Corporate ServiceNow Request Administrator

About The Role

Summary

The IT ServiceNow Request Administrator (IT SRA) oversees GBCI's service catalog and serves as the subject matter expert for the Service Catalog and Service Request Management practice. This position involves managing user access, fulfillment workflows, and catalog configurations within the Request Management and Service Catalog modules. The IT SRA requires the ability to work independently without detailed, step-by-step instructions. Employees are expected to use critical thinking, problem-solving skills, and sound judgment to manage daily tasks, prioritize competing demands, and achieve desired outcomes.

This role supports stakeholders by answering questions, providing guidance and instruction, developing training materials, and troubleshooting issues as they arise. A significant portion of the position involves assisting requesters with identifying the appropriate services and understanding how and where to submit requests, while demonstrating a high degree of empathy, professionalism, and customer focus.

The IT ServiceNow Request Administrator designs effective solutions that balance business needs and technical debt, builds and implements catalog updates, performs unit testing, and supports solutions throughout their lifecycle. The role requires strong collaboration and teamwork skills to work effectively with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, and other stakeholders.

The position performs daily operational activities that support request processes and actively contributes to the creation, maintenance, and sharing of knowledge articles and documentation. The IT ServiceNow Request Administrator implements and supports SLA and OLA processes, provides governance oversight to ensure standards are met, manages incidents through resolution, and identifies opportunities to improve the service catalog and related processes to reduce future incidents and enhance the user experience.

This is a low-code position that includes limited scripting activities, primarily related to catalog form functionality such as showing and hiding fields through Catalog Client Scripts. More advanced scripting and development requirements are coordinated with the development team.

This is a Corporate position located in Missoula, Montana. The entry rate for this position is $45.63 + /hour (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Description

• Service Catalog Administration and Governance - This role is responsible for the ongoing administration, quality, and effectiveness of the ServiceNow Service Catalog, ensuring service requests are accurately defined, efficiently routed, and delivered in a timely manner to meet the needs of business stakeholders. Responsibilities include maintaining catalog items, forms, workflows, request fulfillment processes, documentation, and related configuration records; coordinating with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, and development resources to ensure solutions align with business requirements and platform standards. This role will perform basic no-code/low-code configuration updates, scripting, and integration management as well as maintain process documentation and flow diagrams; however, complex development, integrations, and platform engineering activities are performed as part of a designated development Fusion Team, or third-party partners. As the Service Catalog subject matter expert, this role is responsible for promoting service catalog best practices, supporting continuous improvement efforts, assisting in reducing technical debt, and ensuring a complete, accurate, and user-friendly catalog experience across Glacier Bancorp.
• Service Request Management - Act as the subject matter expert for the Service Request Management practice at GBCI. This includes but is not limited to managing request cancellations, communicating with requesters, providing step by step guidance on how to submit requests, providing status updates and increasing priority on existing requests, and implementing SLA and OLA management. Service Level Agreement and Operational Level Agreement management will include monitoring/reporting on adherence, communicating with the appropriate stakeholders, providing reporting to other fulfillment teams and leadership, and designing thresholds that prompt specific actions to be taken at each threshold. Collaborate with internal teams and vendors on integrations between ServiceNow and systems such as SailPoint and WorkDay.
• Incident Resolution - Responsible for providing prompt and effective resolution to incidents related to the service catalog. This includes troubleshooting workflows, analyzing and improving current processes, and developing solutions in stages to (a) resolve the issue quickly and (b) prevent this issue from recurring whenever possible.
• Direct Stakeholder Support - There are many stakeholders across GBCI that will need help with service requests at one time or another. This role will strive to provide excellent customer service, answering questions as they arise, identifying gaps in processes that may require updates to the catalog, and providing training and ongoing support to requesters, approvers and fulfillers across all departments and divisions. This will sometimes involve providing step-by-step instructions with links to the appropriate service request and screenshots of selections. At times knowledge articles will need to be created and shared, training courses will need to be updated, or reports, scheduled reports, dashboards and/or queues will need to be created or updated. This role will always try to create the best experience for all stakeholders that engage with our department.
• Tasks supporting Service Request flows - Perform daily tasks to ensure requests flow as needed while meeting SLAs and the needs of Glacier Bancorp.
• Training, Knowledge Management and Documentation - This role will be responsible for providing training on Service Request processes. This includes creating knowledge articles, updating training courses, providing live training sessions, documenting and continually improving on current processes, and listening to the needs of our stakeholders. This role will provide guidance by phone, email, chat, live meetings with screenshare, updating information to be added to training software, knowledge articles, Visio diagrams, and other documentation.
• Reports/Dashboards/Scheduled Reports - This role will be responsible for assisting other teams with reports, dashboards, scheduled reports, and queue management. Assistance will include creating and educating other teams on how to create their own reports. Dashboards may need to be set up to assist teams in managing their work, and eventually to provide visibility into SLAs and OLAs. Scheduled reports can be emailed to individuals as needed. Some teams may need assistance in setting up queues to view their work outside of dashboards.
• Security is everyone's responsibility. You will read and understand all the SOx and FDIC audit policies and adhere to all directives as prescribed. You will ensure that your work product consistently meets all SOx and FDIC audit directives and policies as defined and consult and work with auditors on the subject matter in question
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.

About You

QualificationsTo 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.

Education

Required/Preferred

Education Level

Description

Required

Associate Degree

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Experience

Required/Preferred

Experience Level

Description

Required

3 years

Hands on ServiceNow administration experience.

Required

5 years

Five years of IT experience troubleshooting and providing customer support.

Required

Knowledge Of

Experience supporting or coordinating integrations with external systems, i.e. SailPoint

Required

Knowledge Of

Familiarity with the basic principles of ITIL

Would an equivalent combination of relevant education and work experience be considered?: Yes

License/Certification

Required/Preferred

License/Certification

Description

Preferred

Active ServiceNow Certified System Administrator (CSA) certification, or obtain within 6 months

ITIL 4 Foundation

ServiceNow Service Portal Micro-Certification

Preferred

ServiceNow Service Portal Micro-Certification

Preferred

ITIL 4 Foundation

Required Skills and Abilities

• Developed sense of professionalism, combined with an outgoing and friendly demeanor, and exceptional personal and customer service skills
• High level of initiative and willingness to tackle unfamiliar situations and technical issues
• Effective communication and presentation skills with significant patience and empathy interacting with all employees and staff
• Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communication may require in-depth discussions or short and concise exchanges. Will need to be able to determine what is needed and tailor communication to the audience and situation.
• Will be required to work outside of scheduled hours to respond to technology issues.
• Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
• Employee must be capable of regular, reliable, and timely attendance.

Additional Requirements

Travel

Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

Working Conditions

Environment: Indoors, a climate-controlled shared work area.

Noise Level: Minimal noise.

Lifting: Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work. The employee is constantly required to stand and walk.

Vision

Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.

Physical Activities

Frequency

Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces.

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.

Crawling: Moving about on hands and knees or hands and feet.

Crouching: Bending the body downward and forward by bending leg and spine.

Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips.

Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling.

Grasping: Applying pressure to an object with the fingers and palm.

Kneeling: Bending legs at knee to come to a rest on knee or knees.

Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position.

Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.

Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.

Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers.

Stooping: Bending body downward and forward by bending spine at the waist.

What We Offer

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6