ServiceNow Technology Analyst - Customer Service Management (Hybrid)

Description

Are you eager to start your journey in ServiceNow technology? Join our innovative team at the City of Raleigh’s Information Technology Department as a ServiceNow Technology Analyst! You will play a key role in supporting and optimizing the ServiceNow platform, focusing on Customer Service Management (CSM) to enhance the customer experience across various city services. As a technology analyst, you’ll collaborate with technical teams and business users, hands-on to configure, maintain, and troubleshoot the ServiceNow system while contributing to impactful projects in a rapidly evolving city recognized for its innovation.

Company Culture and Environment

The City of Raleigh’s IT Department is committed to excellence and innovation in technology, promoting a supportive environment that values diversity and work-life balance. Team members are encouraged to engage in continuous improvement and collaborative efforts, fostering a culture of shared learning and growth.

Career Growth and Development Opportunities

This position offers the opportunity to develop your skills and work on cutting-edge projects that impact the lives of nearly 490,000 residents. Whether you’re just starting your career or looking to expand your experience in the ServiceNow space, the City of Raleigh provides an ideal environment for professional advancement and skill development.

Detailed Benefits and Perks

• Hybrid work model requiring on-site presence three days a week
• Competitive pay rate of up to $50/hour during the contract
• Potential full-time salary of $90,000 per year after the contract
• Opportunities for hands-on experience with ServiceNow technology
• Participation in impactful projects that enhance city services
• Supportive work environment with a focus on innovation and collaboration

Compensation and Benefits

• W-2 Rate (Contract) up to $50/hour
• Full-time salary of $90,000 per year post-contract
• No sponsorship for full-time roles; candidates must be eligible to work without sponsorship

Why you should apply for this position today

This is a unique opportunity to start your career in ServiceNow technology within a city known for its innovation. By joining the City of Raleigh’s IT Department, you will contribute to significant projects that directly affect the community, while also developing your skills in a supportive and collaborative environment.

Skills

• Basic understanding of ServiceNow or similar enterprise systems
• Willingness to learn and develop skills in ServiceNow configuration, development, and administration
• Strong communication skills to translate technical issues into user-friendly solutions
• Collaborative work style and eagerness to engage with both technical and business teams
• Problem-solving mindset with a customer-first approach
• Desire to grow your career in IT service management and platform administration

Responsibilities

• Assist in supporting the day-to-day operations of the ServiceNow platform, particularly in Customer Service Management (CSM)
• Collaborate with senior analysts, analysts, and stakeholders to gather business requirements, troubleshoot issues, and provide solutions
• Participate in configuring ServiceNow CSM modules, creating workflows, and improving the customer self-service experience
• Help with system upgrades, maintenance, and enhancements to ensure platform stability
• Contribute to troubleshooting and resolving incidents, ensuring timely customer support and issue resolution
• Work with cross-functional teams to understand how ServiceNow integrates with other city systems
• Follow IT best practices, including the Software Development Life Cycle (SDLC) and IT Infrastructure Library (ITIL) standards

Qualifications

• Bachelor’s degree in information technology or a related field, or equivalent experience in IT support, customer service management, or related roles

Education Requirements

• Bachelor’s degree in information technology or a related field

Education Requirements Credential Category

• Bachelor’s degree

Experience Requirements

• 1-2 years of hands-on experience with ServiceNow, particularly with Customer Service Management (CSM) or similar modules
• Familiarity with JavaScript, HTML, CSS, and SQL is a plus
• Relevant ServiceNow certifications (CIS, CAD) are a plus

Why work in Raleigh, NC

Raleigh, NC, is known for its rich cultural heritage, thriving tech scene, and high quality of life. The city offers a vibrant mix of history, innovation, and outdoor activities, making it an attractive place to live and work. Enjoy access to beautiful parks, diverse culinary options, and a strong sense of community, while being part of a growing hub for technology and creativity.