Expert ServiceNow ITSM Module Specialist

ServiceNow IT Service Management Administrator

We are seeking an experienced ServiceNow administrator/developer to support, administer, and maintain our newly implemented IT service management (ITSM) module. This role is critical in ensuring the ongoing performance, reliability, and enhancement of our ServiceNow environment. About the Role

• The successful candidate will serve as the primary administrator for the ServiceNow ITSM module, monitoring system health, performance, and functionality.
• Manage user roles, groups, and permissions, ensuring adherence to platform governance, change control, and development standards. Responsibilities
• System Administration:
• Serve as the primary administrator for the ServiceNow ITSM module.
• Monitor system health, performance, and functionality.
• Manage user roles, groups, and permissions.
• Ensure adherence to platform governance, change control, and development standards. Break/Fix Support:
• Troubleshoot and resolve technical issues within the ITSM module.
• Conduct root cause analysis for incidents and implement permanent fixes.
• Manage incident and request queues related to ServiceNow issues. Development & Configuration:
• Design and configure workflows, forms, fields, business rules, client scripts, UI policies, and service catalog items within the ITSM module.
• Develop and maintain integrations with other systems, as needed.
• Create and maintain reports and dashboards. Enhancements & Continuous Improvement:
• Analyze business requirements and propose scalable, secure solutions in the ServiceNow platform.
• Provide recommendations for improvements and enhancements to existing ITSM workflows and features.
• Prepare for future module implementations. Training & Documentation:
• Create and maintain system documentation and user guides.
• Train internal staff on use and capabilities of the ServiceNow ITSM module. Collaboration & Planning:
• Serve as liaison between IT leadership, business units, and ServiceNow support/vendor resources.
• Participate in roadmap discussions and assist in planning future ServiceNow expansions. Required Skills & Qualifications
• 3+ years of experience as a ServiceNow administrator or developer.
• ServiceNow Certified System Administrator (CSA) – Required.
• Experience in a public sector or Medicaid environment.
• Experience preparing a platform for expansion.
• Strong understanding and hands-on experience with the ITSM module.
• Experience with JavaScript, Glide scripting, and ServiceNow APIs.
• Familiarity with ServiceNow update sets, scoped applications, and integrations. Benefits

This role offers a unique opportunity to work with a leading IT services company, supporting public sector clients across multiple states. The successful candidate will have the chance to develop their skills in ServiceNow administration, development, and support, while contributing to the success of our clients.