ServiceNow Administrator/Analyst

Illumina is seeking a motivated ServiceNow Administrator / Analyst to serve as the primary administrator for one or more ServiceNow modules, including SAM, ITSM, and ITOM. The successful candidate will identify and develop requirements for workflows, integrations, and automation that support business objectives. Responsibilities include administering assigned module components, troubleshooting and resolving issues, performing testing, leading user acceptance testing (UAT), and collaborating with stakeholders to ensure the accuracy of data within the platform.

Must Have

• Partner with business customers to collect, define, analyze, document and review user stories and functional requirements for ServiceNow applications.
• Build reports, dashboards and KPI analytics of ServiceNow data using tools such as ServiceNow Performance Analytics.
• Collaborate with stakeholders to maintain accurate data in assigned modules.
• Identify and address issues, escalating to the tier 2 development team when necessary.
• Develop and execute test plans including User Acceptance Testing with business stakeholders.
• Collect, consolidate, and analyze service metrics to facilitate decision making related to service improvements.
• Evaluate and ensure solutions meet agreed upon business requirements and drives business customer satisfaction.
• Coordinate and lead discussions between ServiceNow developers, product owners, and architects with internal customers to ensure services are meeting business needs and requirements.
• At least 3 years minimum working as a ServiceNow Admin or Analyst for ITSM, SAM, ITOM modules.
• Demonstrated ability for translating User requirements into groomed stories, functional requirements specification, test cases, and use cases.
• Experience with building ServiceNow reports and dashboards.
• Identifying data accuracy issues and working with stakeholders to resolve.
• Experience with test plan development and executing UAT.
• Ability to multitask and manage time effectively amongst multiple priorities.
• On-call flexibility, including unplanned and planned maintenance and outages.
• Experience using enterprise tools such as Visio or Lucid Chart, Teams, Confluence and Jira.
• Bachelor of Science in Computer Science, Business, or related field preferred or equivalent work experience.

Good to Have

• Experience working in a regulated environment within a global company.
• Exceptional knowledge of ITIL processes or certification.

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary:

Illumina is seeking a motivated ServiceNow Administrator / Analyst to serve as the primary administrator for one or more ServiceNow modules, including SAM, ITSM, and ITOM. The successful candidate will identify and develop requirements for workflows, integrations, and automation that support business objectives. Responsibilities include administering assigned module components, troubleshooting and resolving issues, performing testing, leading user acceptance testing (UAT), and collaborating with stakeholders to ensure the accuracy of data within the platform.

Responsibilities:

• Partner with business customers to collect, define, analyze, document and review user stories and functional requirements for projects and enhancements for ServiceNow applications.
• Build reports, dashboards and KPI analytics of ServiceNow data using tools such as ServiceNow Performance Analytics.
• Collaborate with stakeholders to maintain accurate data in assigned modules.
• Identify and address issues, escalating to the tier 2 development team when necessary.
• Develop and execute test plans including User Acceptance Testing with business stakeholders.
• Collect, consolidate, and analyze service metrics to facilitate decision making related to service improvements.
• Evaluate and ensure solutions meet agreed upon business requirements and drives business customer satisfaction.
• Coordinate and lead discussions between ServiceNow developers, product owners, and architects with internal customers to ensure services are meeting business needs and requirements.

Requirements:

• At least 3 years minimum working as a ServiceNow Admin or Analyst for 1 more of the following modules  - ITSM, SAM, ITOM
• Demonstrated ability for translating User requirements into groomed stories, functional requirements specification, test cases, and use cases.
• Experience with building ServiceNow reports and dashboards.
• Identifying data accuracy issues and working with stakeholders to resolve.
• Experience with test plan development and executing UAT.
• Ability to multitask and manage time effectively amongst multiple priorities.
• On-call flexibility, including unplanned and planned maintenance and outages.
• Experience using enterprise tools such as Visio or Lucid Chart, Teams, Confluence and Jira
• Experience working in a regulated environment within a global company (preferred)
• Exceptional knowledge of ITIL processes or certification (preferred)

Education:

Bachelor of Science in Computer Science, Business, or related field preferred or equivalent work experience.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.