Description

Job Description:

  • ServiceNow Administrator/Developer position is housed in the client.
  • This role provides support for the state's use of its CSM system (ServiceNow) and NDIT's 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 HR 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


 

Key Skills
Education

Any Graduate

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