ServiceNow Admin || Remote
About The Position
The ServiceNow Administrator/Developer supports the state’s use of its ServiceNow Customer Service Management (CSM) system and NDIT’s application of best practices to meet users’ needs. The role works with a team of ServiceNow developers in a matrix reporting environment, manages multiple work streams, and reports to the ServiceNow platform owner. The position is remote but requires the candidate to be local to North Carolina. The role administers and enhances the ServiceNow platform and CSM application, gathers and translates business requirements into technical documentation and development, and supports iterative configuration through stakeholder reviews and joint design sessions. It also monitors application performance, addresses production issues, handles data mapping and bulk imports or updates, and follows agency standards and FedRamp compliance requirements.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Five years of experience in CSM technology, specifically supporting ServiceNow processes and administration.
- Experience designing and deploying web-based end-user self-service portals.
- Knowledge of and experience with JavaScript, HTML, XML, and Web Services.
- Experience with ServiceNow forms, fields, views, lists, UI policies and actions, and client- and server-side scripts.
- Experience integrating ServiceNow with other tools, including monitoring, alerting, and federated sources of CI data.
- Must be local to North Carolina.
Nice To Haves
- Experience in the governmental sector (local, state, or federal).
- Experience implementing the ServiceNow CSM application and processes using 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, with the ability to communicate clear, organized, thorough information appropriate to the audience.
- Ability to develop insightful, beneficial, actionable analyses with detailed explanations of results and produce unambiguous, comprehensive, accurate interpretations.
- Ability to obtain a security clearance under FedRamp administration standards.
- Decision quality, problem solving, directing others, hiring and staffing, drive for results, organizational agility, building effective teams, and motivating others.
Responsibilities
- Administer the ServiceNow platform across the Customer Service Management application.
- Perform platform enhancements, upgrades, and maintenance.
- Follow agency-defined ServiceNow best practices and standards, including FedRamp compliance.
- Handle enhancement requests and develop the CSM application.
- Work with developers on subsequent platform processes.
- Gather business requirements, analyze them, and translate them into technical documentation and development.
- Monitor application performance and analyze code.
- Track ServiceNow advancements and changes and apply them to business solutions.
- Establish user journeys and create user stories to support CSM design and configuration.
- Support iterative CSM configuration and engage stakeholders in reviews through joint design sessions.
- Research and suggest enhancements to existing engagements.
- Develop and implement fixes for ServiceNow production bugs and issues related to CSM.
- Perform system and workflow enhancements and script changes to support evolving business practices.
- Execute data mapping and bulk data imports or updates when needed.
- Manage multiple work streams, potentially supporting several initiatives simultaneously.
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What This Job Offers
Job Type
Full-time
