Overview
The International Rescue Committee (IRC) responds to humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people affected by conflict and disaster. Founded in 1933, the IRC is one of the world\'s largest international humanitarian organizations, working in more than 40 countries and 29 U.S. cities to help people survive, reclaim control of their future, and strengthen their communities. IRC employees deliver lasting impact by restoring safety, dignity, and hope to millions.
Background / IRC Summary
The IRC helps people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. Founded in 1933 at the request of Albert Einstein, the IRC works with people forced to flee from war and disaster and with host communities, as well as those who remain within their homes. Today, the IRC operates in over 40 countries and 25 U.S. cities, restoring safety, dignity, and hope to millions who are uprooted and struggling to endure.
Job Overview / Summary
The Senior ServiceNow System Administrator is a strategic technical leader responsible for the design, optimization, and governance of the ServiceNow platform. This role involves advanced configuration, integration, performance tuning, mentoring junior team members, and aligning platform capabilities with business goals.
Major Responsibilities
* Provide Tier 2/3 end-user support for ServiceNow issues, including troubleshooting and resolution.
* Lead development, configuration, and maintenance of core modules such as Problem Management, CMDB, Service Catalog, HAM, and SAM.
* Lead integration of ServiceNow with other enterprise systems (Workday, Integra, etc.).
* Stay current with ServiceNow releases and new features; recommend adoption strategies.
* Advise Product Owner and Business Leadership on technical best practices for ServiceNow implementation and integration.
* Design and implement complex workflows, business rules, UI policies, client/server scripts, and automation.
* Produce documentation to facilitate usage of the system, including user and admin guides.
* Collaborate with stakeholders to gather and document solution requirements for critical incidents and requests.
* Provide expertise and lead delivery of major releases/upgrades from ServiceNow.
* Leverage agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
* Monitor system performance and proactively identify and resolve issues.
* Support System Admin in developing training materials and conducting training sessions on ServiceNow applications and solutions at least once per quarter.
* Provide mentorship and guidance to junior administrators and developers.
Key Working Relationships
Position Reports to: Associate Director, Business Systems – IT
Other Internal and/or External Contacts: Internal application users and system stakeholders; External software and system vendors, Managed Services provider, and implementation partners.
Job Requirements
Experience Requirements
* Bachelor\'s degree in Computer Science, Information Systems, or related field (or equivalent experience).
* Minimum 5 years of hands-on experience with ServiceNow administration.
* ServiceNow Certified System Administrator (CSA) certification.
* Strong understanding of ITIL processes and best practices.
* Experience with scripting and integrations.
* Experience troubleshooting, analytical, and communication skills.
Preferred Requirements
* ServiceNow Certified Implementation Specialist (CIS) in one or more modules.
* Experience with ServiceNow ITOM, HRSD, or SecOps.
* Familiarity with Agile/Scrum methodologies.
* Experience with CMDB and Discovery.
Working Environment
* Standard office work environment.
IRC values and standards apply to all employees, including the IRC Way – Standards for Professional Conduct: Integrity, Service, and Accountability. Policies protect Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti-Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
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