ServiceNow and Business Systems Administrator

Lawrence Berkeley National Laboratory is hiring an Enterprise Systems Engineer within the ESnet division.In this exciting role, you are responsible for the administration, configuration, integration, and continuous improvement of multiple platforms including ServiceNow, Atlassian products (Jira, Confluence), Slack, Zoom, and other critical business applications. As a member of the Business Automation team within ESnet Systems and Software department, the Enterprise Systems Engineer will ensure these platforms work cohesively to support ESnet's operational excellence and enable productive collaboration across all teams.

We're here for the same mission, to bring science solutions to the world. Join our team and YOU will play a supporting role in our goal to address global challenges! Have a high level of impact and work for an organization associated with 17 Nobel Prizes!

Why join Berkeley Lab?

We invest in our employees by offering a total rewards package you can count on:

• Exceptional health and retirement benefits, including pension or 401K-style plans
• A culture where you'll belong - we are invested in our teams!
• In addition to accruing vacation and sick time, we also have a Winter Holiday Shutdown every year.
• Parental bonding leave (for both mothers and fathers)
• Pet insurance

What You Will Do if hired at a Level 2:

• Maintain the integrity, performance, security, and availability of ServiceNow instances through day-to-day support, maintenance and administration of all ServiceNow instances: Sandbox, Development, Test and Production
• Assist in managing the complete lifecycle for enterprise SaaS platforms including the Atlassian Suite (Jira, Confluence, and related integrations), Slack, and Zoom
• Assist in managing user provisioning, access controls, permissions, and license allocation across all Enterprise platforms
• Configure and maintain platform-specific features including:
  • ServiceNow: UI components, Business Rules, Client Scripts, Update Sets, Workflows, Record Producers, and integrations
  • Atlassian: Projects, workflows, permissions schemes, Confluence spaces
  • Slack: Workspaces, apps, governance policies, and external collaborations
  • Zoom: Accounts, security settings
• Assist in implementing, and maintaining integrations between enterprise platforms via APIs, webhooks, SSO/SAML, and marketplace apps
• Assist in developing automation solutions to reduce manual work and improve data consistency across platforms
• Under general instructions, perform platform upgrades and migrations with minimal user disruption; identify and recommend new capabilities suitable to ESnet's needs
• Aid in business process analysis, translating requirements into technical solutions
• Create and cooperatively work vendor support tickets, escalating as appropriate; write RFPs, evaluate vendors, and manage partner relationships
• Work collaboratively with all teams to provide optimal user experience; deliver technical presentations and training
• Independently perform on-call duties
• Load, manipulate, and maintain data between ServiceNow and other systems, including Integrating ServiceNow with third party services
• Develop clear and concise technical, process, and project documentation
• Create reports, dashboards, and analytics across platforms
• Maintain current platform certifications (e.g., ServiceNow Administrator, Atlassian Certified Professional)
• Assist with annual ServiceNow upgrades, collaborating with the Business Automation team to ensure seamless service delivery and minimal disruption.
• Work on and resolve problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
• Network with senior internal and external personnel in own area of expertise.

Additional Responsibilities if hired at a Level 3:

• Perform at least one major ServiceNow upgrade each year, including identifying and remediating upgrade-related issues, ensuring the platform remains accessible to users without disruption or loss of function
• Work at a higher level of independence when completing assignments.
• Work on and resolve complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Determine methods and procedures on new assignments and may coordinate activities of other personnel.
• Network with key contacts outside your own area of expertise.

What is Required to be hired at a Level 2:

• Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or equivalent work experience.
• Experience optimizing and documenting complex business and IT Service Management
• Experience managing ServiceNow environments
• Experience with IT Service Management, Service Desk, Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and CMDB
• Proficient with JavaScript & HTML
• Ability to work on multiple tasks and respond to rapidly changing priorities.
• Successfully work independently and on collaborative teams.
• Proven track record of successful customer relationship management
• Excellent written and interpersonal communication skills.
• Experience with Agile software engineering practices.
• Ability to foster positive work relationships and resolve technical and interpersonal conflicts with diplomacy and tact.

Additional Requirements to be hired at a Level 3:

• Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or equivalent experience.
• Experience working with diverse business functions and teams to optimize and document complex business and IT Service Management processes.
• Demonstrated experience with IT Service Management, Service Desk, Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and CMDB
• Demonstrated experience with ServiceNow administration and support
• Experience with Jira and Confluence administration
• Experience with Slack administration
• Proficient with JavaScript & HTML
• Demonstrated experience with one or more of the following programming languages: Python, Go, Java, Rust, JavaScript, TypeScript.

Desired skills/knowledge:

• Certified ServiceNow Administrator, updated to current ServiceNow major release
• Certified ServiceNow Developer, or willingness to get certified
• ITIL v3 or ITIL v4 certificate
• Project Management skills: demonstrated expertise participating in project teams to successfully complete and develop project scope, on time and within project budgets.

Additional information:

• Appointment type: This is a full-time, 2 year, term appointment with the possibility of extension or conversion to Career appointment based upon satisfactory job performance, continuing availability of funds and ongoing operational needs.
• Salary range:
  • Level 2: The expected salary for this position is $131,760 - $161,064, which fits into the full salary of $117,132 - $197,676 depending upon the candidate's skills, knowledge, and abilities. This includes education, certifications, and years of experience.
  • Level 3: The expected salary for this position is $156,864 - $191,724, which fits into the full salary of $139,440 - $235,308 depending upon the candidate's skills, knowledge, and abilities. This includes education, certifications, and years of experience.
• Background check: This position is subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.
• Work modality: Work may be performed on-site, hybrid, full-time telework. The primary location for this role is Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA. Work must be performed within the United States.
• Multi-level Posting: This position will be hired at a level commensurate with the business needs and the skills, knowledge, and abilities of the successful candidate.

Want to learn more about working at Berkeley Lab? Please visit: careers.lbl.gov

Equal Employment Opportunity Employer: The foundation of Berkeley Lab is our Stewardship Values: Team Science, Service, Trust, Innovation, and Respect; and we strive to build community with these shared values and commitments. Berkeley Lab is an Equal Opportunity Employer. We heartily welcome applications from all who could contribute to the Lab's mission of leading scientific discovery, excellence, and professionalism. In support of our rich global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories under State and Federal law.

Misconduct Disclosure Requirement: As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.