Maricopa County (AZ)-posted 10 days ago
$100,000 - $168,000/Yr
Full-time • Mid Level
Hybrid • Phoenix, AZ
501-1,000 employees
Executive, Legislative, and Other General Government Support

The Maricopa County Attorney's Office (MCAO) seeks a highly skilled ServiceNow Administrator/IT Consultant to lead the strategic management and optimization of its dedicated ServiceNow platform. This role is responsible for developing digital solutions for ensuring the continuity, security, and scalability of mission-critical Law Enforcement Portal applications, while supporting integrations with case management and evidence systems such as Prosecutor by Karpel (PbK) and Axon Justice Premier. More than a traditional system administrator, this position functions as a platform steward and trusted IT advisor to MCAO executive leadership. The incumbent will provide expert guidance on complex IT matters, analyze and apply emerging technology trends, and ensure the ServiceNow environment aligns with both current system capabilities and evolving organizational needs. By combining technical expertise with strategic insight, the ServiceNow Administrator/IT Consultant will play a pivotal role in shaping the platform's future direction supporting innovation, enhancing operational efficiency, and advancing MCAO's justice-driven mission.

  • Administer and configure MCAO's ServiceNow instance (ITSM, Case Management, Agent Workspace, Service Portal, Performance Analytics, IntegrationHub); maintain system health, upgrades, and patches in alignment with best practices.
  • Manage Azure Entra ID authentication and role-based access for MCAO staff and external law enforcement partners; ensure consistent administration across departments and justice stakeholders.
  • Configure and sustain workflows for referrals, complaint signatures, notifications, and audit trails to support justice-critical operations.
  • Develop and maintain reporting portals and dashboards that provide visibility into referrals, evidence links, and workload metrics for MCAO and partner agencies.
  • Replace legacy SharePoint-based and custom applications with supported ServiceNow capabilities, reducing risk and technical debt.
  • Design and implement REST API integrations with case management, evidence management, SQL databases, and court systems, ensuring secure, scalable, and reliable data exchange.
  • Oversee the replacement of fragile custom development with supported solutions; ensure compliance with audit, security, and CJIS requirements through tamper-proof logging and reporting.
  • Advise MCAO leadership on platform roadmap, licensing, and resource needs; partner with vendors, County IT, and law enforcement stakeholders to align strategy with enterprise standards and evaluate emerging technologies.
  • Educate non-technical audiences about platform benefits, risks, and trade-offs; create and deliver change management plans, training curricula, and communication strategies to support adoption.
  • Develop runbooks, as-built documentation, and troubleshooting guides; mentor IT staff with development assistance and provide training and support to MCAO staff and law enforcement partners.
  • Seven years of IT experience with increasing responsibility
  • Three years of experience administering or developing ServiceNow
  • Bachelor's degree in Information Technology, Computer Science, or a related field
  • A combination of post-secondary education and/or job-related experience may substitute for the education requirement on a year-for-year basis
  • Experience supporting or leading a ServiceNow implementation project
  • Experience with justice-related systems
  • Experience in public sector, law enforcement, or justice IT environments
  • Experience collaborating with criminal justice partners, government agencies, and vendors
  • Experience translating business requirements into sustainable ServiceNow solutions
  • Experience with CJIS and justice-sector data handling requirements
  • Experience acting as both hands-on administrator and strategic consultant
  • Proficiency with REST APIs, SQL integrations, and cross-system data management
  • ServiceNow CSA certification; additional certifications such as CAD, CIS-ITSM, CIS-Public Sector, or equivalent
  • Work with a greater purpose
  • Tuition reimbursement
  • Exceptional work-life balance
  • Opportunities for growth and development within Maricopa County
  • Low-cost, high-value healthcare for you and your qualifying dependents
  • Child care benefits including access to our on-site center Maricopa County Kids Club, dedicated to serving Maricopa County families exclusively
  • Paid vacation, sick time, and parental leave
  • Extensive wellness program, including healthcare premium discounts
  • Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12% monthly contribution rate and includes a 100% employer match on Day 1
  • Learn more at Work With Us | Maricopa County, AZ
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