Corporate ServiceNow Request Administrator

Summary

The IT ServiceNow Request Administrator (IT SRA) oversees GBCI's service catalog and serves as the subject matter expert for the Service Catalog and Service Request Management practice. This position involves managing user access, fulfillment workflows, and catalog configurations within the Request Management and Service Catalog modules. The IT SRA requires the ability to work independently without detailed, step-by-step instructions. Employees are expected to use critical thinking, problem-solving skills, and sound judgment to manage daily tasks, prioritize competing demands, and achieve desired outcomes.

This role supports stakeholders by answering questions, providing guidance and instruction, developing training materials, and troubleshooting issues as they arise. A significant portion of the position involves assisting requesters with identifying the appropriate services and understanding how and where to submit requests, while demonstrating a high degree of empathy, professionalism, and customer focus.

The IT ServiceNow Request Administrator designs effective solutions that balance business needs and technical debt, builds and implements catalog updates, performs unit testing, and supports solutions throughout their lifecycle. The role requires strong collaboration and teamwork skills to work effectively with Business Analysts, Testers, Developers, Product Owners, Architects, leadership, and other stakeholders.

The position performs daily operational activities that support request processes and actively contributes to the creation, maintenance, and sharing of knowledge articles and documentation. The IT ServiceNow Request Administrator implements and supports SLA and OLA processes, provides governance oversight to ensure standards are met, manages incidents through resolution, and identifies opportunities to improve the service catalog and related processes to reduce future incidents and enhance the user experience.

This is a low-code position that includes limited scripting activities, primarily related to catalog form functionality such as showing and hiding fields through Catalog Client Scripts. More advanced scripting and development requirements are coordinated with the development team.

This is a Corporate position located in Missoula, Montana. The entry rate for this position is $45.63 + /hour (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Description

• Service Catalog Administration and Governance - This role is responsible for the ongoing administration, quality, and effectiveness of the ServiceNow Service Catalog, ensuring service requests are accurately defined, efficiently routed, and delivered in a timely manner to meet the needs of business stakeholders. Responsibilities include maintaining catalog items, forms, workflows, request fulfillment processes, documentation, and related configuration records; coordinating with requesters, fulfillment teams, Product Owners, Business Analysts, Architects, and development resources to ensure solutions align with business requirements and platform standards. This role will perform basic no-code/low-code configuration updates, scripting, and integration management as well as maintain process documentation and flow diagrams; however, complex development, integrations, and platform engineering activities are performed as part of a designated development Fusion Team, or third-party partners. As the Service Catalog subject matter expert, this role is responsible for promoting service catalog best practices, supporting continuous improvement efforts, assisting in reducing technical debt, and ensuring a complete, accurate, and user-friendly catalog experience across Glacier Bancorp.
• Service Request Management - Act as the subject matter expert for the Service Request Management practice at GBCI. This includes but is not limited to managing request cancellations, communicating with requesters, providing step by step guidance on how to submit requests, providing status updates and increasing priority on existing requests, and implementing SLA and OLA management. Service Level Agreement and Operational Level Agreement management will include monitoring/reporting on adherence, communicating with the appropriate stakeholders, providing reporting to other fulfillment teams and leadership, and designing thresholds that prompt specific actions to be taken at each threshold. Collaborate with internal teams and vendors on integrations between ServiceNow and systems such as SailPoint and WorkDay.
• Incident Resolution - Responsible for providing prompt and effective resolution to incidents related to the service catalog. This includes troubleshooting workflows, analyzing and improving current processes, and developing solutions in stages to (a) resolve the issue quickly and (b) prevent this issue from recurring whenever possible.
• Direct Stakeholder Support - There are many stakeholders across GBCI that will need help with service requests at one time or another. This role will strive to provide excellent customer service, answering questions as they arise, identifying gaps in processes that may require updates to the catalog, and providing training and ongoing support to requesters, approvers and fulfillers across all departments and divisions. This will sometimes involve providing step-by-step instructions with links to the appropriate service request and screenshots of selections. At times knowledge articles will need to be created and shared, training courses will need to be updated, or reports, scheduled reports, dashboards and/or queues will need to be created or updated. This role will always try to create the best experience for all stakeholders that engage with our department.
• Tasks supporting Service Request flows - Perform daily tasks to ensure requests flow as needed while meeting SLAs and the needs of Glacier Bancorp.
• Training, Knowledge Management and Documentation - This role will be responsible for providing training on Service Request processes. This includes creating knowledge articles, updating training courses, providing live training sessions, documenting and continually improving on current processes, and listening to the needs of our stakeholders. This role will provide guidance by phone, email, chat, live meetings with screenshare, updating information to be added to training software, knowledge articles, Visio diagrams, and other documentation.
• Reports/Dashboards/Scheduled Reports - This role will be responsible for assisting other teams with reports, dashboards, scheduled reports, and queue management. Assistance will include creating and educating other teams on how to create their own reports. Dashboards may need to be set up to assist teams in managing their work, and eventually to provide visibility into SLAs and OLAs. Scheduled reports can be emailed to individuals as needed. Some teams may need assistance in setting up queues to view their work outside of dashboards.
• Security is everyone's responsibility. You will read and understand all the SOx and FDIC audit policies and adhere to all directives as prescribed. You will ensure that your work product consistently meets all SOx and FDIC audit directives and policies as defined and consult and work with auditors on the subject matter in question
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details. Check it out!

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.