Service Technical Specialist (Remote)

Job Description

Job Title: Service Now Technical Specialist (Remote)

Location: Raleigh, NC

Duration: 12+ Months

Job Description:

ServiceNow Technical Specialist with expertise in Service Providers and platform strategy. Work directly with customers to capture business and user requirements and communicate those requirements to the platform team. This role will define detailed stories and epics, with applicable acceptance criteria in collaboration with product owners and development team and facilitate meetings with internal technical and operational teams. In addition, this role will be responsible for authoring content and peer reviewing a wide array of documents, including functional, technical, training as well as planning and roadmaps.

Lead meetings with system owners and customers to gather business requirements.

Elicit, analyze, communicate and validate requirements for business processes, accurately translating them into functional and technical requirements for the development team.

Collecting, organizing, and analyzing data

Understand complex business problems and opportunities in the context of the requirements and help recommend solutions that enable the organization to achieve its goals.

Ability to facilitate technical discussions and anticipate, mitigate, and resolve risks and issues within an information technology environment.

Manage stakeholders, collect requirements, and design solutions to meet business process and application requirements.

Experience delivering ServiceNow development capabilities to an enterprise organization.

Conducting industry, competitive and State analyses (strategic, financial, operational), business case development, as well as market research for benchmarking

Translates technical complexities to business owners to drive solutions.

Working as part of an integrated project team leveraging Agile and Scrum methodologies, supporting user story creation, sprint planning, and overseeing the tasks of the development team

Develop procedures, manuals, and other documentation for the systems developed based on the requirements gathered.

Ability to maintain project plans, resourcing schedules and forecasted activities.

Capture and document current or new business products and recommend improvements and efficiencies.

Work individually and within a team setting to deliver requirements on time and within scope.

Ability to provide technical assistance and troubleshooting by effectively responding to inquiries.

Supporting required system go-live activities, including conversion, support desk, site support, training delivery, logistics management, etc.

Supporting change management and communications programs and activities

Performing PMO activities related to project time tracking, create and maintain issue logs, schedule meetings and take meeting minutes, work plan updates, status reporting, service metric reporting, and related project administration tasks.

Other duties as assigned.

Skills:

SkillRequired / DesiredAmountof ExperienceProven ServiceNow implementation experienceRequired3YearsWeb applications, networks, protocols and email (SMTP, POP3)Required3YearsBasic understanding of ITIL v3 methodologiesRequired3YearsUnderstanding of enterprise IT architectureRequired3YearsWorking knowledge of relational databasesRequired3YearsWeb Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.)Required3YearsImpeccable time-management and record keepingRequired5YearsThe ability to take complex end-user requirements to codeRequired5YearsA positive can-do attitude & willingness to learnRequired5YearsA strong personal commitment to quality serviceRequired5YearsThe ability to work independently and with a teamRequired5YearsLDAP directories, such as: Active Directory, eDirectory, OpenLDAP.Required3YearsExcellent communicationRequired5Years

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