[Hiring] Senior Application Administrator @The Jackson Laboratory

Role Description

The Senior Application Administrator designs and develops system software in an Agile and ITIL environment, with a focus on the ServiceNow software IT service management platform. The primary responsibilities for the position include:

• Analyzing user needs and developing solutions for the ServiceNow software platform.
• Providing day-to-day support and maintenance of the ServiceNow platform, including:
  • Working on platform upgrades/functional updates.
  • Analyzing log files.
  • Configuring file changes.
  • Updating installation and configuration documents.
  • Performing validation/testing and technical issue/problem resolution support.
• Triaging and diagnosing process and technical issues with end users.
• Updating software or enhancing existing software capabilities.
• Documenting, tracking, and monitoring incidents to ensure timely resolution.
• Developing administrative and support knowledge of ServiceNow and other ITSM processes, systems, and services.
• Monitoring the health of the system.
• Conducting research and preparing response plans for messages sent from ServiceNow.
• Building ad-hoc reports and dashboards.
• Conducting requirements gathering sessions with JAX stakeholders as needed.
• Completing software development work for basic stories as approved in Azure DevOps.
• Conducting show back and managing UAT with stakeholders as needed.
• Assisting with rollout and transition into production of new components delivered by the ServiceNow project team.
• Participating in the annual upgrade project.
• Coordinating UAT and required upgrade tasks and scheduling.
• Supporting changes and releases through adherence to Change Management and agile methodology (Azure DevOps).
• Assisting in application technology planning, including new deployments, future needs, and systems integration.
• Providing suggestions for and participating in process improvement and performance measures.

Qualifications

• Bachelor’s Degree in Computer Science, Software Engineering, Computer Engineering, or a related field.
• 2 years of prior experience with ServiceNow software development in an ITIL and Agile environment.
• Experience with ServiceNow administration and support.
• Java development experience.
• Familiarity with JavaEE technologies and components (e.g. JSP, C, C++).
• SQL and RDBMS experience (Oracle, DB2 or MS SQL Server).
• Experience with tools and libraries like Docker or Crystal Reports.
• Knowledge of Agile development methodologies.
• Implementation experience of IT Service Management (ITSM) frameworks.
• Understanding of ITIL best practice processes.

Requirements

• Ability to work in a collaborative team environment.
• Strong analytical and problem-solving skills.
• Excellent communication skills.

Benefits

• Competitive salary between $85,987 and $143,962/year.
• Option to telecommute (U.S. only).

Company Description

The Jackson Laboratory is an independent, nonprofit biomedical research institution with a National Cancer Institute-designated Cancer Center and nearly 3,000 employees in locations across the United States (Maine, Connecticut, California, New York, Florida), Japan, and China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

Founded in 1929, JAX applies over nine decades of expertise in genetics to increase understanding of human disease, advancing treatments and cures for cancer, neurological and immune disorders, diabetes, aging, and heart disease. It models and interprets genomic complexity, integrates basic research with clinical application, educates current and future scientists, and provides critical data, tools, and services to the global biomedical community.