ServiceNow Administrator I

As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY/OBJECTIVES

The IT Governance ServiceNow Admin is responsible for the day-to-day administration, configuration, and ongoing maintenance of the ITSM platform in all its environments. Modules to be supported include Request, Change, Incident, Problem, CMDB, Asset, Service Catalog, Knowledge, Service Portal, Performance Analytics, Security Incident Response and other service modules. This is a remote position.

ESSENTIAL FUNCTIONS

DELIVERY

• Perform day to day administration of the ServiceNow system
• Perform ServiceNow implementation tasks including but not limited to: configuration, integration, testing, requirements gathering and solution design.
• Design, Implement, Maintain performance measurement systems to monitor and analyze trends associated with ITSM processes and service performance to ensure overall compliance
• Work with Technology team members to identify and refine business requirements and workflows as defined by the stakeholders and Product Owners.
• Communicate process standards to ensure understanding across the organization.
• Research. Review and analyze the effectiveness and efficiency of procedures and develop strategies for enhancing these processes in accordance with ITIL best practices to enable continuous improvement.
• Maintain and update documentation of processes supported, to include procedures.
• Create and update ServiceNow reports and dashboards
• Adhere to existing processes/standards/policies as set forth by the Company or other departments as these apply.
• Perform upgrades to ITSM applications as required.
• Perform system testing on production changes to ensure accuracy of processing prior to implementing changes in production environment.
• May become responsible for supporting other processes and duties in supporting area.

PROFESSIONAL

• Support Sundown rule returning calls and emails before the end of the day, even if to let the inquirer know that you are working on the issue/request.
• Establish effective relationships with Technology personnel, program and project managers, and other business partners.

• Prioritize and manage own workload in order to deliver quality results and meet timelines. Ensure quality and accuracy of data and information is a priority.
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
• Continuously enhance knowledge/expertise in own area and keep current with trends/development and regulatory changes which may affect documentation or processes.
• Possess and demonstrate effective communication skills/habits, both written and verbal

OTHER DUTIES

• Accepts other duties as assigned.

COMPETENCIES:

• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Performance Analytics
• Knowledge of ITIL processes is preferred
• Knowledge of banking process preferred
• Advanced knowledge MS Office tools, particularly Excel, PowerPoint, Visio, Word, and SharePoint
• Advanced understanding of businesses supported
• Knowledge of Helpdesk operations and fundamentals is preferred
• Strong written and verbal communication skills
• Ability to learn and grasp new concepts and business processes quickly.
• Detail-oriented with ability to communicate with diverse stakeholders
• Organizational skills; ability to multi-task and prioritize; strong attention to detail; ability to work in a dynamic environment , independently and within teams

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Education: College Degree or equivalent work experience
• Experience: 2 + years of ServiceNow administration experience required, Information Technology, Data Analysis, Reporting & Metrics
• Certified ServiceNow System Administrator required or obtained within 6 months.

TRAINING REQUIREMENTS/CLASSES

• Annual regulatory and compliance training
• Additional training may be required, as needed

RECOMMENDED ADDITIONAL TRAINING

New Employee Orientation

SUPERVISORY RESPONSIBLITIES

No

PHYSICAL DEMANDS/WORK ENVIRONMENT:

• Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
• This position requires a large amount of time in front of a computer.
• SouthState reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
• SouthState reserves the right to suspend Remote Work privileges at any time.

TELECOMMUNTING REQUIREMENTS:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable)
• You agree that you will not provide child or adult care during hours of scheduled work.

TELECOMMUNTING TECHNICAL REQUIREMENTS:

• A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
• Must be able to directly connect to router/modem via Ethernet cable.
• Check your download speed using a speed test.
• SouthState reserves the right to request proof of internet provider, speed and service package from the employee.
• Requirements are subject to change, as new systems and technology is delivered.

TRAVEL

This position requires travel to various South State locations as well as conferences, vendors, and other users.

Benefits | SouthState Careers