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    Advanced Application Support Engineer - Santa Barbara, United States - University of California, Santa Barbara

    University of California, Santa Barbara
    University of California, Santa Barbara Santa Barbara, United States

    1 day ago

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    Description

    Job Title: Advanced Application Support Engineer - ServiceNow


    Company: UC Santa Barbara



    Benefits of Belonging

    UC Santa Barbara is not just a workplace; it's a community that values excellence, integrity, and innovation. Recognized as the Best Place to Work locally, we prioritize our people and foster a collaborative culture whether on campus or remote.

    Join the Information Technology Services (ITS) team, the central IT unit at the campus, dedicated to providing technology leadership and service excellence to support UCSB's mission. We are committed to empowering faculty, students, staff, and affiliates through top-notch IT infrastructure and enterprise application services.

    Be part of our team driving innovation and shaping the future of education and research on the vibrant California coast.


    Summary of Duties

    As an Advanced Application Support Engineer (AASE) - ServiceNow, you will work under the Application Support Manager to support applications and systems used by UCSB employees, with a focus on the IT Service Management system ServiceNow. Responsibilities include business process engineering, systems analysis, requirements analysis, design, testing, and responding to End User Computing (EUC) tickets. The role also involves enhancing technical expertise, recommending systems development standards, and collaborating with stakeholders to achieve results.


    Required Qualifications

    • 7-9 years of experience in ServiceNow development and administration
    • Experience with scripting languages, web service integrations, and ServiceNow Mid Servers
    • Understanding of Incident, Problem, Change, Knowledge, Event, and Configuration Management in ServiceNow
    • Advanced knowledge in application security principles and best practices
    • Experience with version upgrades, integration with other systems, and ITSM & ITIL frameworks
    • Familiarity with relational database management systems and problem-solving skills
    • Bachelor's Degree in Computer Science or related field

    Preferred Qualifications

    • ITIL certification and ServiceNow certifications
    • Experience in Higher Education setting, cloud platforms, PowerBI, and DevOps tools
    • Familiarity with SQL Server and ServiceNow Pre-Built modules

    Special Conditions of Employment

    • Clearance of a conviction history background check
    • Compliance with the University of California Policy on Vaccination Programs
    • Authorized to work in the United States without sponsorship
    • Possible overtime and weekend work to meet deadlines or emergencies

    Responsibilities

    • 75% ServiceNow Application Support
      • Technical lead for ServiceNow platform, administration, development, and troubleshooting
      • Design application solutions, mentor team members, and support end users
      • Develop interfaces with other business applications and maintain data imports/exports
      • Create and execute test plans, maintain technical documentation, and develop reports and dashboards
      • Participate in training, user groups, and continuous improvement initiatives
      • Act as backup for critical incident management procedures
    • 15% Quality Assurance
      • Led application upgrade projects, data analysis, testing, and performance monitoring
      • Provide guidance to staff on benefits and usage of ServiceNow
    • 10% Project Administration
      • Work with stakeholders to facilitate maintenance and requests to ServiceNow implementations
      • Analyze requirements, design solutions, and manage priorities
      • Generate progress reports, conduct meetings, and ensure customer satisfaction

    Equal Opportunity/Affirmative Action Statement

    UC Santa Barbara is dedicated to providing equal opportunities and does not discriminate based on race, color, religion, sex, or other protected statuses.


    Reasonable Accommodations

    We strive to make our job site accessible for all users. For assistance, please contact Human Resources.

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