GENERAL SUMMARYThe Service Now Administrator will provide System and Client support for the Service Now Platform. Responds to system issues, workflow queries, design and approval processes and troubleshoots any other issues that arise. Identifies areas of improvement. Collaborates with department leaders and stakeholders to better utilize the system and develop new processes. Maintains an excellent relationship with the vendor and escalates any issues. Supplies reports as needed.
ESSENTIAL FUNCTIONS- Perform day to day administration of the ServiceNow Platform, including making approved changes to process and workflows. Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design.
- Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow
- Communicate and collaborate with Managers, Team members, Stakeholders and End Users to identify and refine business requirements and workflows.
- Monitor health, usage and overall compliance of ServiceNow and its applications - working closely with the IT Governance Team to ensure audit requirements are met accurately and timely.
- Facilitate workflow enhancements to the ServiceNow application including automation and/or additional self-service features and functions.
- Excellent analytical and problem-solving skills.
- Logical and efficient with a keen attention to detail.
- Flexibly to adapt to a changing environment while under pressure.
- Communicate and collaborate with Managers, Team members, Stakeholders and End Users.
QUALIFICATIONSEducation:
- Associate's Degree in Computer Science preferred but not required.
Experience:
- Minimum of 2 years of experience as a Service Now (preferred) or other Customer Service Platform Administrator.
- Experience in a banking environment preferred but not required.
- Experience with collaborating with managers and users of diverse departments. Ability to think outside the box for unique resolutions to problems.
- Experience with diagnosing and improving workflows.
- Experience with implementing new modules.
- Experience in adhering to timelines and the ability to prioritize.
Skills/Ability:
- Must have a strong desire to proactively and consistently improve the platform.
- Must have a strong desire to help and serve others in this role.
- Ability to prioritize tasks and work independently.
- Strong verbal and written communication skills.
- Ability to manage multiple tasks efficiently and accurately.
- Self-motivated and able to work independently.
- Excellent collaborative skills required.
- High attention to detail required.
OTHER DETAILS$44.76 - $46.97 / hour
Pay determined based on job-related knowledge, skills, experience, and location.
This position may be eligible for a discretionary bonus.
Cathay Bank offers its
full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
