ServiceNow Information Technology Apprentice/ Infrastructure Specialist Associate
About The Position
This role provides support across several key IT functions, including ServiceNow & ITSM Support, Change Management, Disaster Recovery, and Compliance Support, Technical Exposure and Issue Support, and Documentation, Training, and Continuous Improvement. The apprentice/associate will assist with maintaining records, supporting data quality, generating reports, documenting processes, and participating in platform-related activities. They will also aid in tracking change requests, supporting DR planning, gathering audit artifacts, and maintaining compliance documentation. Additionally, the role involves basic troubleshooting, shadowing senior staff, identifying and documenting issues, testing system changes, and developing/maintaining documentation like SOPs and knowledge articles. Collaboration with cross-functional teams and participation in training are also key aspects of this position.
Requirements
- Apprentice: 1 course or 2 months experience in Information Systems/Information Technology, or a related field including but not limited to: Software Engineering/Development, Data Analytics/Business Intelligence, Database Administration, Network, IT Security and Help Desk/Customer Support
- Associate: 18 months combined work exp. &/or trg. In any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating a single technology domain.
- Successful completion of IT Apprenticeship program at designated agency.
- Completion of associate core program in computer science or information systems
Responsibilities
- Assists with maintaining and updating records within ServiceNow, including incidents, requests, and configuration items (CMDB).
- Supports data quality efforts by reviewing and correcting records under supervision.
- Generates basic reports and dashboards to support operational visibility.
- Assists in documenting workflows, service offerings, and IT processes.
- Participates in platform-related activities to gain familiarity with enterprise ITSM tools.
- Assists with tracking and documenting change requests in alignment with Change Management processes.
- Supports Disaster Recovery (DR) planning efforts, including documentation updates and preparation activities.
- Helps gather and organize audit and compliance artifacts for internal and external reviews.
- Maintains logs, checklists, and supporting documentation for compliance activities.
- Participates in governance, risk, and compliance-related meetings.
- Assists in basic troubleshooting efforts under supervision for ServiceNow and related systems.
- Shadows senior staff to learn incident resolution, monitoring, and operational support processes.
- Supports identification and documentation of issues and resolutions.
- Gains exposure to enterprise tools, integrations, and workflows.
- Assists with testing of system changes and enhancements.
- Develops and maintains documentation, including SOPs and knowledge articles.
- Takes meeting notes and tracks follow-up items.
- Assists in identifying opportunities for process improvement.
- Participates in training sessions and knowledge-sharing activities.
- Collaborates with cross-functional teams as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
