.
  

EDUCATION AND/OR EXPERIENCE

• Bachelor's Degree in Computer Science, Information Technology, or related field (or equivalent work experience) required
• ServiceNow Certified System Administrator preferred
• ITIL Foundation preferred

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Standing - Occasionally
• Sitting - Frequently
• Dexterity of hands/fingers to operate computer keyboard and mouse- Frequently
• Lifting - Occasionally up to 50lbs

COMPENSATION & BENEFITS

We offer a competitive total compensation package including base salary and benefits. The pay range for this position is $78,540 to $125,730 per year in CO and depends on a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills and experience, education, and geographic location. Benefits include, but are not limited to, medical, dental, vision, short- term and long-term disability benefits and life insurance, flexible spending accounts, health savings account, employee assistance program, 401(k), Paid Time Off (new hires accrue at .069 per hours worked which equates to approximately 18 days per year inclusive of paid sick time) and up to 11 paid Federal holidays. For more information regarding our benefits, please visit https://www.firstinterstatebank.com/company/about/employee-benefits.php.