Remote Service Now Technical Specialist

Summary

The job is for a 12+ month remote ServiceNow Technical Specialist position in Raleigh, NC. The role involves working with customers to gather business requirements, defining detailed stories and epics, facilitating meetings, authoring content, and peer reviewing various documents. The candidate should have experience in ServiceNow development, ITIL v3 methodologies, enterprise IT architecture, web technologies, and LDAP directories.

Requirements

• Experience delivering ServiceNow development capabilities to an enterprise organization
• Conducting industry, competitive and State analyses (strategic, financial, operational), business case development, as well as market research for benchmarking
• Translates technical complexities to business owners to drive solutions
• Working as part of an integrated project team leveraging Agile and Scrum methodologies, supporting user story creation, sprint planning, and overseeing the tasks of the development team
• Develop procedures, manuals, and other documentation for the systems developed based on the requirements gathered
• Ability to maintain project plans, resourcing schedules and forecasted activities
• Capture and document current or new business products and recommend improvements and efficiencies
• Work individually and within a team setting to deliver requirements on time and within scope
• Ability to provide technical assistance and troubleshooting by effectively responding to inquiries
• Supporting required system go-live activities, including conversion, support desk, site support, training delivery, logistics management, etc
• Supporting change management and communications programs and activities
• Performing PMO activities related to project time tracking, create and maintain issue logs, schedule meetings and take meeting minutes, work plan updates, status reporting, service metric reporting, and related project administration tasks
• Impeccable time-management and record keeping Required
• The ability to take complex end-user requirements to code Required
• A positive can-do attitude & willingness to learn Required
• A strong personal commitment to quality service Required
• The ability to work independently and with a team Required
• LDAP directories, such as: Active Directory, eDirectory, OpenLDAP. Required
• Excellent communication Required
• Web applications, networks, protocols and email (SMTP, POP3) Required
• Basic understanding of ITIL v3 methodologies Required
• Understanding of enterprise IT architecture Required
• Working knowledge of relational databases Required
• Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.) Required

Responsibilities

• Work directly with customers to capture business and user requirements
• Define detailed stories and epics, with applicable acceptance criteria in collaboration with product owners and development team
• Facilitate meetings with internal technical and operational teams
• Author content and peer review a wide array of documents, including functional, technical, training as well as planning and roadmaps
• Lead meetings with system owners and customers to gather business requirements
• Elicit, analyze, communicate and validate requirements for business processes, accurately translating them into functional and technical requirements for the development team
• Collecting, organizing, and analyzing data
• Understand complex business problems and opportunities in the context of the requirements and help recommend solutions that enable the organization to achieve its goals
• Facilitate technical discussions and anticipate, mitigate, and resolve risks and issues within an information technology environment
• Manage stakeholders, collect requirements, and design solutions to meet business process and application requirements