ServiceNow CSM Administrator/Developer

Description

The ServiceNow Administrator/Developer position plays a vital role in supporting the state’s use of its Customer Service Management (CSM) system (ServiceNow). This role, housed within the NCDIT, involves collaborating with a team of ServiceNow developers to ensure that users’ needs are met through best practices. You will operate in a matrix reporting environment, managing multiple work streams and supporting various initiatives concurrently. The position reports directly to the ServiceNow platform owner.

Company Culture and Environment

The work environment is collaborative and supportive, emphasizing best practices and compliance. Team members are encouraged to engage with stakeholders and participate in joint design sessions to enhance user experiences. The role requires proactive research and development to improve existing processes and services.

Career Growth and Development Opportunities

In this position, you will have opportunities for continuous learning and improvement initiatives, allowing you to enhance your skills within the ServiceNow platform while contributing to significant projects in a governmental setting.

Detailed Benefits and Perks

While explicit benefits are not detailed in the job description, the role offers an opportunity to work within a structured environment that values compliance and professional growth, which can lead to career advancement.

Compensation and Benefits

• W-2 Rate - up to $60/hour

Why you should apply for this position today

This role offers a unique chance to support vital state initiatives while working with cutting-edge technology in ServiceNow. You will contribute to the enhancement of user experiences and processes that impact the state’s efficiency and service delivery.

Skills

• Proficiency in CSM technology and administration of ServiceNow
• Knowledge of web technologies including JavaScript, HTML, XML, and Web Services
• Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client/server scripts
• Strong problem-solving abilities and decision-quality skills
• Excellent verbal and written communication skills
• Ability to develop insightful and actionable analyses
• Familiarity with integrating ServiceNow with other tools for monitoring, alerting, and CI data

Responsibilities

• Administer the ServiceNow platform across the Customer Service Management application
• Enhance, upgrade, or maintain the platform as necessary
• Follow best practices and standards as defined by agency processes and FedRamp compliance
• Handle enhancement requests and develop on the CSM application
• Gather business requirements and translate them into technical documentation
• Monitor application performance and analyze code
• Establish user journeys and create user stories for design/configuration
• Support iterative configuration of the CSM application through stakeholder engagement
• Research and suggest enhancements for existing engagements
• Develop and implement fixes for bugs in ServiceNow production
• Execute data mapping and bulk data imports/updates as needed

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field
• 5 years of experience in CSM technology, specifically with ServiceNow
• Experience designing and deploying web-based end-user self-service portals
• Experience successfully implementing the ServiceNow CSM application
• Strong verbal and written communication skills
• Ability to obtain a security clearance with FedRamp standards

Education Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field

Education Requirements Credential Category

• Bachelor’s Degree

Experience Requirements

• Minimum of 5 years in CSM technology supporting ServiceNow processes and administration
• Experience in the governmental sector (local, state, or federal)
• Experience performing continuous improvement initiatives for processes and services

Why work in Raleigh, NC

Raleigh is known for its vibrant tech community, offering a wealth of opportunities for professional development and networking. The city boasts a high quality of life, with a rich cultural scene, beautiful parks, and a welcoming atmosphere. Working in Raleigh allows you to enjoy a balance of career growth and personal enrichment.