ServiceNow Administrator and Developer

Summary

Join our team as a ServiceNow Administrator & Developer to manage and develop the DHS ServiceNow environment, integrating with other systems. This role requires hands-on approach to improve productivity, maintain uptime, and adhere to strict policy and security guidelines.

Requirements

• US Citizenship
• Ability to obtain and maintain a security clearance at the Public Trust or above
• Minimum of 3 years experience implementing ServiceNow solutions App Engine
• Minimum of 2 years working with an Agile implementation framework
• Minimum of 2 years implementing systems using Agile/Scrum methodologies
• Minimum of 1 year in administration of a ServiceNow instance, including management of users, groups and roles, CMS development, ACLs, business rules, workflows, UI actions and policies, dictionary and catalog items
• Familiar with IT Infrastructure Library (ITIL) processes and IT Service Management (ITSM) principles
• Strong scripting skills in JavaScript and GlideScript
• Strong technical skills, including workflow configuration and business rule development
• Experience in customizing UI and creating complex workflows
• Knowledge of methods for integrating with external systems
• Expertise in troubleshooting and resolving technical challenges
• Detailed-oriented approach, complemented by superb problem-solving and analytical capabilities
• Proficiency in contributing positively to a team-oriented, cooperative environment
• Outstanding communication and interpersonal abilities, coupled with a professional manner for client and internal team interactions
• Familiarity with techniques for enhancing performance optimization

Responsibilities

• Actively participate in Agile teams, with a focus on software development to meet mission-critical needs
• Forge close collaborations with Solutions Architects and Business Analysts to understand and document business outcomes and functional requirements, leading the design of intricate, effective ServiceNow solutions aligned with those needs
• Troubleshoot and resolve technical issues related to ServiceNow implementations and collaborate with support teams to provide swift resolution to incidents and problems
• Provide Tier 2/3 break-fix support, ensuring issues are properly escalated from Tier 1 (ICE Service desk)
• Manage platform/environment configuration and issue resolution
• Work collaboratively with multidisciplinary teams, steering the implementation of ServiceNow solutions that adhere to defined requirements and maintain industry best practices. Engage in the development and continuous upkeep of advanced scripts, business rules, and client scripts
• Concentrate on modernizing deprecated functionalities
• Facilitate and oversee data migration activities from legacy systems to ServiceNow, ensuring data accuracy and consistency throughout the transition. Confirm that data is strategically migrated to the most beneficial ServiceNow data structures, using out-of-the-box data schemas before creating custom tables and fields
• Develop and maintain applications, including customer-developed solutions currently in production
• Conduct detailed testing of ServiceNow configurations to confirm functionality, data integrity, and user experience. Address any issues and make necessary adjustments to ensure the solution meets the desired outcomes
• Support end-user training to ensure smooth adoption of the implemented solution
• Ensure the team's documentation, related to configurations, customizations, data schemas, and other technical decisions, is thorough and complete
• Ensure system uptime, resource availability, reliability, and strict compliance with policies and procedures

Preferred Qualifications

• Prior or current security clearance at the Public Trust level or above is preferred
• Data migration and integration experience
• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer