System Administrator At Ellucian - Bengaluru, India

Essential Duties & Responsibilities, may include:

• Create standard catalog items, record producers, order guides, and content items.
• Configure ServiceNow settings and rules.
• Rigorous and thorough testing of all changes to the ServiceNow environment.
• Make recommendations and help implement changes to the functionality of ServiceNow.
• Provide support via telephone, email, chat, or other inquiry systems for client issues.
• Quickly learn and absorb the policies and procedures used to support various IT systems and environments.
• Assist in testing and implementing vendor releases of the ServiceNow platform.
• Participation in a 24x7 on-call rotation schedule.

Required Skills/Knowledge/Experience

• Experience with all aspects of catalog item development, including: Catalogs, Access Type, Meta, Workflow or Execution Plan, Portal Settings, UI Policies, Client Scripts, Lookup Definitions.
• Understand how to use the item diagnostic report for best performance and item behavior.
• Ability to analyze the impact of the variable setup in a catalog item on its runtime performance and identify any issues.
• Ability to debug whether a user can access a catalog item based on the matched user criteria and fix any issues.
• Experience with Virtual Agent, including but limited to configuring topic blocks, use of Natural Language Understanding, Channel integrations, Portal setup, Slack integration.
• Familiarity with Web technologies (JavaScript, XML, HTML, AJAX, CSS).
• Familiarity with ITIL concepts and principles.
• Experience as a System Administrator in a heterogeneous, dynamic, customer-focused environment.
• Proven customer service skills.
• Clearly and effectively express ideas verbally and in writing.
• Ability to communicate effectively and appropriately with peers, other Ellucian teams, vendors, and clients.
• ServiceNow experience with Customer Service Management application.
• ServiceNow experience configuring the User Interface & Navigation including: Lists and Filters, Forms and Templates, and Branding.
• ServiceNow experience supporting and maintaining Collaboration including: User Administration, Task Management, Notifications, and Reporting.
• ServiceNow experience with Database Administration including: Data Schema, CMDB, Application/Access Control, and Import Sets.
• ServiceNow experience in the areas of Self-Service & Process Automation including: Knowledge Management, Service Catalog, and Workflows/Flow Designer.

Desired Skills/Knowledge/Experience:

• Capable of working on multiple projects and priorities in a deadline-driven environment.
• Clearly and concisely document processes and procedures.
• Collaborative team experience with superior problem-solving skills.
• ServiceNow System Administrator Certification

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