Job Description
Job Title: ServiceNow Administrator/Developer (Remote) Location: Raleigh, NC Duration: 06 Months with possible extension Job Description: This role provides support for the state’s use of its CSM system (ServiceNow) and the client 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 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 Skills: · Experience working in the governmental sector (local, state, or federal)-Required-1-Years · Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework-Required-3-Years · Experience performing continuous improvement initiatives for processes and services-Required-3-Years · Strong knowledge and familiarity with HR processes-Required-3-Years · Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience-Required-3-Years · Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results-Required-3-Years · Produce unambiguous, comprehensive, and accurate interpretations of analysis-Required-3-Years · Ability to obtain a security clearance with FedRamp administration standards-Required-3-Years Apply tot his job
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