ServiceNow Information Technology Apprentice/ Infrastructure

Schedule: Full-time

ServiceNow & IT Service Management (ITSM) Support

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.

Change Management, Disaster Recovery, and Compliance Support

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.

Technical Exposure and Issue Support

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.

Documentation, Training, and Continuous Improvement

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.

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.

-Or successful completion of IT Apprenticeship program at designated agency.

-Or completion of associate core program in computer science or information systems