ServiceNow Admin

Job ID: MS-144141

Remote/Local ServiceNow Admin/Developer (12+/CSA must) with workflow/forms/reports/dashboards, Glide scripting, API, ITSM, RCA, governance, Medicaid/government experience

Location: Jackson, MS (Medicaid)
Duration: 12 Months
Position: 1

Required Skills/Experience
Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These
requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will NOT be presented to the manager for consideration.
3+ years of experience as a ServiceNow Administrator or Developer.
ServiceNow Certified System Administrator (CSA) Required.
Experience in a public sector or Medicaid environment.
Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.
Strong understanding and hands-on experience with the ITSM module (Incident, Problem, Change, Knowledge, Service Catalog, etc.).
Experience with JavaScript, Glide scripting, and ServiceNow APIs.
Familiarity with ServiceNow update sets, scoped applications, and integrations.
Ability to work independently and manage multiple priorities.
Excellent communication and documentation skills.

Preferred/Not Required
Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory experience, WebLogic experience helpful, etc.
ServiceNow Certified Application Developer.
Experience in a public sector or Medicaid environment.
Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.
Position Description and Job Skill Set
Description of the job functions the contractor will be expected to perform.
The Mississippi Division of Medicaid is seeking an experienced ServiceNow Administrator/Developer to support, administer, and maintain its newly implemented IT Service Management (ITSM) module. This role is essential to ensure the ongoing performance, reliability, and enhancement of our ServiceNow environment. The ideal candidate will bring technical expertise and best practices in ServiceNow administration, development, and support, with the flexibility to help expand the platform in the future.

Scope of Work:
The ServiceNow Administrator/Developer will be responsible for:
System Administration
Serve as the primary administrator for the ServiceNow ITSM module.
Monitor system health, performance, and functionality.
Manage user roles, groups, and permissions.
Ensure adherence to platform governance, change control, and development standards.

Break/Fix Support
Troubleshoot and resolve technical issues within the ITSM module.
Conduct root cause analysis for incidents and implement permanent fixes.
Manage incidents and request queues related to ServiceNow issues.

Development & Configuration
Design and configure workflows, forms, fields, business rules, client scripts, UI policies, and service catalog items within the ITSM module.

Develop and maintain integrations with other systems, as needed.
Create and maintain reports and dashboards.
Enhancements & Continuous Improvement
Analyze business requirements and propose scalable, secure solutions in the ServiceNow platform.
Provide recommendations for improvements and enhancements to existing ITSM workflows and features.
Prepare for future module implementations (e.g., Public Sector Digital Services).

Training & Documentation
Create and maintain system documentation and user guides.
Train internal staff on use and capabilities of the ServiceNow ITSM module.

Collaboration & Planning
Serve as liaison between IT leadership, business units, and ServiceNow support/vendor resources.
Participate in roadmap discussions and assist in planning future ServiceNow expansions.