Programmer Analyst
Johns Hopkins University

Baltimore, Maryland

Posted in Education and Training

This job has expired.

Job Info

Programmer Analyst
General Summary/Purpose:

This position will be responsible for performing the day-to-day system administration, development, request queue management and ongoing maintenance of the ServiceNow application (IT Services) supporting key ITIL processes like Incident, Request, Change, Business Services (Portal Pages), Service Catalog, Knowledge, Time Card, Contracts and other service modules as they are launched. They will serve as a customer service point of contact for the ServiceNow application and general IT systems and processes.

Specific Duties & Responsibilities:

This position will have a front-facing role in interacting with internal IT clients and external JHU/JHH ServiceNow users. Under general supervision, they will triage and respond to incoming ServiceNow Requests and customer correspondences and make system modifications as needed. They will collaborate with the ServiceNow Development team and other IT Teams to enact automations and improve IT processes.

Specific Responsibilities include:

  • Performing the day-to-day administration, development and ongoing maintenance of ServiceNow (IT Services) supporting key ITIL processes like Incident, Request, Change, Business Services (Portal Pages), Service Catalog, Knowledge, Time Card and other service modules as they are launched.
  • Serving as a customer service point of contact for the ServiceNow application and general IT systems and processes.
  • Managing the queues (system and email) of incoming ServiceNow requests by triaging and responding to customers and directing them to other IT resources as needed.
  • Under leadership, applying knowledge of internal processes and system capacity to help determine feasibility of projects and obtaining appropriate approvals before moving forward with completing requests.
  • Completing simple tasks in ServiceNow to modify records, update permissions/roles, change group memberships and contact information and implement light development of system features.
  • Partnering with business users to gather all requirements to formulate business specifications and translating those into business functionality.
  • Assisting the technical team in translating requests into best practice format and preparing them for application functionality.
  • Assisting the development and distribution of reports and metrics.
  • Designing and executing test plans to ensure that business requirements and functional specifications are implemented properly and meet objectives.
  • Assisting in evaluation, installation and testing of vendor updates and new releases while maintaining system integrity and availability across development and production environments.
  • Develops, edits and maintains operating procedures and standards manuals.
  • Conducts and records training sessions to demonstrate system features and functionality and/or implement new or improved systems and procedures.

Specific Devices, Software, Projects for which the position is responsible:
This position will be responsible for enacting programming and modifications in the ServiceNow application and using a variety of applications including Microsoft Office, Teams, Adobe and others to communicate to others and help clients to enact IT automations and to provide excellent service delivery to students, patients, faculty and staff.

Scale/Size of Area, Project and/or System Supported:

The IT Services instance of ServiceNow is the primary request portal for all JHU and JHM staff and most affiliates. There are about 120,000 active users with JHED access to use ServiceNow. There are 1,110 licensed users with access to perform backend activities in the system and 50 or more groups within IT that the ServiceNow team works with to complete automations, make staff/access changes, and create business workflows to improve efficiency. These factors contribute to the complex nature of the position because of the vast and varied clientele with which the candidate will need to successfully interact.

Work Location: Mt Washington/Hybrid

On call requirements (if applicable): n/a

Minimum Qualifications (mandatory):

  • Bachelor's degree required. Additional experience may be substituted for education.
  • 3 Years Tech Support Customer Service or related experience
  • Mid-Expert level Microsoft Excel and Word experience
  • Excellent demonstrated verbal and written communication skills including presentation skills
  • Additional education may substitute for experience.
  • Additional experience may substitute for experience.

* JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for the required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Preferred Qualifications:
  • Experience in test plan creation and execution, including automated test scripts
  • Experience implementing systems, preferably using the Agile/Scrum methodology
  • Experience designing and implementing IT and Non-IT related process workflows, procedures and technical standards
  • Proven experience working with diverse internal and external client teams
  • Client presentation development
  • Ability to create documentation utilizing the MS Office Suite
  • Understanding of Change Management, Configuration Management, and Release Management as it relates to ITIL
  • Experience managing relationships, operating procedures and scope management with clients and coworkers

Special Knowledge, Skills, and Abilities:
  • Technology Adeptness
  • Problem Solving
  • Planning and Organizing
  • Teamwork
  • Managing Priorities
  • Decision-Making

Technical qualifications or specialized certifications: n/a

Any specific physical requirements for the job: n/a

Supervisory responsibility (indicate the number and type of persons supervised by incumbent): n/a

Budget authority (indicate dollar amount of budget managed and type/level of authority): n/a

Essential Job Functions (add position-specific functions if necessary)


Analysis and Design


Install, Configure, Maintain






Relationship Management


Classified Title: Programmer Analyst
Role/Level/Range: ATP/03/PC
Starting Salary Range: Commensurate with experience
Employee group: Full Time
Schedule: 8:30am-5pm
Exempt Status: Exempt
Location: Hybrid/Mount Washington Campus
Department name: IT@JH Solutions Center
Personnel area: University Administration

The successful candidate(s) for this position will be subject to a pre-employment background check.

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at For TTY users, call via Maryland Relay or dial 711.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit and all other JHU applicants should visit

The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

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