ServiceNow Subject Matter Experts (3 Roles)

We are seeking a highly specialized ServiceNow Consultant to support a major County initiative in Los Angeles. This project involves a comprehensive implementation of ServiceNow modules to streamline election operations, asset tracking, and field services.

• Contract Duration: 12 Months (with extension options)
• Location: Hybrid / Mostly Remote (Must be willing to travel to Los Angeles, CA, every few months for key milestones).
• Mandatory Compliance: All certifications must be active and will be verified via the ServiceNow Certification Portal by the County.

Submission Requirements

To be considered, please provide:

• Resume
• Hourly Rate Requirement
• Two Professional References (Include: Name, Title, Company, Email, and Phone Number)

Role

• Role 1: CSM Implementation Lead
• Certification: Current ServiceNow Suite Certification – CSM Professional.
• Experience: Minimum of five (5) prior full-cycle implementations of the ServiceNow Customer Service Management (CSM) module.
• Role 2: Field Service Management (FSM) Expert
• Certification: Current ServiceNow Certified Implementation Specialist – Field Service Management (CIS-FSM).
• Experience: Minimum of five (5) prior full-cycle implementations of the Field Service Management module.
• Role 3: Workflow Data Fabric Specialist
• Certification: Current ServiceNow Suite Certification – Workflow Data Fabric.
• Experience: Minimum of three (3) prior implementations involving Workflow Data Fabric.

Project Scope & Responsibilities

The selected consultants will drive the project through the following phases:

1. Initiate:

• Establish project governance, kickoff, and communication protocols
• Confirm resource assignments and readiness
• Define Requirements Finalization Dates for each in-scope module

2. Plan:

• Conduct requirements workshops to validate functional and technical needs
• Document user stories with acceptance criteria in the Agile Development application
• Develop solution design and architecture, including security roles and permissions
• Define integration architecture for existing County systems
• Establish sprint and release plans

3. Execute:

Configuration of the Out-of-the-Box (OOTB) Contractor Solution, including but not limited to:

• County and user profile setup, including security roles and permissions
• Creation of a streamlined electronic Chain-of-Custody process for electronic devices, tagged equipment, and ballot boxes
• Vote Center asset assignment
• Issue tracking and management module, including an election-specific ticketing system for IT and Election Operations
• Integration of internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Implementation of a self-service portal
• Automated onboarding and offboarding processes for contractors or temporary workers not present in Active Directory
• Integration of processes with existing asset management and ticketing systems used by the County

Custom Application Development for Unique County Workflows, such as:

• Mobile Chain-of-Custody
• Survey management
• Fleet management
• Field services management
• Dropbox management
• Accessibility adaptability (ADA/WCAG 2.1 compliance)

4. Deliver:

• Creation of Dashboards and Reports
• Election operations dashboards
• SLA/KPI compliance reports
• Asset tracking and chain-of-custody reporting
• System Module Testing Prior to Implementation
• Unit testing of configured modules
• Integration testing across systems
• User Acceptance Testing (UAT) with County stakeholders

5. Close:

• Training of Administrators and Selected End Users o Knowledge transfer to County System Administrators
• End-user training sessions for election staff and IT operations
• Post-implementation support for two weeks
• Final project closeout report