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Nairobi, IHUB, Kenya, Kenya
Remote only
The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
The ServiceNow System Administrator will be responsible for the day-to-day administration, configuration, and support of ServiceNow platform. You will work closely with IT teams and business stakeholders to ensure the platform operates smoothly and efficiently.
Major Responsibilities:
Primary responsibilities include but are not limited to:
• Provide Tier 1 and Tier 2 end-user support for ServiceNow related issues, escalating to the Senior System Admin as needed.
• Produce documentation necessary to facilitate usage of the system including user and admin guides.
• Develop and produce user-specific reports to be used for trend and performance analysis.
• Collaborate with stakeholders to gather and document solution requirements for incidents and requests.
• Design, configure, and maintain solutions built on the platform.
• Contribute to the creation and maintenance of Knowledgebase articles about ServiceNow (i.e. configuration, report building, etc.).
• Implement system configuration changes and upgrades as required.
• Provide expertise and support during all major releases/upgrades from ServiceNow.
• Leverage the agile methodology to prioritize and resolve story backlogs and forecast completion dates to manage stakeholder expectations.
• Manage the ServiceNow application functionality built by developers and system administrators through Quality Assurance (QA), and lead stakeholders through user acceptance testing (UAT).
• Develop training materials and conduct training sessions on ServiceNow applications and solutions at least once per quarter.
Key Working Relationships:
Position Reports to: Associate Director, Business Systems -- IT
Other Internal and/or contacts:
Internal: Application users and system stakeholders
Job Requirements:
Experience Requirements
• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
• Minimum 2 years of hands-on experience with ServiceNow administration
• ServiceNow Certified System Administrator (CSA) certification
Preferred Requirements
• Experience with core ServiceNow modules: Incident, Problem, Change, Service Catalog, Knowledge Management
• Basic to intermediate JavaScript
• User and group management, ACLs, roles
• Capable of implementing scheduled jobs, notifications, and platform updates
Working Environment
• Standard office work environment
PROFESSIONAL STANDARDS
All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.