ServiceNow Administrator / Developer

The Mississippi Division of Medicaid is seeking a skilled ServiceNow Administrator/Developer to manage and enhance its newly implemented IT Service Management (ITSM) module.

This role is critical in ensuring the stability, performance, and future expansion of the ServiceNow platform. The ideal candidate will have strong technical skills, platform governance knowledge, and experience working in Medicaid or public sector environments.

Key Responsibilities:

System Administration

• Act as the primary administrator for the ServiceNow ITSM module.
• Monitor overall system health and performance.
• Manage user roles, groups, and permissions.
• Enforce platform governance and change control procedures.

Break/Fix Support

• Troubleshoot technical issues in the ITSM module.
• Conduct root cause analysis and apply permanent solutions.
• Manage incident and request queues related to ServiceNow.

Development & Configuration

• Design and configure:
• Workflows, forms, fields
• Business rules, client scripts
• UI policies, service catalog items
• Develop and maintain system integrations.
• Build reports and dashboards as needed.

Enhancements & Continuous Improvement

• Analyze business needs and recommend scalable, secure ServiceNow solutions.
• Suggest improvements for existing workflows and prepare for expansion (e.g., Public Sector Digital Services).

Training & Documentation

• Create user guides and technical documentation.
• Train internal staff on the ITSM module s features and capabilities.

Collaboration & Planning

• Act as a liaison between IT leadership, business units, and vendors.
• Participate in ServiceNow roadmap planning and expansion discussions.

Required Skills & Experience:

• 3+ years of experience as a ServiceNow Administrator or Developer
• ServiceNow Certified System Administrator (CSA) Required
• Medicaid or public sector experience
• Strong hands-on expertise with ServiceNow ITSM modules:
• Incident, Problem, Change, Knowledge, Service Catalog, etc.
• Experience with:
• JavaScript, Glide scripting, and ServiceNow APIs
• Update sets, scoped applications, and system integrations
• Strong communication and documentation skills
• Ability to work independently and manage multiple priorities

Preferred (Not Required):

• ServiceNow Certified Application Developer
• Experience preparing platforms for expansion, including Public Sector Digital Services
• Broader ServiceNow module experience beyond ITSM