Advanced Application Support Engineer (AASE) - ServiceNow

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Information Technology Services (ITS), the campus' central IT unit, provides technology leadership, core IT capabilities, and service excellence to enable UCSB's community and its mission of teaching, learning, research, and public service. ITS believes in harnessing the power of technology to support the campus mission while embodying our core values: excellence, people-focused, integrity, innovation, and collaboration. We're dedicated to providing world-class IT infrastructure and enterprise application services that empower our faculty, students, staff, and affiliates to excel in their pursuits.

Join us as we continue to push boundaries and drive innovation while emphasizing the well-being and growth of our community. Together, we're shaping the future of education, research, and beyond, right here on the glorious California coast. Learn more about the benefits of working at UC

Brief Summary of Duties

Under the direction of the Application Support Manager, the Advanced Application Support Engineer (AASE) - ServiceNow is responsible for supporting applications and systems used by UCSB employees, with emphasis on the IT Service Management system ServiceNow. These responsibilities include, but are not limited to, conducting business process engineering tasks, systems analysis, requirements analysis, design, implementation, and testing, as well as responding to End User Computing (EUC) tickets and creating technical documentation. The AASE continues enhancing their skill sets in interpersonal relationships, software engineering practices, and processes. The AASE recommends and implements systems development standards, operating procedures, tools, and technologies. The AASE works in a collegial manner with customers, internal teams, and management to achieve results. Some overtime and weekend work may be required to meet deadlines or respond to emergencies. AASE candidates must have a passion for enabling business through technology.

Required Qualifications

• 7-9 years of experience working with ServiceNow from a development and administrative perspective. Experience with the development and implementation of custom ServiceNow applications and workflows. Understanding of SDLC methodology and best practices.
• 7-9 years of experience working with ServiceNow scripting languages (JavaScript, AngularJS), web service integrations, REST APIs, JSON, and ServiceNow Mid Servers.
• 4-6 years Understanding of Incident, Problem, Change, Knowledge, Event, and Configuration Management, and correlated functionality in ServiceNow.
• 4-6 years Advanced knowledge of application security principles, ACLs, and best practices, and MFA authentication.
• 4-6 years of experience with ServiceNow patch and version upgrades and implementing related best practices. Experience with ServiceNow Automated Testing Framework (ATF)
• 4-6 years Research, recommend, and implement new upgrade version features.
• 4-6 years of experience with integrating ServiceNow with other applications/systems, experience with inbound / outbound email action processing.
• 4-6 years of experience with ServiceNow Next Gen UI and Flow Designer.
• 4-6 years Understanding IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) frameworks.
• 4-6 years Understanding of ServiceNow platform architecture, best practices, ability to diagram and document standard operating procedures for the internal development team.
• 4-6 years Understanding of relational database management systems, stored procedures, and queries.
• 4-6 years Excellent problem-solving skills.
• 4-6 years Excellent verbal and written communication skills, client relation skills, and the ability to work effectively in a cross-functional team environment. Ability to gather and document requirements from stakeholders.
• Bachelor's Degree in Computer Science or related field or equivalent experience/training.

Preferred Qualifications

• 1-3 years ITIL certification is a plus.
• 4-6 years ServiceNow certifications are a plus.
• 1-3 years of experience in a Higher Education setting.
• 4-6 years of experience with AWS and/or Azure cloud.
• 4-6 years of experience with PowerBI and development of dashboards with ServiceNow metrics.
• 4-6 years of experience or knowledge of DevOps tools (e.g. Terraform ).
• 4-6 years of experience with ServiceNow Pre-Built modules such as CMDB, ITOM, ITAM, HR, and Security Operations a plus.
• 4-6 years of experience with SQL Server, SQL, and Stored Procedures.

Special Conditions of Employment

• Satisfactory completion of a conviction history background check.
• UCSB is a Tobacco-Free environment.
• Must be legally authorized to work in the United States without the need for employer sponsorship.
• Some overtime and weekend work may be required to meet deadlines or respond to emergencies.

