ServiceNow ITSM Lead - Implementation

Purpose: The Office of Administration in Missouri needs to enlist expertise to spearhead a modernization initiative aimed at upgrading their IT processes. This work involves transitioning from Cherwell ticketing system to ServiceNow Information Technology Service Management (ITSM) with a full implementation of Incident Management, Request Management, Change Management, Problem Management, and Knowledge Management for the Office of Administration. In addition, the State requires implementing an Identity Governance and Administration (IGA) solution to streamline and enhance provisioning, deprovisioning, and employee transfers for IT service operations. This will tie the already implemented Common Service Data Model (CMDB) to these processes.

Responsibilities:

Analyze /Design:

• Review ServiceNow Process Design Documents, Architecture Diagrams and business requirements
• Validate key use cases and finalize design
• Review and recommend updates to documented requirements

Build:

• Configure ServiceNow ITSM and required integrations utilizing the current Employee Center Portal (Prototype and validate design):
• Incident Management
• Problem Management
• Request Management
• Major Incident Management
• Change Management (publish up to 10 Standard Changes)
• Ensure non-con agencies cannot view any agency data
• Knowledge Management
• Service Requests (build up to 12 Catalog Items: 4 low, 4 med, 4 high complexity items (to include on-boarding items))
• Service Level Management
• Configuration Management (CMDB); CSDM data required for incident form
• If required, Expansion and refinement of the foundation Data
• Integrations (up to 5 unidirectional and up to 5 bidirectional)
• Validate/Configure ServiceNow ITOM Discovery
• Develop automated test scripts (ATF) for ITSM submissions and fulfillment
• Conduct Unit Testing
• Review and approve ServiceNow configurations
• Real-time data exchange

Test:

• Facilitate State's User Acceptance Testing
• Run ATF scripts
• Engage end users and integrated application teams for user acceptance testing of consolidated provisioning/deprovisioning functionality
• Resolve defects and issues identified in UAT Deploy:
• Deploy platform configuration from Dev to Test to Prod environment
• Provide Architectural and Technical design documents
• Deliver as designed training for the ServiceNow Administrators for the SoM

Required Skills:

• 5+ years 'experience configuring and customizing ServiceNow ITSM to include CMDB, Incident Management, Problem Management, Major Incident Management, Change Management, and Request Management
• 5+ years' experience with implementing the ITIL 4 framework
• 5+ years' experience with implementing the CSDM framework
• 2+ years' experience ServiceNow with the IGA solution
• Proficiency in JavaScript, HTML, CSS, and API integrations to build and customize workflows and user interfaces
• Ability to troubleshoot issues during implementation
• ServiceNow Certifications in CSA, CAD, CIS preferred

2+ years' experience in the following areas:

• Strong communication skills
• Experience with ITIL 4 framework
• Experience in M3NA
• Experience in Microsoft Active Directory
• Experience in PowerShell
• Experience in Role Based Access
• Skills Matrix:

Skill

Years of Experience Required

Required/Desired

Candidate Years of Experience

Note

ServiceNow ITSM (CMDB, Incident, Problem, etc.)

5+

Required

Covering multiple ITSM modules

ITIL 4 Framework

5+

Required

Also listed under general experience

CSDM Framework

5+

Required

ServiceNow IGA

2+

Required

JavaScript, HTML, CSS, API Integrations

Required

Proficiency required

Troubleshooting Implementation Issues

Required

ServiceNow Certifications (CSA, CAD, CIS)

Preferred

Certifications preferred

Communication Skills

Required

M365

Required

Microsoft Active Directory

Required

PowerShell

Required

Role-Based Access

Required