Job Posting Details
Payroll Title: Applications Programmer 3
Job Code: 7300
Job Open Date: 4/28/2021
Primary Consideration Date for Open Until Filled
Department Code-Name: ETS/ITSS
Percentage of Time: 100%
Collective Bargaining Unit (CBU): N/A
Grade Type/Grade: 22
FLSA Exemption Status: Exempt
Work Location: Primarily remote with the occasional site visit.
Pay Rate/Range: Salary is negotiable depending on experience. $68,000 - $91,400/yr.
Days/Hours: Monday - Friday / 8:00am - 5:00pm
Department Marketing Statement
UC Santa Barbara is consistently recognized for excellence across broad fields of study. Set alongside the California coast, our dynamic environment inspires ambition and creativity in faculty and staff. We invite you to explore working and building a career with us.About our Department
The Application and Technology Services (ATS) team is responsible for customer facing support in multiple areas of functional and technology services, including Service Desk, Training, Functional and Production Services, End User Computing Support, End User Computing Engineering, Application Support, and Service Management. The ATS team utilizes ITIL principles for their service delivery process, which includes defined service workflows, articulated service offerings, Service Level Agreements, and the use of tools for the management of our services. In collaboration with our campus colleagues, ATS is committed to providing exceptional customer service to our faculty, students, and staff.
See https://www.it.ucsb.edu/enterprise-technology-servicesBrief Summary of Job Duties
Under the direction of the Application Support Manager, the Application Support Engineer (ASE) 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 ASE continues enhancing his or her skill sets in interpersonal relationships, software engineering practices, and processes. The ASE recommends systems development standards, operating procedures, tools, and technologies. The ASE 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.
ASE candidates must have a passion for enabling business through technology.Minimum Requirements
1+ years' experience working with ServiceNow from a development and administrative perspective.
BA/BS in Computer Science or related field; or equivalent combination of education and experience.
Understanding of IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) frameworks.
Understanding of third-party controls and tools.
Experience with ServiceNow patch and version upgrades and implementing related best practices.
Basic understanding of relational database management systems, stored procedures, and queries.
Proficiency in the use of the MS Office tool set.
Excellent verbal and written communication skills, client relation skills, and the ability to work effectively in a team environment.
Experience administering an enterprise-wide, multi-tier ServiceNow production environment, including the delegation of groups, workflows, business rules, UI configuration, ACLs, dictionary, catalog items, reports, and updates.
Experience working directly with customers to understand their business needs and facilitate the translation of those business needs into a set of systematic specifications for configuration in ServiceNow.
Understanding of Configuration Management, Change Management, and Knowledge Management.
Ability to develop test plans and execute test cases with careful attention to accuracy and detail.
Experience gathering requirements and developing outbound and inbound interfaces.
Experience with SQL databases and proficiency with support in higher education environments
Experience programming with Angular
- UCSB Campus Security Authority under Clery Act
- Satisfactory criminal history background check.
- UCSB is a Tobacco-Free environment.
For full consideration, please include a resume and a cover letter as part of your application.Job Functions/Percentage of Time/Duties
Daily Application Support- 50%
Serves as administrator and subject matter expert for business applications, e.g., Sharepoint, Docusign, UCPATH, ServiceNow, Everbridge, GoAnywhere, CampusFinancial System applications.
As necessary, supports Project Management Office implementation of business applications.
Assists in the establishment and maintenance of best practices for the application support management process.
Collaborates with divisions, departments, and other campus organizational units on implementation and training needs.
Responds to EUC tickets, troubleshoots application-related problems, and provides exceptional customer service.
Assists/manages application installations and upgrades.
Documents application configurations and operating procedures.
Ensures that business applications are accessible and provides an optimal user experience.
Keeps business applications secure and in line with best practices.
Keeps current with Service Management technologies and recommends new technologies for implementation.
Participates in off-hours support and maintenance as necessary.
Attends training sessions, seminars, meetings and other related functions as required.
Assists staff in unit with use of application to automate or execute their business processes.
Develops data extractions or reports from requests or requirements stated by clients.
Uses database, report writer, data mart, or specialized applications to generate reports or analyses.
May support application(s) in production.
Notes interruptions or bugs in operation, and performs troubleshooting to determine problem and ensure continued use of the application.
Tracks production issues and reports periodically to group charged with monitoring uptime and efficiency of production application.
Participates in project meetings to plan revisions to application.
Advanced Application Support 30%
Application administrator responsible for the Enterprise Technology Services
ServiceNow implementation and management.
Development and deployment of new applications in ServiceNow.
Reviews and analyzes business processes and user needs, and devises or recommends
ServiceNow solutions to support processes/address needs. Provides a detailed description of requirements and steps needed to develop and implement solutions.
Applies appropriate configuration in ServiceNow.
Performs configuration and testing of ServiceNow software, including authentication, security and access controls, service catalog management, workflows, email notifications, assessments and surveys, user interface, and reporting
Investigates and resolves issues to ensure accuracy and integrity of data.
Ensures that upgrades to the ServiceNow application are implemented in a timely manner with no disruption to customer support.
Maintains and makes recommendations for continuous improvement of ServiceNow administrative processes, standards, policies, and working methods.
Initiates and supports the development of custom interfaces with other tools. Creates detailed specifications for interfaces, and collaborates with information technology staff in implementing them.
Participates in ongoing production and end user support.
Quality Assurance, 10%
Facilitates system software upgrades including planning, scheduling, coordinating, and testing.
Works with internal technology teams to synchronize individual efforts and timing of deliverables for modifications and upgrades.
Is responsible for testing functionality and validating information to ensure accuracy and integrity of data and system.
Troubleshoots and tests support issues and coordinates migration activities between testing and production environments, including assisting in the development of data interfaces, conversion, testing, and data integrity.
Project Administration, 10%
Works directly with customers to facilitate maintenance and enhancement requests to ServiceNow implementations and customizations. Tasks include the following:
Prepares and provides work estimates.
Manages customer expectations.
Recommends or establishes schedules.
Generates progress and status reports.
Conducts and attends regular meetings with customers and other agencies
Equal Opportunity/Affirmative Action Statement
The University of California is an Equal Opportunity/Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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Notice of Availability of the UCSB Annual Security Report
The University is committed to providing a safe and secure campus environment for our students, faculty, staff, and visitors. In accordance with the "Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act" (Clery Act), UCSB publishes an Annual Security Report to provide information regarding campus safety and security policies, crime statistics, and resources to current and prospective students and employees. This report includes statistics for the previous three years concerning crimes reported to Campus Security Authorities (CSAs) that occurred on campus, in certain off-campus buildings or property, and on public property adjacent to and accessible from campus. The report also includes campus policies concerning crime prevention, crime reporting, alcohol and drug use, sexual and interpersonal violence, student discipline, and other matters. To access the Annual Security Report, visit www.police.ucsb.edu/asr. A copy of this report may also be requested by contacting the UCSB Police Department (call 805-893-3446 or visit 574 Public Safety Bldg., Santa Barbara, CA 93106 during business hours). To learn more about the Clery Act and CSA duties and reporting requirements, please visit www.police.ucsb.edu/clery-act.
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