[Hiring] ServiceNow Administrator @DMS Vision

Role Description

The ServiceNow Administrator/Developer position provides support for the state's use of its CSM system (ServiceNow) and NDIT's use of best practices supporting users' needs while working with a team of ServiceNow developers. 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 ServiceNow platform owner.

• Administer the ServiceNow platform across the Customer 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 CSM application used on the platform
• Work with developers on the next stage processes for the platform
• 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 leverage them to provide business solutions
• Establish user journeys and create user stories to support the design and configuration of Customer Service Management
• Support the iterative configuration of the CSM application, engaging stakeholders to conduct reviews through joint design sessions
• Proactively research and suggest enhancements to existing engagements
• Develop and implement fixes for bugs and issues found in ServiceNow production for Customer 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

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field
• 5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNow
• Experience designing and deploying web-based end user self-service portals
• Knowledge of and experience with web technologies, including JavaScript, HTML, XML, and Web Services
• Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts
• Experience integrating ServiceNow with other tools; monitoring, alerting, and federated sources of CI data

Requirements

• Experience working in the governmental sector (local, state, or federal)
• Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework
• Experience performing continuous improvement initiatives for processes and services
• Strong knowledge and familiarity with CSM processes
• Excellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audience
• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive, and accurate interpretations
• Ability to obtain a security clearance with FedRamp administration standards

Knowledge, Skills, Abilities and Competencies

• Decision Quality
• Problem Solving
• Directing Others
• Hiring and Staffing
• Drive for Results
• Organizational Agility
• Building Effective Teams
• Motivating Others