ServiceNow Administrator

Novalink Solutions LLC•North Andover, MA

18h

About The Position

ServiceNow Administrator/Developer position provides support for the state’s use of its CSM system (ServiceNow) and NDIT’s use of best practices supporting users’ needs while working with a team of ServiceNow developers. ServiceNow Administrator/Developer position is housed in the NCDIT. This role provides support for the state’s use of its CSM system (ServiceNow) and NDIT’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.

Requirements

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
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

Nice To Haves

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

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