ServiceNow Administrator/Developer (Remote)

Job Title: ServiceNow Administrator/Developer (Remote)

Location: Raleigh, NC
Duration: 06 Months with possible extension

 
Job Description:

This role provides support for the state’s use of its CSM system (ServiceNow) and the client 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 a security clearance with FedRamp administration standards

Knowledge, Skills, Abilities and Competencies:

• Decision Quality
• Problem Solving
• Directing Others
• Hiring and Staffing
• Drive for Results
• Organizational Agility
• Building Effective Teams
• Motivating Others

Skills:

·         Experience working in the governmental sector (local, state, or federal)-Required-1-Years

·         Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework-Required-3-Years

·         Experience performing continuous improvement initiatives for processes and services-Required-3-Years

·         Strong knowledge and familiarity with HR processes-Required-3-Years

·         Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience-Required-3-Years

·         Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results-Required-3-Years

·         Produce unambiguous, comprehensive, and accurate interpretations of analysis-Required-3-Years

·         Ability to obtain a security clearance with FedRamp administration standards-Required-3-Years