Knowledge Management & ITSM Administrator

Minneapolis, Minnesota
Sep 08, 2018
Sep 18, 2018
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.


At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.

Knowledge Management & ITSM Administrator

Position Description

This position is responsible for the development and execution of Knowledge Management processes and system administration, configuration and management of applications within the ServiceNow solution.  This team member works closely with IT and the business to develop sound ITIL-based processes and procedures that fully support and add value to our business.


·Process Owner for Knowledge Management (KM


·Assist with the development of KM roadmaps to improve the UCare's business operations and facilitate the sharing and leveraging of best business practices from the ServiceNow community


·Support training development and execution and leverage expertise in supporting, implementing, and managing KM initiatives that drive knowledge creation, capture, sharing and collaboration, use, etc.


·Provide recommendations for the development of Knowledge Management systems and offer results by designing and implementing ServiceNow process improvement solutions. 


·Collaborate with decision makers, systems owners, and end users to define business and operations requirements and systems goals.


·Provide back-up support for incident management, problem management, and service restoration lead (rotation) for major incident processes. 


·Ensure that methodologies/processes are standardized and utilized for all forms of ITSM.

·Communicate process changes, enhancements, and modifications - verbally or through written documentation - to management, staff, and other employees so that issues are well understood as they are resolved.

·Manage license issuance, audits,

·Create reports and performance dashboards in the ServiceNow

·Perform day-to-day administration of the ServiceNow system

·Work directly with end users to resolve support issues and fulfill requests within ServiceNow.

·Collaborate with other IT staff to guide Service Management best practices.

·Other projects and duties as assigned.


Bachelor's degree in Computer Science; demonstrated experience may be considered in lieu of degree. 

Required Experience

3+ years of ServiceNow development, configuration and administration experience in an enterprise environment

Strong knowledge of the ITSM/ ITIL Framework

Preferred Experience

Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc.



UCare is proud to be a recognized Star Tribune Top Workplace for the 9th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.






Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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