ServiceNow Administrator/Developer (Hybrid)

The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The salary range the University reasonably expects to pay for this position is $85,000 - $100,000.

This position is approved for a hybrid work modality with possibility of fully remote for a highly qualified California resident.

Initial Applicant review will take place on or around February 17, 2025. Posting may close after that without notice.

The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With more than 9,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities for highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and supports the economic development of Merced and the region.

The Merced 2020 Project, a $1.3 billion public-private partnership unprecedented in higher education and completed in 2020, nearly doubled the physical capacity of the campus, enhancing academic distinction, student success and research excellence. UC Merced also operates the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.

The university's mission of educational excellence and rigorous inquiry is powered by three schools and numerous research institutes and centers that seek scientific and social solutions for the Valley, California and the world. In partnership with UC San Francisco, UC Merced is preparing the way for a rigorous medical education program.

The course of UC Merced's evolution is piloted by a long-range strategic plan. Enacted in 2021, the 10-year blueprint is guiding how the values of equity and justice influence our pathway to earning Carnegie R1 research status, growing enrollment, upholding our identity as a minority-serving institution, and operationalizing how commitments to equity, diversity and inclusion are enacted in each campus unit.

Are you an experienced ServiceNow professional interested in driving efficiency? A relentless self-learner who thrives in a highly dynamic environment? A strong, technically astute communicator who champions ITOM (IT Operations Management) and ITSM (IT Service Management) practices? If so, we invite you to apply for our ServiceNow Administrator/Developer and join our team! Reporting to the Director of infrastructure and IT Service Management, this position is responsible for the overall design, implementation, and maintenance of the UC Merced ServiceNow instance, including end-to-end development of new functionalities such as new service catalog requests, asset management, CMDB, and more.

The successful candidate will have experience with service portals, knowledge bases, Flow Designer, UI Builder, Agent Workspace, API implementation, CMDB/Discovery, as well as sprint planning and agile methodologies; will be an effective communicator, working with staff at all levels of the organization to define, refine, and translate business requirements into scalable, efficient automated solutions; and prioritize learning to stay current with new ServiceNow features and functionalities in order to continuously improve our instance.

Key Responsibilities:

1. ServiceNow Administration: Maintain the existing UC Merced ServiceNow instance including Incident, Knowledge, Problem, Change, Service Request, Asset, Service Portal, ITOM, etc. Performs upgrades and cloning following industry best practices, maintain standard environment promotion from development to test to production; coordinate routine regression testing; define, design, and implement new features; monitor system performance and escalate issues to vendor; maintain security in all environments via appropriate security controls; create reports, audit tickets, and work with colleagues to close aging tickets; follow standard OIT Change Management processes to document and manage changes to production environment.
2. ServiceNow Developer: Lead the coordination, design, development, and execution of new ServiceNow features and functionalities; work with stakeholders to integrate new LDAP and 3rd party apps into our environment.
3. Documentation and Training: Create and maintain documentation for normal system operation as well as any new process enhancements; train colleagues and external campus stakeholders on new features and functionalities as necessary.
4. Learning: Maintain current knowledge about ServiceNow through self-motivated online learning and through official ServiceNow courses; stay up to date with the latest releases, product enhancements, and plugins; present on new ServiceNow features and functionalities to OIT leadership, analyze existing instance and propose process or functionality enhancements.

• Bachelor's degree in related field from an accredited institution (required); and
• 3-5 years ServiceNow administrative experience (required); and
• Experience within a higher education environment (preferred); and
• T Infrastructure Library certification (preferred); and
• ServiceNow Certified System Administrator or ServiceNow Certified Application Developer (preferred). Significant experience providing general support, administration, and maintenance within the ServiceNow
• platform and associated applications, including Agent Workspace, Flow Designer, and UI Builder.
• Demonstrated experience with ServiceNow incident, change, problem, request, ITOM, CMDB and knowledge management applications.
• Experience using JavaScript, XML, HTML.
• Expertise in designing, developing, testing, and deploying ServiceNow modules and enhancements.
• Ability to analyze, troubleshoot, and resolve moderate to complex software application problems.
• Experience in designing/developing test cases to verify application functionality with service owners and stakeholders.
• Skilled in business analysis, technical documentation writing and process mapping or flowcharting.
• Proven ability to build and maintain internal technical documentation, manuals, policies, and processes.
• Integration experience using APIs.
• Excellent written and verbal communication skills, including the ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Excellent organizational and time management skills, attention to detail, and dependability.
• Works well independently and as part of a team, with the ability to learn quickly, meet deadlines and demonstrate effective problem-solving skills.
• Good interpersonal skills to foster trust, collaboration, and a positive climate to achieve common goals when working with colleagues and stakeholders.
• Actively pursues professional development opportunities to stay current in the ServiceNow and ITSM ecosphere.
• Can be counted-on to deliver results with a sense of personal responsibility for expected outcomes.
• Pursues work and interactions proactively with optimism, positive energy, and motivation to move things forward.
• Flexible as needed when change occurs, maintains an open outlook while adjusting and accommodating changes.

Background check required.

How to Apply:
An online application is required for each position to apply.The University of California, Merced is aware that some web-based application processes may be cumbersome for differently abled applicants. Where appropriate, alternative accommodations will be provided. For applicants with disabilities who need additional assistance using TAM, or reasonable accommodations during the interview or search process, please contact ucmjobs@ucmerced.edu.

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

Equal Employment Opportunity:
The University of California, Merced is an Equal Opportunity/Affirmative Action employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship, sex, age, marital status, sexual orientation, gender identity or expression, disability, pregnancy, or status as a disabled veteran or Vietnam-era veteran, or other protected categories covered by the UC Nondiscrimination and Affirmative Action Policy. UC Merced intentionally promotes and maintains a discrimination- and harassment-free workplace by demonstrating it neither condones nor tolerates employment practices that discriminate against or harass any person or specific group of persons on the basis listed above. We seek candidates who will support our vision to cultivate a vibrant, equity-minded, inclusive excellence university community. When applying to UC Merced, we strongly encourage you to reflect on our Principles of Community and our 2021 strategic plan.

Vaccination Program Policy:

As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is 14 days after their first date of employment.

Smoke and Tobacco Free Policy:
The University of California, Merced is a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu.

E-Verify:
All employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

Pay, Benefits & Work Schedule:
For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/

This position is eligible for the UC Merced Employee Referral Program (ERP). If you were referred by a UC Merced employee, please identify that employee by name in your application as follows:

Step 5 of 7 Referrals

How did you hear about the job? (select) "other"

Additional information? (select) "other"

Specific Referral Source? (write in) first and last name of referring employee

Referring employee MUST be named on application for eligibility.