ServiceNow ITSM Developer - 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:

Build:

• Configure and build integrations with ServiceNow
• Configure and build integrations with on-prem Microsoft Active Directory
• Configure and build integrations with M3NA
• If required, configure and build integrations with mainframe and AS400 systems
• Configure and build ServiceNow workflows creating a minimum of 200 workflows in collaboration with a State resource
• Build birthright provisioning based upon role-based access
• Build process to update role-based access
• Build automation for joiners, movers, and leavers (JML)
• Build reporting and logging capabilities

Test:

• Vendor to develop test scripts for provisioning and deprovisioning access request submissions
• Vendor tests the execution of provisioning, access request workflows, and Service Desk integrations
• Vendor to mitigate State generated test accounts issues, as found by the State, during user acceptance testing of consolidated provisioning/deprovisioning functionality

Deploy:

• Deploy application provisioning functionality from Dev to Test to Prod environment

Required Skills:

• 4+ years of experience leading and managing projects, ensuring timelines and requirement are met
• 2+ years' experience with IAM/IGA
• 2+ years' experience with M365
• 2+ years of experience in Microsoft Active Directory Skills Matrix:

Skill

Years of Experience Required

Required/Desired

Candidate Years of Experience

Note

Project Leadership and Management

4+

Required

IAM/IGA

2+

Required

M365

2+

Required

Microsoft Active Directory

2+

Required