ServiceNow Administrator

Service Now Administrator role at LMCU

Join to apply for the Service Now Administrator role at LMCU.

Primary

Location:

Grand Rapids, MI

Employee Status:
Full-Time

Workplace Type:
Hybrid

The Service Now Administrator role is responsible for managing, configuring, and maintaining the Service Now platform. This role will work closely with key stakeholders to ensure that the Service Now applications meet the organization’s needs, improve service delivery, and enhance the user experience throughout the credit union.

• Configure and maintain the Service Now platform, including creating and maintaining modules, workflows, business rules, UI actions, and data policies. Create and maintain Service Now catalog items and request forms.
• Monitor system performance, identify bottlenecks, and implement corrective actions to optimize the performance of the Service Now platform.
• Diagnose and resolve system issues, user inquiries, and performance problems in a timely and efficient manner. Collaborate with development teams to identify and implement long‑term solutions to recurring issues.
• Ensure the security and compliance of the Service Now platform by managing user access roles, permissions, and maintaining security practices in line with organizational policies. Conduct regular audits and ensure the platform complies with organizational and legal standards. Implement best practices for data security, backup procedures, and disaster recovery processes.
• Participate in the design and execution of new projects, ensuring seamless integration with existing systems and processes. Work closely with business units throughout the organization to ensure that Service Now meets the organization’s needs at all levels.
• Develop and maintain reports and dashboards to provide insights into service performance, trends, and business metrics. Collect and analyze system usage data to drive improvements and operational efficiencies.
• Provide training and support to end‑users and stakeholders to ensure the effective use of the Service Now platform.
• Develop and maintain comprehensive user documentation for configurations, processes, knowledge base articles, training materials, and release notes.

• Five to eight years of similar or related experience, including preparatory experience.
• Experience in administering and configuring Service Now.
• Bachelor’s Degree in Computer Science, Information Technology, or related field of study.
• Service Now Certified System Administrator (CSA) is preferred.
• Working knowledge of Service Now modules (ITSM, SPM, HAM, SAM) and platform components (CMDB, Service Catalog, workflows).
• Strong analytical and critical thinking skills with a proactive approach to troubleshooting, anticipating challenges, and implementing preventive solutions.
• Empathetic listener who translates user concerns into creative technical solutions aligned with business goals and system efficiency.

• All Employees: weekly pay and retirement savings options.
• Full Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
• See a full list of our benefit offerings in this helpful guide.

LMCU is an Equal Opportunity Employer. Have additional questions about the role? Email the Talent Acquisition Team at Careers
.

If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to 5664 Prairie Creek Drive, Caledonia, MI 49316.