Responsibilities

• 75% ServiceNow Application Support
  • AASE is the technical lead responsible for ServiceNow platform administration, development, configuration, customization, and management.
  • Review and analyze business processes and user needs, and design or recommend application solutions to support business requirements.
  • Serves as a technical lead within the ServiceNow team requiring multi-tasking across multiple application development projects of moderate to high complexity.
  • Coaches and mentors ServiceNow application support engineers.
  • Provides Tier 3 support to IT and Business service providers and end users, troubleshoots application-related problems, and provides exceptional customer service, meeting SLAs.
  • Designs and develops ServiceNow interfaces with business applications (e.g. Terraform, Azure DevOps, Docusign, Campus Financial Systems, and other applications). Creates detailed specifications for interfaces, and collaborates with information technology staff in implementing them.
  • Responsible for creating, monitoring, and maintaining data imports into ServiceNow as well as export of ServiceNow data to/from other applications.
  • Specifies, develops, and executes complex test plans and configuration of ServiceNow software, including authentication, security/access controls, service catalog management, workflows, email notifications, assessments and surveys, user interface, portal setup, and reporting. Investigate and resolve issues to ensure the accuracy and integrity of data.
  • Initiates and oversees changes to continuously improve administrative processes, standards, policies, and working methods.
    Applies and enforces complex application security practices.
  • Develops and maintains technical documentation such as System architecture diagrams, SOP administrative guides, documentation of complex configurations, and custom applications developed.
  • Develops reports, dashboards, and data extracts from requests or requirements stated by customers. Uses ServiceNow reporting engine and external tools to generate reports or analyses such as PowerBI.
  • Collaborates with divisional Training Coordinator to develop training materials for ServiceNow fulfillers and end users. Tracks production issues and reports periodically to the group charged with monitoring the uptime and efficiency of production applications.
  • Participates in off-hours support and maintenance as necessary. Attends training sessions, seminars, meetings, and other related functions as required.
  • Participates and contributes to UC and ServiceNow user groups.
  • Stays abreast of new features and functionality available in new releases, and recommends implementing features and functionality that may add value to customers.
  • As necessary, acts as a backup for the Application Support Manager during critical incident management procedures.
• 15% Quality Assurance
  • Lead application upgrade projects to ensure the platform is secure, reliable, and available. Plans, schedules, coordinates, and tests system upgrades and patches without impacting the customer.
  • Performs highly complex data analysis and validation to ensure the accuracy and integrity of data and systems.
  • Ensures adherence to rigorous software development and support policies, and reviews project deliverables.
  • Troubleshoots and tests support issues and coordinate migration activities between testing and production environments. Directs performance and integration testing, performs data conversions, and builds interfaces.
  • Provides guidance and evangelizes to campus, division, and department staff on benefits, usage, and applications of ServiceNow.
  • Monitors platform performance, daily import and export jobs, server health, and troubleshoots issues.
• 10% Project Administration
  • Works directly with stakeholders to facilitate maintenance and enhancement requests to ServiceNow implementations and customizations. Tasks include the following:
    • Gather and document business requirements
    • Analyze, design, and recommend solutions based on requirements .
    • Manage priorities Prepares and provides effort estimates.
    • Manages customer expectations.
    • Recommends or establishes schedules.
    • Generates progress and status reports.
    • Conducts and attends regular meetings with customers and other agencies
      

UC Vaccination Programs Policy

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs - With Interim Revisions.

As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals* must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.

For more information:

UC Santa Barbara COVID-19 Information

* University of California Policy on Vaccinations - With Interim Amendments

* Covered Individuals: A Covered Individual includes anyone designated as Personnel or Students under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.

Equal Opportunity/Affirmative Action Statement

UC Santa Barbara is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For more information:

University of California's Affirmative Action Policy

University of California's Anti-Discrimination Policy

Reasonable Accommodations

The University of California endeavors to make the UCSB Job site (https://jobs.ucsb.edu) accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Katherine Abad in Human Resources at 805-893-4664 or email katherine.abad@hr.ucsb.edu. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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Payroll Title: Applications Programmer 4

Job Code: 000652

Job Open Date: 4/29/24

Application Review Begins: 5/14/24; open until filled

Department Code (Name): ITSS (ENTER TECH SUPPORT SERVICES)

Percentage of Time: 100%

Union Code (Name): 99 (Non-Represented)

Employee Class (Appointment Type): Staff (Career)

FLSA Status: Exempt

Classified Indicator Description (Personnel Program): MSP

Salary Grade: Grade 24

Hiring/Budgeted Salary Range: $103,210 to $131,000/yr.

Full Salary Range: Salary offers are based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable and consistent pay practices at the University. The full salary range for this position is $91,300 to $170,700yr. The budgeted salary range that the University reasonably expects to pay for this position is $103,210 to $131,000/yr.

Work Location: Student Affairs & Administrative Services - 4101

Working Days and Hours: M-F; 8am - 5pm

Benefits Eligibility: Full Benefits

Type of Remote or Hybrid Work Arrangement, if applicable: Fully Remote (Non UC location), Hybrid, or Campus #LI-Remote

Special Instructions

For full consideration, please include a resume and a cover letter as part of your application.