ServiceNow Technical Specialist

Summary

Join our team as a ServiceNow Technical Specialist and play a key role in shaping our platform strategy. You will collaborate with customers to gather business requirements, translate them into technical specifications, and work with the development team to deliver solutions. This role involves leading meetings, authoring documentation, and ensuring successful project delivery. You will leverage your expertise in ServiceNow, ITIL, and Agile methodologies to manage stakeholders, design solutions, and support go-live activities. The position requires strong communication, problem-solving, and technical skills. This is a remote position located in Raleigh, NC, with a duration of 12+ months.

Requirements

• Proven ServiceNow implementation experience
• Experience with web applications, networks, protocols and email (SMTP, POP3)
• Basic understanding of ITIL v3 methodologies
• Understanding of enterprise IT architecture
• Working knowledge of relational databases
• Experience with Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)
• Impeccable time-management and record keeping
• Ability to translate complex end-user requirements to code
• Experience with LDAP directories, such as: Active Directory, eDirectory, OpenLDAP
• Excellent communication skills
• 3 years of experience with Proven ServiceNow implementation experience
• 3 years of experience with web applications, networks, protocols and email (SMTP, POP3)
• 3 years of experience with Basic understanding of ITIL v3 methodologies
• 3 years of experience with Understanding of enterprise IT architecture
• 3 years of experience with Working knowledge of relational databases
• 3 years of experience with Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)
• 5 years of experience with Impeccable time-management and record keeping
• 5 years of experience with Ability to translate complex end-user requirements to code
• 3 years of experience with LDAP directories, such as: Active Directory, eDirectory, OpenLDAP
• 5 years of experience with Excellent communication

Responsibilities

• Work directly with customers to capture business and user requirements and communicate those requirements to the platform team
• 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
• Conducting industry, competitive and State analyses (strategic, financial, operational), business case development, as well as market research for benchmarking
• Translate technical complexities to business owners to drive solutions
• Work 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
• 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
• Provide technical assistance and troubleshooting by effectively responding to inquiries
• Support required system go-live activities, including conversion, support desk, site support, training delivery, logistics management, etc
• Support change management and communications programs and activities
• Perform 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
• Other duties as assigned

Preferred Qualifications

• A positive can-do attitude & willingness to learn
• A strong personal commitment to quality service
• Ability to work independently and with a team