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ServiceNow System Administrator


ServiceNow System Administrator

Dublin | Ireland

ServiceNow System Administrator

The opportunity:

Reporting to the ServiceNow Lead System Administrator, the ServiceNow System Administrator maintains the stability and usability of the BOI ServiceNow platform by performing application maintenance, managing support for incidents related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.

The ServiceNow System Administrator has sound technical ability that enables the fulfilment of common system configuration and maintenance tasks.

The ServiceNow System Administrator works with various IT@BOI stakeholders and Service Providers to meet therequirements of the Technology Services team.

Location: This role is based in Cabinteely, Dublin 18.

Key Responsibilities:

  • Manages and resolves incidents against ServiceNow applications, and performs Triage as required
  • Performs routine maintenance to include performance monitoring and error identification/remediation
  • Manage and Maintain Interfaces with ServiceNow toolset
  • Manages Update Set creation and migration
  • Schedules and verifies instance clones
  • Service Mapping, Workflow Construction, Troubleshooting and Maintenance, eg: Event Management
  • Manages ServiceNow Patching, Upgrade planning and execution
  • Manages Instance Security, User/Group Access/Access Control Lists, Set-up and Manage Role definitions
  • Manages ServiceNow Licence usage / compliance
  • Contributes to ServiceNow releases, as required
  • ServiceNow Message Board Management (announcements)
  • Metadata Management
  • Create Knowledge Base articles, FAQs for recurring incidents to enable the Service Desk improve First Call Resolution
  • Troubleshoot Complex Incidents
  • Liaise with ServiceNow on product issues/defects
  • System Set-Up - Surveys, Reports, Email Templates, Metrics, etc.
  • Build effective working relationships with and support other IT@BOI Service Management Processes (e.g. Incident Management, Problem Management)
  • Support the development and implementation of industry best practice metrics and measurements to assess the holistic performance of outsource service providers and tools
  • Maintain & monitor standards, controls, processes and solutions, to minimise business and IT risk
  • Ensure full compliance with all Group, Legal and Regulatory requirements and standards
  • Works closely with the Delivery Manager as part of the Leadership team of the ServiceNow Platform Support Team
  • Support Management with the embedding of IT@BOI culture and behaviours
  • Positive and proactive participation within the team and active collaboration with colleagues across IT@BOI as appropriate

Essential Requirements:

Experience & Skills:

  • Ideally has ServiceNow System Administration experience
  • Ideally has relevant experience to perform Unix/Linux Administration
  • Ideally has experience debugging JavaScript Code Familiar with SSO and LDAP
  • Previous experience in a customer-facing support role
  • Demonstrated experience understanding and troubleshooting solutions in a complex technical environment
  • Experience in Database management and processing
  • Excellent written and verbal communication skills, Customer Service focus
  • Self-motivated with great attention to detail
  • Methodical approach with good problem solving skills
  • Strong interpersonal skills. Ability to build productive working relationships.
  • Open attitude to change
  • Confident in dealing with all levels within an organisation
  • Open attitude and experience in implementing change
  • Demonstrated ability to operate well under pressure and in a decisive and inclusive manner
  • Ability to challenge and probe to identify recurring themes and isolate those areas to be addressed for permanent resolution
  • An excellent organiser with attention to detail and determination to succeed
  • Understanding of the processes, technology, and software relevant to Enterprise Architecture
  • Ability to identify operational opportunities for improvement
  • Ability to operate within a team environment, multi-tasking and prioritizing work
  • Mentor and coach others


  • Leaving certificate - minimum of 5 passes (grade D or above) at Ordinary Level, which must includeEnglish and Maths, or equivalent or superseding qualification
  • 3rd level degree in a relevant discipline

Desirable Requirements:

  • ServiceNow System Administration experience will be a distinct advantage
  • ServiceNow Design experience
  • Understanding of the ways in which ServiceNow can be configured and customised and scripting within the tool
  • ITIL Service Management Training / Certification an advantage
  • Experience in designing and operating ITIL Service Management

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: May 30, 2018
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