Enterprise Systems Administrator - Enterprise, Operations

Responsible for the day-to-day administration, configuration, maintenance, and support of the ServiceNow platform. This role ensures the platform operates efficiently, securely, and in alignment with business and IT service management processes. Common responsibilities include user and role administration, workflow configuration, incident and request support, CMDB maintenance, reporting, upgrades, and troubleshooting. This role will also include helping with problem resolution, and test systems for efficiency on an enterprise level.

Under supervision, responsible for the installation, testing, administration, and documentation of enterprise software. This position works closely with process owners, developers, support teams, and business stakeholders to improve service delivery and automate operational processes.

Core Responsibilities

1. Administers and support ServiceNow platform, including user access, roles, groups, and permissions.
2. Configure and maintain platform components such as forms, fields, workflows, notifications, business rules, and service catalog items.
3. Create, maintain and improve workflows, forms, notifications, and business rules to streamline business processes.
4. Manage upgrades, patches, update sets, and migrations across environments.
5. Maintain CMDB data quality and support discovery and asset/configuration management practices.
6. Schedule and perform installations, upgrades and patches and maintain them in accordance with established policies and procedures.
7. Support integration with enterprise systems using MID servers and Integration Hub.
8. Resolve platform incidents and requests. Troubleshoot issues and research solutions while adhering to documented service-level agreements (SLAs).
9. Generate and maintain performance analytics, reports, and dashboards for stakeholders.
10. Collaborate with IT teams, business partners, and process owners to implement enhancements and continuous improvement initiatives
11. Enforce data privacy by configuring Access Control Lists (ACLs) and security policies.
12. Document configurations, procedures, standards, and system changes to support end-users and IT teams.
13. Research, develop and test additional ServiceNow applications, integrations and modules to ensure platform integrity.
14. Assists with special projects as needed.
15. Complies with all State and University policies.
16. Performs other duties as assigned.

• Bachelor’s Degree in a related field.
• Related experience may be substituted for education on a one year-for- one year basis.
• Three years of experience administering the ServiceNow platform in an enterprise environment.
• Strong knowledge with ITSM process, CMDB, Discovery, Service Catalog, and Knowledge Management.
• This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

Knowledge, Skills, and Abilities

• Verbal and Written Communication
• Microsoft Office Suite
• Policy Development
• Disaster Recovery
• Budgetary Assistance
• Program Management
• Strategic Planning, * While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk. The employee must occasionally lift and move up to 40 pounds.

This position will work primarily on campus. Travel and parking expenses are the employee’s responsibility.

This position is contingent upon a successful background check. Verification of a valid driver’s license and Motor Vehicle Record (MVR) may be completed as applicable. Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

Salary Range: Up to $75,500/Annualized, commensurate with education, experience, and qualifications.

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence - advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has also been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UT San Antonio Today or on X, Instagram, Facebook, YouTube or LinkedIn.