Servicenow | IT SysAdmin Job at State of Tennessee, Nashville, TN

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  • State of Tennessee
  • Nashville, TN

Job Description

Key Responsibilities:

Daily Ticket & Task Management

  • Respond to all assigned tickets within 1 business day
  • Complete password resets, status updates, new user setups, etc., within 3 business days
  • Track time and ticket activity in ServiceNow
  • Close all tickets within 3 business days

System Configuration Support

  • Respond to configuration requests within 1 business day
  • Provide weekly progress updates to stakeholders
  • Collaborate with application coordinators, trainers, and QA teams
  • Ensure full documentation, testing, and sign-off for changes

Documentation & Reporting

  • Log all changes in the Application Change Log within 1 business day
  • Store supporting documentation in SharePoint
  • Maintain an up-to-date record in coordination with the Application Coordinator

Skills & Qualifications:

Required:

  • System administration experience (not hardware support)
  • Strong interpersonal and customer service skills
  • Experience using Zendesk , LARS , ServiceNow
  • Familiarity with licensure and regulatory systems
  • Proficient in SharePoint for documentation
  • Ability to manage and document workflow changes and user support cases effectively

Preferred:

  • Experience with healthcare or government licensing systems
  • Strong collaboration with cross-functional teams (QA, Training, Coordinators)

Additional Notes:

  • Candidates with only hardware-based helpdesk experience will be rejected
  • This is an application support/system admin role, not a general IT helpdesk job

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