ServiceNow Expert

ServiceNow Administrator/Developer

Seeking a seasoned professional to assume responsibility for the upkeep and enhancement of our IT Service Management (ITSM) module. This role demands technical expertise, best practices in ServiceNow administration, development, and support, with the capacity to contribute to the expansion of the platform. Responsibilities:

• Administer the primary ServiceNow ITSM module.
• Monitor system health, performance, and functionality.
• Manage user roles, groups, and permissions.
• Ensure adherence to 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 Qualifications:
• 3+ years of experience as a ServiceNow Administrator or Developer.
• ServiceNow Certified System Administrator – Required.
• Experience in a public sector or Medicaid environment.
• Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.
• 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.

This position requires strong technical skills, excellent communication, and collaboration abilities to successfully drive the growth and reliability of our ServiceNow environment.