Scheduled Hours

40

Position Summary

In WashU IT Enterprise Applications, our goal is to promote an engaging work environment that motivates our team members to reach their full potential by bringing their whole selves to work. We encourage a culture of excellence that celebrates diversity, innovative thinking, and collaboration. We are dedicated to exceeding expectations of our university partners and communities we serve, which is only achieved by working together and respecting one another. We seek candidates who embrace diversity, equity and inclusion in the workplace where everyone feels valued and inspired.

Position requires developing technical solutions on the ServiceNow platform to satisfy the technical needs of our IT partners. Apply innovative technology to requirements in order to develop new solutions and troubleshoot issues with an out of the box first approach, as well as advising on options, risk and impacts on related systems and technical architecture. Design and review new requirements and new features based on technical needs in addition to creating and/or reviewing various ServiceNow objects, data integrations, and reports using ServiceNow platform.

Job Description

Primary Duties & Responsibilities

Lead Application Lifecycle Activities, Including:

• Code, monitor, maintain, test, and debug software applications.
• Follow established change management processes.
• Facilitate code reviews and enforce code standards.
• Develop and execute test plan development.
• Research and evaluate new technology, products, specialized hardware and tools to optimize development and functionality of applications.
• Make recommendations to management and customers.
• Assist in ensuring team members complete tasks as assigned, taking corrective action to stay on schedule.
• Using ServiceNow, design and implement user controls and policies.
• Configure and customize ServiceNow workflows and notifications for all ITSM ServiceNow modules with special emphasis on Security Incident Response, Vulnerability Response, Business Continuity, along with Asset and Configuration Management.
• Act as a single point of contact for ServiceNow operations for assigned projects and tasks.
• Troubleshoot and remediate availability, access controls and other operational issues.
• Create and configure notifications, UI pages, UI macros, Script Includes, Formatters.
• Participate in the Service Delivery process discussions and facilitate needed ServiceNow customizations, configurations and dashboards to support the delivery process.
• Document content for ServiceNow customizations, workflows and usage.
• Create, maintain, and enhance future connections between ServiceNow and other systems.

Provide Support:

• Support complex operational activities and recoveries.
• Coordinate with software vendors and external service providers.
• Troubleshoot escalated software bugs and provide fixes.
• Provide off hours support, as needed.
• Setup, support and maintain ServiceNow platform and applications.
• Provide ongoing support for innovations and solutions provided to project teams.
• Assist in resolution of Incidents, Requests and Changes primarily toward asset management, but also as needed in other areas of the ServiceNow platform.

Leadership:

• Provide technical direction and mentoring to staff.
• Direct the daily activities of, train, monitor and guide less experienced staff.
• Provide input to management on team member performance reviews, hire decisions.
• Contribute to the professional development of the team.
• Responsible team delivers excellent customer service.
• Ensure continual improvement of and adherence to departmental standards by team members.
• Perform other duties as assigned.

Working Conditions

• Ability to travel to on and off-campus locations.
• Ability to travel to on and off-site meetings.

Preferred Qualifications

• Undergraduate degree in a technical discipline.
• Seven years of relevant technology experience.
• Prior experience in a higher education technology environment.
• Relevant experience includes ServiceNow Administration and/or development IT Service Management work including incident, problem, asset, change, configuration, knowledge and/or service level management; demonstrated technical and/or business expertise; experience supporting IT service teams with effective utilization of ITSM tools and processes.
• Expertise in JavaScript, HTML, CSS, AngularJS, Ajax, JSON.
• Experience with Atlassian suite of products including Confluence and Jira.
• Configure and customize ServiceNow workflows and notifications for all ITSM ServiceNow modules with special emphasis on Security Incident Response, Vulnerability Response, Business Continue Module along with Asset and Configuration Management.
• Expert level of technical knowledge of application systems and analysis, as well as industry best practices.
• Extensive experience in researching and implementing new technologies in specialty or related areas.
• Has full technical knowledge of all phases of applications programming.
• Strong communication, presentation and collaboration skills.
• Champion continual improvement of internal processes and procedures.
• Experienced in consulting with clients and higher level technicians and analysts to resolve technical problems and ensure customer satisfaction.
• Ability to provide technical guidance to all skill levels.
• Ability to interact with customers to discuss and recommend alternative technical solutions.
• Ability to work extra hours and recognize the need to do so.
• Ability to adjust scheduled time.
• Ability to adjust to change and demands on time.
• Position Specific e. g. database, HR system,.NET, UNIX, current application development tools and languages, etc.

Required Qualifications

Bachelorâ™s degree in a technical discipline such as Computer Science, plus five years relevant technology experience or equivalent combination of education & experience.

Grade

G15

Salary Range

Base pay is commensurate with experience.

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? Weâ™ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the Universityâ™s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment â“ fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.

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