Systems Administrator II – EHRA

State of North Carolina•Century Center B Wake, NC

2d•$100,690•Hybrid

About The Position

The Systems Administrator II administers, configures, maintains, and enhances the agency’s ServiceNow platform to support enterprise-wide business operations and digital transformation initiatives. The role requires hands-on ServiceNow experience across platform administration, application development, workflow automation, integrations, and troubleshooting. It works with business stakeholders, technical teams, and agency leadership to deliver secure, reliable, scalable, and user-focused technology solutions that improve operational efficiency and service delivery. The position is part of the Business Services unit, which leads ServiceNow, Change Management, and end-user cloud SaaS applications for NCDOT. The unit supports service delivery through multiple channels and handles application development and maintenance, report administration, and server/system architecture and maintenance. The role is within the ServiceNow Technology Workflows, Cloud SaaS-Built Customer Solutions and Tier 3 Support section, which supports the ServiceNow platform, implements and maintains Technology Workflows applications, supports cloud SaaS-built applications, and provides Tier 3 end-user support for NCDOT employees. The position may be eligible for hybrid remote work under state policy and the agency’s remote work program, but requires weekly onsite work. Telework arrangements may be ended by the employer at its discretion.

Requirements

Bachelor’s degree in computer science, an IT-related field, or a closely related field from an appropriately accredited institution, and three years of progressive experience in systems software programming; OR an associate degree in one of these fields and four years of progressive experience in systems software programming; OR an equivalent combination of education and experience.
Demonstrated hands-on ServiceNow experience, including platform administration, application development, workflow automation, integrations, and troubleshooting.

Nice To Haves

ServiceNow Certified System Administrator (CSA) certification and/or relevant micro-certifications in application development, ITSM, or platform administration.
Experience developing custom applications, configuring REST APIs, using IntegrationHub, and integrating ServiceNow with enterprise systems.
Experience implementing workflow automation, ServiceNow Employee Workflows or Customer Workflows, and emerging AI capabilities to improve business processes and customer service.

Responsibilities

Administer, configure, maintain, and enhance the ServiceNow platform, ensuring stability, performance, security, and alignment with agency requirements.
Develop, configure, and maintain workflows, business rules, client scripts, UI policies, forms, and custom applications.
Support ServiceNow modules and capabilities across IT Service Management (ITSM), Customer Workflows, Employee Workflows, and other enterprise workflow solutions.
Collaborate with business stakeholders to gather requirements, analyze business processes, and translate operational needs into ServiceNow solutions.
Develop and maintain integrations between ServiceNow and other enterprise systems using REST APIs, IntegrationHub, and related technologies.
Troubleshoot complex platform issues, investigate root causes, and implement corrective actions.
Manage platform enhancements, upgrades, patches, update sets, deployments, and testing in accordance with change management and governance practices.
Implement and maintain platform security controls, access permissions, data integrity standards, and technical documentation.
Evaluate emerging ServiceNow capabilities, including automation and artificial intelligence, for opportunities to modernize and improve customer and employee experiences.
Provide technical guidance, knowledge transfer, and ongoing support to agency personnel while promoting ServiceNow development standards, platform governance, and continuous improvement.