ServiceNow Developer (IGA)

We are seeking an ITSM/ServiceNow Developer to spearhead a modernization initiative aimed at upgrading their IT processes. This work involves transitioning from Cherwell ticketing system to ServiceNow Information Technology Service Management (ITSM) with a full implementation of Incident Management, Request Management, Change Management, Problem Management, and Knowledge Management for the Office of Administration. In addition, the State requires implementing an Identity Governance and Administration (IGA) solution to streamline and enhance provisioning, deprovisioning, and employee transfers for IT service operations. This will tie the already implemented Common Service Data Model (CMDB) to these processes.

Required Experience:

• 5+ years experience configuring and customizing ServiceNow ITSM to include CMDB, Incident Management, Problem Management, Major Incident Management, Change Management, and Request Management
• 5+ years experience with implementing the ITIL 4 framework
• 5+ years experience with implementing the CSDM framework
• 2+ years experience ServiceNow with the IGA solution
• Proficiency in JavaScript, HTML, CSS, and API integrations to build and customize workflows and user interfaces
• Ability to troubleshoot issues during implementation
• ServiceNow Certifications in CSA, CAD, CIS preferred
• 2+ years experience in demonstrating strong communication skills
• 2+ years experience with ITIL 4 framework
• 2+ years experience in M365
• 2+ years experience in Microsoft Active Directory
• 2+ years experience in PowerShell
• 2+ years experience in Role Based Access

Responsibilities:

• Configure ServiceNow ITSM and required integrations utilizing the current Employee Center Portal (Prototype and validate design):
• Incident Management
• Problem Management
• Request Management
• Major Incident Management
• Change Management (publish up to 10 Standard Changes)
• Ensure non-con agencies cannot view any agency data
• Knowledge Management
• Service Requests (build up to 12 Catalog Items: 4 low, 4 med, 4 high complexity items (to include on-boarding items))
• Service Level Management
• Configuration Management (CMDB); CSDM data required for incident form
• If required, Expansion and refinement of the foundation Data
• Integrations (up to 5 unidirectional and up to 5 bidirectional)
• Validate/Configure ServiceNow ITOM Discovery
• Develop automated test scripts (ATF) for ITSM submissions and fulfillment
• Conduct Unit Testing
• Review and approve ServiceNow configurations
• Real-time data exchange with MOVERS
• Facilitate State s User Acceptance Testing
• Run ATF scripts
• Engage end users and integrated application teams for user acceptance testing of consolidated provisioning/deprovisioning functionality
• Resolve defects and issues identified in UAT
• Deploy platform configuration from Dev to Test to Prod environment
• Provide Architectural and Technical design documents
• Deliver as designed training for the ServiceNow Administrators for the SoM