ServiceNow Admin/Developer

Job Description

This role provides support for the use of our Customer Service Management (CSM) system and adherence to best practices in supporting user needs. It involves working with a team of ServiceNow professionals in a matrix reporting environment, managing multiple work streams, and supporting several initiatives simultaneously. Duties and Responsibilities:

• Administer the ServiceNow platform across the CSM application.
• Perform enhancements, upgrades, or maintenance on the platform as necessary.
• Adhere to best practices and standards on the ServiceNow platform defined by agency process and FedRAMP compliance.
• Handle enhancement requests and develop the CSM application used on the platform.
• Work with developers on 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 to provide business solutions.
• Establish user journeys and create user stories to support design and configuration of CSM.
• Support iterative configuration of the CSM application, engage stakeholders in joint design sessions, and conduct reviews.
• Proactively research and suggest enhancements to existing engagements.
• Develop and implement fixes for bugs and issues found in ServiceNow production for CSM.
• Perform system/workflow enhancements and script changes in ServiceNow to enable changing/evolving business practices. Qualifications:
• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 3-5 years of experience in CSM technology, specifically supporting 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 and services; monitoring, alerting, and federated sources of CI data. Preferred Qualifications:
• 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 the intended audience.
• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results. Required Skills:
• Servicenow CSM