OA/ETSO - AR1 A4 SC3 - ServiceNow Admin

Engagement Type

Contract Short Description

OA/ETSO - AR1 A4 SC3 - ServiceNow Admin

• *hybrid role -- requiring on-site presence two days per week, or as needed** Complete Description The ServiceNow Administrator is responsible for the set of tasks and techniques used to work as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals. This position is accountable and responsible for the following duties. 1. Defines and documents customer business functions and processes. 2. Consults with Process Owners and Managers to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access. 3. Administers the ITSM Platform to ensure the system design meets the needs of the Commonwealth. 4. Participates in system integration testing, user acceptance testing, and testing of new system functionality. 5. Provides technical assistance in training, mentoring, and coaching professional and technical staff. 6. Escalates issues to management as appropriate.

Key Responsibilities:

• Configure and maintain ITOM, HAM, and SAM modules in ServiceNow. - Perform system administration tasks, including user management, access control, and workflow automation. - Support instance upgrades, patching, and system performance tuning. - Troubleshoot and resolve technical issues and system errors. - Ensure compliance with ServiceNow best practices and governance policies. Required Skills: - ServiceNow Certified System Administrator (CSA) is required. - Experience with Automated Test Framework (ATF). - Exposure to ServiceNow App Engine and Flow Designer. - Understanding of CMDB and Discovery. - Knowledge of Employee Service Portal and custom widget development - 4-year college degree or equivalent technical study - Preferred - 4 Years - Experience with ITSM and at least one additional module (e.g., ITOM, HRSD, SPM, Source2Pay). - Familiarity with Agile/Scrum methodologies. - ITIL V4 Foundation Certification - Preferred Required/Desired Skills Skill Required/Desired Amount of Experience Experience with ITSM and at least one additional module (e.g., ITOM, HRSD, SPM, Source2Pay). Required 4 Years ServiceNow Certified System Administrator (CSA) Required 0 Experience with Automated Test Framework (ATF). Required 0 Exposure to ServiceNow App Engine and Flow Designer. Required 0 Understanding of CMDB and Discovery. Required 0 Familiarity with Agile/Scrum methodologies. Required 0 4-year college degree or equivalent technical study Desired 0 ITIL V4 Foundation Certification Desired 0