ServiceNow Administrator/Developer (BHJOB1435_32080)

ServiceNow Administrator/Developer

Job Description:

• This role provides support for the state’s use of its ITSM system (ServiceNow) and the client’s use of best practices supporting users’ needs while working with a team of ServiceNow professionals.
• 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 client’s ServiceNow platform owner.

Responsibilities:

• Administer the ServiceNow platform across the IT 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 ITSM 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 IT Service Management
• Supporting the iterative configuration of the ITSM 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 IT 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

Required Skills/Experience:

• Experience working in the governmental sector (local, state, or federal) Required 1 Years
• Experience successfully implementing the ServiceNow ITSM application and processes leveraging the ITSM framework Required 1 Years
• Experience performing continuous improvement initiatives for processes and services Required 5 Years
• Strong knowledge and familiarity with customer service/case management processes Required 5 Years
• Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience Required 5 Years
• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results Required 5 Years
• Produce unambiguous, comprehensive, and accurate interpretations of analysis Required 5 Years
• Ability to obtain a security clearance with FedRAMP administration standards Required 1 Years

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