ITSM Specialist - ServiceNow

The Jackson Laboratory   •  

Farmington, CT

Industry: Pharmaceuticals & Biotech


Less than 5 years

Posted 76 days ago

This job is no longer available.


Do you crave the excitement of a start-up company, coupled with the resources and support of an established and well-respected organization? The Jackson Laboratory ( is an independent, nonprofit biomedical research institution internationally recognized for its research excellence and world-class faculty, who perform leading-edge research in the fields of human genomics and mouse genetics. At JAX, our Information Technology is as exciting as our cutting-edge science. Join our IT team to help design, launch, and manage our next generation IT Service Management processes and systems in support of scientific research.

The ITSM Specialist - ServiceNow role is to plan, design and launch effective and efficient ITSM systems in support of the core organizational functions and IT business processes at The Jackson Laboratory. This includes gathering and analyzing data and documenting (IT) business processes and requirements while applying ITIL and IT Service Management and ServiceNow best-practices. The BSA is also responsible for investigating application issues complete with probable causes and possible solutions to systems issues. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of ITSM investments.

This position also requires administration and management of the ServiceNow platform as well as ensuring the development of technical ServiceNow solutions to satisfy the business needs of the IT department and the Jackson Laboratory. This requires applying innovative ServiceNow technology to business processes in order to develop solutions, troubleshoot issues, and advise on options, risk and impacts on business processes and technical architecture. Candidate will design IT capability based on business requirements by leveraging new features; in addition to creating and/or reviewing ServiceNow applications, data integrations, and reports using the ServiceNow platform. The BSA may act as a lead on assigned projects as well as coordinate vendor implementation and development activities.


Business Systems Analysis (60%)

  • Lead requirements, business process definition and design sessions with decision makers, systems owners and end users in defining new and existing ServiceNow applications for the purpose of enhancing business processes, operations, and information process flow
  • Facilitate sessions, document requirements and business process flow; review with business users and finalize documentation
  • Apply best practices IT Service Management and ITIL framework to process development activities, software design/configuration, and associated implementation activities
  • Draft system design proposals and systems models, specifications, diagrams, and charts to provide direction to internal and external developers and quality assurance staff
  • Participate in application issue investigations, document findings; identify probable causes and draft recommendations for resolution
  • Participate in sessions to establish scope and parameters of requirements, analysis and design efforts in order to define outcome criteria and measure-taking actions
  • Oversee small implementation projects
  • Participate in research on products and document findings; lead small to medium product research efforts
  • Participate in and facilitate components of ITSM process deployment projects including documentation development, training, Management of Change, and communications/marketing.

Administration & Support (30%)

  • Overall administration of multiple ServiceNow instances and mid-server configuration
  • Assure stability, security, and performance of ServiceNow platform and applications
  • Responsible for monitoring, maintenance patching, and user management within ServiceNow platform
  • Facilitate and test all system upgrades and configuration changes on ServiceNow
  • Responsible for ensuring ServiceNow platform meets business performance requirements
  • Responsible for data management within the platform (excluding CMDB, Application, and Service Portfolio)
  • Provide Support (Incident, Problem, Change, and Release Management) for ServiceNow platform and applications – including Training of IT staff as required
  • Develop and maintain operational and support standards and documentation
  • Coordinate for all internal/external functions during ServiceNow-related incidents; ensure resolution of incidents to SLA
  • Perform analysis and provide reporting on both process and service metrics, KPIs, OLA/SLA

Development (10%)

  • Coordinate design, development and deployment on the ServiceNow platform
  • Perform simple development activities
  • Create custom applications, record producers, catalog items, workflows, scripts, user interfaces, and notification design
  • Drive complex integrations and development by partnering withinternal and vendor ServiceNow project teams and developers
  • Coordinate system integrations and automation with applications such as Active Directory, SCCM, HR, in-house, and COTS applications
  • Prepare requirement specifications and design documents
  • Establish and drive ServiceNow development and configuration standards consistently across all environments; Provide recommendations for process improvement
  • Facilitate the implementation and integration of all modules


  • Remain current on ServiceNow products, architecture and applicable integrated technologies
  • Maintain and develop positive working relationships with IT and vendors in order to foster a collaborative environment
  • Manage special projects and initiatives
  • Perform other duties as required


  • College degree in Computer Science, IT, MIS, or related field or equivalent experience
  • Minimum of three (3) years of experience managing, designing, development and deployment experience with the ServiceNow platform
  • Strong experience and working knowledge of ITSM, ITIL framework, and enterprise ITSM projects
  • Demonstrable track record in use of and support for ITSM platforms
  • Certrtified in ServiceNow Foundations / ServiceNow System Administrator
  • Knowledge and experience of the DevOps and Agile delivery desirable
  • Knowledgeable in relevant ServiceNow development technologies (e.g. Scripting: JavaScript, XML, Web Services, HTML, CSS)
  • ServiceNow Developer training (certification preferred)
  • ITIL Foundation Training (certification preferred)
  • Travel and on-call availability may be required