Overview
Skills
Job Details
Title: ServiceNow Administrator/Developer - Hybrid
Job ID: 774804
Duration: 08/18/2025 - 06/30/2026
Location: Raleigh, NC 27609
Description:
ServiceNow Administrator/Developer position provides support for the state s use of its CSM system (ServiceNow) and NC use of best practices supporting users needs while working with a team of ServiceNow developers.
This role provides support for the state s use of its CSM system (ServiceNow) and NC use of best practices supporting users needs while working with a team of ServiceNow developers. This position will work in a matrix reporting environment and be required to manage multiple work streams, possibly supporting several initiatives simultaneously. This role reports to the ServiceNow platform owner.
Duties and Responsibilities:
- Administer the ServiceNow platform across the Customer Service Management application
- Perform any necessary enhancements, upgrades, or maintenance on the platform
- Adhere to the best practices and standards on the ServiceNow platform as defined by agency process and FedRamp compliance
- Handle all enhancement requests and develop on CSM application used on the platform
- Work with developers on the next stage processes for the platform
- Be able to gather business requirements, analyze, and translate into technical documentation and development
- Monitor application performance and analyze code
- Adhere to advancements and changes on the ServiceNow platform and lever them to provide business solutions
- Establishing user journeys and creating the user stories to support the design and configuration of Customer Service Management
- Supporting the iterative configuration of the CSM application, engage stakeholders to conduct reviews through joint design sessions
- Proactively researching and suggesting enhancements to existing engagements
- Develop and implement fixes for bugs and issues found in ServiceNow production for Customer Service Management
- Perform system/workflow enhancements and script changes in ServiceNow to enable changing/evolving business practices.
- Execute data mapping and bulk data imports/updates when necessary
Minimum Qualifications:
- Bachelor s degree in Computer Science, Information Systems, or a related field
- 5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNow
- Experience designing and deploying web-based end user self-service portals
- Knowledge of and experience with web technologies, including JavaScript, HTML, XML and Web Services
- Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts
- Experience integrating ServiceNow with other tools; monitoring, alerting and federated sources of CI data
Preferred Qualifications:
- Experience working in the governmental sector (local, state, or federal)
- Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework
- Experience performing continuous improvement initiatives for processes and services
- Strong knowledge and familiarity with CSM processes
- Excellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audience
- Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive, and accurate interpretations
- Ability to obtain security clearance with FedRamp administration standards