ServiceNow ITSM Specialist

JOB RESPONSIBILITIES:

• Work with business owners, project managers, design teams, operations teams, and our partners / supplier communicating between all key stakeholders to ensure the smooth and successful implementation of the ServiceNow IT service management tool, executed to high quality standards.
• Interface and be involved with ServiceNow implementation teams to ensure successfully set up service modules as per scope.
• Act as internal technical subject matter expert for all technical aspects of project delivery and solution delivery including application UI configuration, workflow configuration, development of required Agency specific reporting, development of requirement integration components (SSO, LDAP, etc.)
• Serve as the primary subject matter expert for the ServiceNow Analytics Platform, designing, developing, and maintaining dashboards and reports that provide actionable insights to IT leadership and stakeholders. Leverage the Now Platform''s Performance Analytics and Reporting capabilities to translate complex operational data into clear visual formats, automate recurring report distribution, and continuously refine metrics to align with evolving Agency priorities.
• Act as the lead resource for the assessment and remediation of the Agency''s Configuration Management Database (CMDB), conducting a thorough gap analysis of current data quality, population methods, and CI relationships. Develop and drive a comprehensive CMDB improvement roadmap encompassing Discovery configuration, data normalization, deduplication, class model refinement, and the establishment of ongoing health scoring and governance processes. Collaborate with infrastructure, application, and service desk teams to ensure CI data accuracy, completeness, and compliance with ITIL best practices, ultimately enabling reliable downstream consumption by Change, Incident, and Problem Management modules.
• Support the Agency''s IT Management System (ITMS) Request for Proposal (RFP) process by serving as the authoritative technical resource for all ServiceNow platform-related content. Review, validate, and contribute to RFP documentation to ensure that descriptions of the current TECNow environment—including deployed modules, integrations, configurations, licensing, and service capabilities—are accurate, complete, and clearly articulated. Coordinate with procurement, legal, and IT leadership to respond to vendor inquiries and ensure RFP language accurately reflects the Agency''s ServiceNow architecture and future-state requirements.
• Be a key member of the overall implementation project team and is available to support internal team members and other stakeholders.
• Represent the Operations teams at all project meetings to define and implement system acceptance criteria.
• Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria.
• Resolve escalations from the service partners and handle stakeholders support requests as well as take ownership of issues and ensuring closure is achieved.
• Create and maintain daily/weekly/monthly management and operational reports.

EXPERIENCE/QUALIFICATIONS:

• Minimum of 8 years'' experience
• Demonstrated experience in ServiceNow development, configuration and administration, including but not limited to successful deployments as lead.
• Experience with ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Event Management, etc.
• Strong working knowledge of business process management/automation.
• Good understanding of IT service processes and technologies in line with ITIL best practice.
• Excellent English oral, written and listening communication skills.
• Excellent analytical and problem-solving skills.
• Proficiency with Microsoft Office Suite.
• Strong organizational skills.
• Strong customer service skills.

HIGHLY DESIRABLE:

• Advanced skills with ServiceNow Development APIs
• Discovery, Orchestration, ServiceMapping a plus
• Web service integration experience
• RDBMS/SQL experience
• Agile