ServiceNow Administrator/Developer

  • Location: Raleigh, NC
  • Type: Contract
  • Job #32739

ServiceNow Administrator/Developer
 

  • Local Raleigh, NC candidates only, please.
  • This is a hybrid position.

Job Description:

  • This role provides support for the states use of its CSM system ServiceNow and the client’s 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

Required Skills/Experience:

  • 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
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