ServiceNow Administrator

Title: ServiceNow Administrator

Location: Remote

Length: Long term

Restriction: W2 or C2C

Description:

Interview Type: Skype *** Very long term project initial PO for 1 year, expect to go for 4+ years ***Remote***

Description:

ServiceNow Administrator Developer position provides support for, and development of, the ServiceNow IT Service Management (ITSM) system provided by the NC Department of Information Technology (NCDIT) as part of a team of ServiceNow professionals.

Job Description:

ServiceNow Administrator Developer position is housed in the NCDIT. This role provides support for the state’s use of its ITSM system (ServiceNow) and NCDIT’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 NCDIT ServiceNow platform owner.

Duties and 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

Knowledge, Skills, Abilities and Competencies:

Decision Quality

Problem Solving

Directing Others

Hiring and Staffing

Drive for Results

Organizational Agility

Building Effective Teams

Motivating Others

Required Skills:

Experience working in the governmental sector (local, state, or federal) 1 Years

Experience successfully implementing the ServiceNow ITSM application and processes leveraging the ITSM framework 1 Years

Experience performing continuous improvement initiatives for processes and services 5 Years

Strong knowledge and familiarity with customer service case management processes 5 Years

Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience 5 Years

Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results 5 Years

Produce unambiguous, comprehensive, and accurate interpretations of analysis 5 Years

Ability to obtain a security clearance with FedRAMP administration standards 1 Years