ServiceNow Administrator Developer

Summary

Join our team as a ServiceNow Administrator/Developer and provide support for the state's ITSM system. You will work with a team of ServiceNow professionals, managing multiple work streams and supporting various initiatives. This role requires administering the ServiceNow platform, performing enhancements and maintenance, adhering to best practices, and handling enhancement requests. You will collaborate with developers, gather business requirements, and translate them into technical documentation. The position also involves monitoring application performance, analyzing code, and leveraging advancements in the ServiceNow platform. This is a remote position located in Raleigh, NC with a duration of 12+ months.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field
• 3-5 years of experience in ITSM 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 and services; monitoring, alerting and federated sources of CI data
• Experience working in the governmental sector (local, state, or federal) for 1 year
• Experience successfully implementing the ServiceNow ITSM application and processes leveraging the ITSM framework for 1 year
• Experience performing continuous improvement initiatives for processes and services for 5 years
• Strong knowledge and familiarity with customer service/case management processes for 5 years
• Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience for 5 years
• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results for 5 years
• Produce unambiguous, comprehensive, and accurate interpretations of analysis for 5 years
• Ability to obtain a security clearance with FedRAMP administration standards for 1 year

Responsibilities

• Administer the ServiceNow platform across the IT 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 ITSM 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 IT Service Management
• Supporting the iterative configuration of the ITSM 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 IT 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