Subject Matter Expert

Job Title: Subject Matter Expert 

Location: Rockville, MD

CyberData Technologies seeks a Subject Matter Expert to support and optimize the ServiceNow platform, ensuring seamless IT service delivery and efficient system integration. This role requires a blend of ServiceNow expertise, DevOps principles, and IT systems management experience.

Responsibilities:

• Administer and maintain the ServiceNow SaaS platform, ensuring stability and optimal performance.

• Identify areas for improvement and implement optimization strategies within the platform.

• Configure and deploy new ServiceNow modules and features based on organizational needs.

• Manage the ServiceNow change request process, ensuring adherence to organizational protocols.

• Integrate ServiceNow with other IT systems and applications to streamline workflows and data exchange.

• Develop automation scripts and workflows to enhance system functionality and user efficiency.

• Perform functional allocation to identify interrelationships and resource requirements for tasks.

• Perform regular system updates and apply security patches to maintain compliance with NIH and HHS guidelines.

• Conduct security assessments and implement measures to address vulnerabilities.

• Provide ongoing technical support and troubleshooting for ServiceNow users and administrators.

• Develop and deliver training sessions tailored to end-users and administrators, enhancing platform proficiency.

• Analyze user needs to determine functional requirements and define plans for moderately complex to complex systems.

• Identify and recommend areas for process improvement within the ServiceNow ecosystem.

• Generate reports and dashboards to provide insights into ServiceNow usage and system performance.

Qualifications:

Experience:

• Minimum of five (5) years of experience in ServiceNow administration, DevOps, or related fields.

• Proven expertise in configuring and optimizing ServiceNow platforms.

Technical Expertise:

• Proficiency in ServiceNow modules, including ITSM, CMDB, Incident Management, and Change Management.

• Strong understanding of ITIL processes and ServiceNow integration capabilities.

• Hands-on experience with scripting languages (e.g., JavaScript) and automation tools.

Certifications (Preferred):

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Implementation Specialist (CIS)

• ITIL Foundation Certification

Skills:

• Exceptional problem-solving and analytical abilities.

• Strong oral and written communication skills.

• Ability to collaborate with cross-functional teams and manage multiple priorities.