A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Who We Are

Health Information Technology & Services (HITS) plays a critical role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management. 

The HITS Business IT (BusIT) division provides focus on strategic products and service delivery to achieve a practical and effective environment for business to thrive at Michigan Medicine every day.  We focus on the technology needs of our customers that are not directly academic or clinical, but are necessary to run a multi-billion dollar academic medical center.

BusIT is comprised of:

• Customer Success (including the HITS service desk and customer experience), 
• Learning Design & Delivery (instructional design, eLearning, and Training), 
• Service Management (for IT and Customer services), and 
• Business, Administrative, and Learning Management product teams.

The HITS Service Operations Support (SOS) team, part of Service Management, seeks a candidate for the role of Systems Administrator Senior.  SOS supports platforms such as ServiceNow, Qualtrics, Maximo, and other applications to meet the business needs of Michigan Medicine.  The ServiceNow platform strategy aims to meet the needs of Shared Service units that have broad service offering available to most/all employees, such as IT, HR, Facilities, Finance, Legal, Information Assurance, etc.  

As a Systems Administrator, you will be involved with both operational support and project initiatives to increase the use and function of the tools supported by Service Management.  The team of system administrators maintain various products and services and perform maintenance, upgrades, and add new products and features based on an established Demand and Project Management process governed through Programs. 

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

• System Administration:  
  • Perform day to day administration of the ServiceNow platform and other products as part of a team of system administrators. 
  • Duties include user and group management, configuration, off-hours maintenance/updates/upgrades, scripting/coding, and integrations. 
  • Participate and support ITSM processes such as Incident, Problem, Change, Request, Asset, and Configuration Management. 
• Product Management:  
  • Provide technical support and stewardship of ServiceNow applications, with a distinct focus on Vulnerability Response, and GRC/IRM. 
  • Collaborate with the technical and business owners to build value and continuous improvement to meet University and regulatory compliance. 
• Documentation and Communication: 
  • Document products and processes. Excellent communication skills are necessary and will be utilized in group and professional settings.
• Other duties as assigned

You will primarily interact with Service Analysis & Improvement (our sister team in Service Management), Product Delivery, and Information Assurance in this role.  As a system administrator, you may work with any member of the Michigan Medicine community.

Requirements for Senior Level:

• Bachelor's degree or equivalent combination of education and experience.
• 5 years of experience as a ServiceNow System Administrator or in a similar role.

Requirements for Intermediate Level:

• Bachelor's degree or equivalent combination of education and experience.
• 2-3 years of experience as a ServiceNow System Administrator or in a similar role.

• Hands-on experience with ServiceNow development, including scripting, workflows, and API integrations.
• Strong understanding of IT service management (ITSM) principles and practices.
• Proficiency in JavaScript, HTML, CSS, and other relevant web technologies.
• Excellent problem-solving skills and the ability to troubleshoot complex issues.
• Strong organizational skills and attention to detail.
• Effective communication and interpersonal skills, with the ability to work collaboratively.
• ServiceNow Certified System Administrator (CSA) certification is highly desirable.
• Experience with ServiceNow Vulnerability Response, Security Operations, Governance Risk and Compliance, or Integrated Risk Management.
• Industry certifications such as ITIL, Agile, Six Sigma, or other.

• Requires working during non-business hours and on weekends.
• On-Call rotation is required for this position.

This position is being made available with the ability for you to negotiate alternative work schedules and remote/on-site options to suit your work-life balance. Non-Michigan residents should inquire about potential employment while working remotely in a state other than Michigan. Apply to be part of a strong team that partners with our institution, community, and each other.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Benefits  

We offer a benefits package that includes comprehensive training and career development opportunities, generous retirement savings plans, ample paid time off, and a wealth of family care support: https://careers.umich.edu/benefits 

Diversity Statement

HITS is firmly committed to advancing inclusion, diversity, equity, accessibility, and belonging, which are core to the culture and values of Michigan Medicine. Our community supports recruiting and cultivating a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan and the world. We strive to create a work culture where each team member feels respected, valued, and safe.  

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal opportunity/affirmative action employer.