IT Application Analyst

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The City of Raleigh Information Technology Department is seeking an Application Analyst to support and enhance our ServiceNow platform — a key enterprise tool that helps every City department deliver excellent service to nearly half a million residents.

In this role, you will design, build, configure, and support digital workflows that make work simpler, faster, and smarter. You will help maintain and optimize ServiceNow applications, support integrations, develop reports, troubleshoot issues, and partner with teams across the City to streamline operations.

This is an opportunity to directly impact how employees deliver services, improve efficiency, and contribute to Raleigh’s digital future.

About You:
You are a curious problem-solver who enjoys transforming ideas into working solutions. You thrive in collaborative environments, communicate clearly with both technical and non-technical teams, and care about creating intuitive, user-friendly workflows.

You bring experience—or strong interest—in ServiceNow or similar enterprise workflow platforms. You’re comfortable learning new tools, exploring business processes, and building configurations that make employees’ lives easier and City operations more efficient.

About Us:
The Information Technology Department is at the forefront of the City’s innovation efforts. Recognized for groundbreaking initiatives that enhance civic engagement, the department proudly hold awards that showcase our commitment to serving our community with the most recent including:

• 2025 Bloomberg Philanthropies What Works Cities certification - Silver Level.
• 2024 Recipient of Smart 20 Award, Smart Cities  
• 2024 Smart Cities of North America Award, IDC Government Insights 
• 2024 Climate Action: Land Use and Equity Award, Raleigh Environmental Awards 
• 2024 Civic Interaction & Public Trust Award, Tyler Technologies, Inc. 
• 2024 Enterprise GIS Award, ESRI
• 2024 City Information Technology Enterprise Infrastructure & Operations division awarded the Best of North Carolina Technology Award, North Carolina Digital Government 

Why Build Your Career with Us?

• We modernize the systems that keep the City running—from financials to public safety.
• We focus on innovation, data-driven decision-making, and building a connected digital future.
• We value collaboration, continuous learning, and work that improves the lives of residents.
• We partner with outside technology organizations to work on innovate projects to improve City services.
• We take pride in meaningful, impactful public service.

The IT team collaborates with academic institutions and other local governments to spearhead progressive projects that not only improve the quality of life in Raleigh but also pave the way towards a vibrant digital future. IT is dedicated to ensuring smooth operations for City services and safeguarding critical data. Bring your skills. Build your career. Help power a smarter Raleigh.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Configure and customize ServiceNow applications, workflows, forms, and automations
• Build digital solutions that improve how City employees serve the community
• Support integrations, testing, upgrades, and system enhancements
• Develop and maintain reports, dashboards, and performance analytics
• Troubleshoot issues, manage requests, and provide high-quality user support
• Partner with teams across the City to streamline processes and modernize operations
• Maintain data quality, system integrity, and user access within the ServiceNow platform
• Participate in evaluating, implementing, and deploying new ServiceNow modules and features

Required Education and Experience:

Associate's Degree in Information Technology, Computer Science, or related field; 3 to 5 years' experience in application configuration, database administration, software solutions, user support, or a related field

OR

Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Preferred Qualifications:

• Software Development Life Cycle (SDLC) certification
• Release Management
• Application specific certifications
• Information Technology Infrastructure Library (ITIL) certification
• ServiceNow Certified System Administrator (CSA)
• ITIL Foundations

Knowledge, Skills and Abilities:

• Enterprise workflow platforms such as ServiceNow, including digital workflow design, automation, and platform administration
• SQL, reporting concepts, and analytics tools (e.g., Performance Analytics, Power BI)
• Scripting fundamentals, system management principles, and ITIL-based support workflows
• Configuring and customizing applications, workflows, forms, automations, and catalog items
• Translating business needs into clear, actionable technical requirements and workflow designs
• Troubleshooting and resolving technical issues using critical and analytical thinking
• Communicating technical information in clear, user-friendly language
• Prepare system documentation, reports, dashboards, and workflow diagrams
• Prioritize and manage multiple tasks in a dynamic environment
• Collaborate effectively with teams across the City to streamline processes and enhance user experience
• Maintain data integrity, user access, and accurate system records

ADA and Other Requirements:

Work Environment and Physical Effort:
Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.

Work Environment:
Work is typically performed in an office or similar indoor environment.

Work Exposures:
Work in this position does not require frequent environmental exposures.

City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.

Salary : $73,100 - $113,300