Service Now Technical Lead (Catalog and Knowledge Management)

Freddie Mac • McLean, VA

248d • $132,000 - $198,000

About The Position

At Freddie Mac, our mission of Making Home Possible is what motivates us, and it’s at the core of everything we do. Since our charter in 1970, we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose. This position will focus on supporting the ServiceNow Request Management (Catalog – Self Service Portal) and Knowledge modules. The ServiceNow Catalog and Knowledge Management (KM) tech lead will demonstrate leadership skills and deliver in areas for the Operational support, process and governance documentation, and technical support of the ServiceNow platform Catalog and KM modules. The role involves creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.

Requirements

• 8-10 years of relevant experience.
• Bachelor's of Science in Computer Science, Computer Engineering or related field/relevant experience is required.
• 7-8 years of IT and Web Development/Front-End experience, including experience utilizing programming languages such as JavaScript, ServiceNow Scripting, XML, Shell Scripting, and REST API.
• Strong Administration and operational knowledge of ITSM, Portal, Catalog and Knowledge management.
• UX designing knowledge for catalog development.
• Knowledge of ITIL Framework including Change, Release, Incident, Knowledge Management & CMDB processes.
• Excellent analytical skills and problem-solving skills using Service Now platform architecture for Service Request Catalog and Knowledge Management modules.
• Understanding of UX/UI best practices.

Nice To Haves

• ServiceNow Certified Systems Administrator (CSA), or other ServiceNow certifications are preferred.

Responsibilities

• Perform day-to-day administration of the ServiceNow system, including making approved changes to forms, tables, reports, configuration changes and workflows adhering to platform and development standards and processes.
• Support Program activities providing metrics, reports, configurations within catalog and knowledge and space.
• Troubleshoot problems, resolve incidents, implement bug fixes, and perform root cause analysis.
• Assist with upgrade planning, testing, and implementation between development and production instances for Catalog, Knowledge and portal space.
• Work with business analysts, developers, program teams and stakeholders to understand requirements and translate them into technical solutions.
• Design, develop, and implement ServiceNow catalogs, knowledge articles and design workflows, including UI/UX, reports, and dashboards.
• Assist with Build and maintaining integrations between ServiceNow and other systems using APIs and web services as related to the catalog and knowledge areas.
• Customize the ServiceNow platform to meet approved business requirements and optimize user experience.
• Conduct testing, troubleshoot issues, and provide support to users of ServiceNow applications.

Benefits

• Competitive compensation and market-leading benefit programs.
• Annual incentive program eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees