Principal ServiceNow Implementation Specialist (1054) - Enterprise Applications - Department of Technology

City and County of San Francisco • San Francisco, CA

17d • Hybrid

About The Position

The San Francisco Department of Technology (DT) is seeking a Principal ServiceNow Implementation Specialist for a multi-year initiative to modernize and enhance the City’s enterprise ServiceNow platform. This platform supports IT Service Management (ITSM), asset and configuration management, knowledge management, reporting, and the automation and digitization of business processes across DT and partner departments. The project aims to expand and strengthen ServiceNow capabilities by delivering updated modules, automated workflows, modernized ITSM functionality, and more mature asset and knowledge management processes, along with improved reporting and analytics. The project is scheduled from June 2026 through June 2029, with a 36-month timeline necessary for sequenced phase delivery. The overarching goal is to support DT and other City departments and agencies in their IT modernization efforts by digitizing business processes and intelligently automating tasks and workflows that integrate systems, people, and data across the enterprise. This role reports to the ITSM Program Service Manager (ServiceNow Platform Manager) and oversees complex aspects of the ServiceNow systems development lifecycle, including needs analysis, design, feasibility, technology assessment, project planning, implementation, testing, conversion, documentation, training, and post-implementation assessment. The position requires strong ServiceNow developer expertise for platform development, configuration, customization, and integration to deliver scalable, high-quality solutions, serving as a senior technical lead and subject matter expert for complex, enterprise-level systems.

Requirements

• An associate degree in business administration, public administration, information systems, economics, finance, computer science, UX/UI design, or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in one of the fields above or a closely-related field].
• Five (5) years of experience in the information systems field, including system analysis, business process design, development and implementation of business application solutions or IT project management.
• Demonstrate the ability to perform job functions in an independent manner.
• Have a strong background in IT Service Management and IT Operations Management processes and solutions.
• Possess deep expertise across the ServiceNow platform, including hands-on development, configuration, customization, and administration of applications, integrations, and workflows.

Nice To Haves

• Hands-on experience configuring and developing ServiceNow Service Operations Workspace (SOW) using UI Builder, including workspace pages and components, user experience configuration, AI/Now Assist capabilities, and Employee Service Center (ESC).
• Hands-on experience with ServiceNow Otto, AI Agents, and Model Context Protocol (MCP) capabilities, including configuring and developing AI-driven workflows, agentic automation, and governed integrations between ServiceNow and external AI agents, tools, and enterprise systems.
• Extensive hands-on experience with ITIL Service Management and Business Management core processes (Solid/Advanced understanding of an ITIL framework and ITSM principles)
• Experience with development and implementation of ServiceNow ITSM & ITBM core modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, Project Portfolio Suites of application (PPS)
• Proficiency in an Admin/Developer/Implementer capacity administering an enterprise-wide, multi-tier ServiceNow production environment
• Experience with all scripted aspects of the ServiceNow system including Business Rules, Client Scripts, Script Includes, UI Actions, ACLs, Workflow Activities and Scheduled Jobs
• Skilled in extending the ServiceNow schema to custom applications - System application design and development within Service Oriented Architecture to extend the core functionality of the platform
• Experience with ServiceNow client and server-side JavaScript and the ServiceNow scripted APIs using scripted Web-Services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP, WSDL, JAXWS, SSO-SAML
• Setup and Integration of ServiceNow with third party systems/applications
• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies
• Execution of at least 10 full ServiceNow Application Development life cycles performing advanced ServiceNow configuration and development on ServiceNow Madrid or newer releases
• Experience with ServiceNow ITOM and Orchestration to automate complex multi-system tasks on remote servers using ServiceNow Orchestration which extends the workflow capabilities of the ServiceNow platform to communicate and orchestrate activities outside the ServiceNow instance
• Very strong ability to reason logically and creatively to identify and resolve problems by understanding high level direction, outlining technical approach, and implementing scalable solutions
• Demonstrated ability to effectively lead a team and participate in activities and assignments that will benefit other members of the team or will contribute to the accomplishment of team objectives
• ServiceNow Administrator Certification (CSA)
• ServiceNow Implementation Specialist Certification (CIS)
• ITIL Foundation Certification
• Possession of a Master's degree in computer science, MIS or a closely related field from an accredited college or university

Responsibilities

• Serves as the lead technical authority for ServiceNow, providing architectural direction and oversight across solution design, development, testing, and deployment.
• Leads the design, development, and implementation of ServiceNow ITSM modules, custom applications, workflows, and automation solutions.
• Designs, configures, develops, and enhances ServiceNow Service Operations Workspace (SOW) using UI Builder, including workspace pages, components, user experiences, AI/Now Assist capabilities, and Employee Service Center (ESC) functionality.
• Architects scalable platform solutions and integrations using REST/SOAP APIs, IntegrationHub, and MID Server.
• Partners with stakeholders to gather requirements, assess technical feasibility, and define scalable solutions for integrations, enhancements, and new capabilities.
• Enhances CMDB and asset management capabilities through discovery, data modeling, system integration, and data quality governance.
• Enhances and enforces development standards, platform governance, and best practices while performing advanced scripting and troubleshooting.
• Leads platform lifecycle and operations, including upgrades, performance tuning, monitoring, release management, and documentation.
• Provides knowledge transfer and handoff to permanent staff at project completion.
• Participates in QA cycles, regression testing, and release management activities.
• Performs other related duties as assigned.

Benefits

• Competitive pay, benefits, and retirement options
• Career growth opportunities through training, internal mobility, and subsidized education
• Diverse work environment in a diverse city

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: Associate degree