ServiceNow Self-Service Administration:
- Configure, manage, and maintain the Customer Service Module (CSM) within ServiceNow, ensuring its functionality, availability, and security.
- Customize and optimize Self-Service Catalog items to meet user needs and improve user experience.
- Administer user access to the CSM portal, ensuring proper permissions and access levels.
- Provide ongoing support for ServiceNow CSM issues, including troubleshooting requests, form configurations, and approval workflows.
- Collaborate with internal teams to integrate Self-Service workflows with other enterprise systems, including Epic EHR and third-party applications.
- Manage the creation and updates of knowledge base articles within the Self-Service portal to empower users to resolve common issues independently.
- Monitor and report on usage and performance of the Self-Service portal, identifying opportunities for process improvement and automation.
- Work with end-users to gather feedback and make necessary enhancements to the Self-Service module.
Asana Administration:
- Oversee the Asana platform to support team workflows, projects, and tasks.
- Configure and customize Asana to meet organizational requirements (e.g., project templates, reporting dashboards, task automations).
- Ensure proper integration with other tools and systems within the company.
- Provide user training and support on best practices for utilizing Asana to its full potential.
Salesforce Administration:
- Administer and maintain Salesforce platform, ensuring user access, security settings, and data integrity.
- Implement and configure Salesforce to meet business needs, including customizing workflows, reports, and dashboards.
- Manage integrations between Salesforce and other internal systems, such as ServiceNow and Epic EHR.
- Troubleshoot and resolve Salesforce issues, collaborate with users to optimize processes.
System Support & Maintenance:
- Perform routine system checks, updates, and patch management to ensure the reliability and performance of supported applications.
- Monitor system performance and identify areas for improvement to ensure uptime and user satisfaction.
- Handle user access requests, security permissions, and resolve any access-related issues.
- Provide support for data migrations, backups, and disaster recovery planning.
Collaboration and Training:
- Serve as a liaison between technical teams and end users to understand system requirements and deliver solutions.
- Provide training and documentation for users on how to effectively use ServiceNow Self-Service, Asana, and Salesforce.
- Collaborate with cross-functional teams to understand system needs, gather feedback, and implement system improvements.
Problem Solving & Issue Resolution:
- Troubleshoot system issues and work with vendors and internal teams to resolve problems efficiently.
- Provide timely support for incidents, issues, and user escalations, ensuring minimal disruption to operations.
Continuous Improvement:
- Identify and recommend improvements for system functionality, user processes, and automation within ServiceNow, Asana, and Salesforce.
- Stay up to date with the latest features, best practices, and updates for supported applications and systems.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience as a System Administrator or Application Administrator, specifically with ServiceNow, Asana, and Salesforce in an enterprise environment.
- Strong experience in administering the ServiceNow Customer Service Management module, including catalog items, knowledge base, and user access management.
- Experience with integration between ServiceNow Self-Service, Asana, Salesforce, and Epic EHR.
- Proficient in system administration tasks such as configuration, updating, troubleshooting, and support.
- Strong communication skills, with the ability to provide clear instructions and support to end users.
- Experience in the healthcare IT space (preferably Epic EHR) is highly desirable.
- ServiceNow Certified System Administrator and/or Salesforce Administrator certification is a plus.
- Familiarity with ITIL best practices and Service Management concepts is a plus.
Key Skills:
- ServiceNow Customer Service Management Administration (catalogs, workflows, knowledge management)
- Asana (project management, automation, reporting)
- Salesforce (customization, user management, integrations)
- Epic EHR (understanding of integration and workflows)
- Systems monitoring and troubleshooting
- Cross-functional collaboration
- User support and training
Why Join Us:
This is a unique opportunity to support critical systems in a leading healthcare organization, ensuring that our tools function smoothly to help deliver the best care possible. If you’re passionate about application administration and enjoy solving complex problems in a dynamic environment, we’d love to have you on our team!
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