ServiceNow Administrator / Developer (Contract)

Location: Phoenix, AZ (Hybrid)
Duration: 12-Month Contract (Extension Potential)

Position Overview

A large municipal government organization in the Southwest U.S. is seeking a ServiceNow Administrator / Developer to support and enhance its enterprise ServiceNow platform. This role is part of a centralized IT Service Management team responsible for delivering scalable technology services across numerous departments and agencies.

The selected candidate will contribute to a mature ServiceNow environment supporting thousands of users and play a key role in advancing ITSM and ITOM capabilities. This position offers the opportunity to make a meaningful impact in a public-sector setting by improving services that support a large and diverse community.

Key Responsibilities

• Administer, configure, and enhance the ServiceNow platform, with an emphasis on ITSM functionality
• Develop and maintain service catalog items, forms, and workflows
• Support CMDB expansion and ITOM-related integrations across multiple organizational units
• Perform day-to-day platform administration, including reporting, configuration, and maintenance
• Partner with stakeholders to gather requirements and deliver efficient technical solutions
• Execute backlog items independently, including rapid-turnaround enhancements based on business needs
• Contribute to ongoing analytics and reporting initiatives
• Promote best practices and enable self-service capabilities across departments

Scope of Work

The role will support a broad range of initiatives, including:

• Expansion and optimization of IT Service Management processes
• CMDB onboarding for multiple departments as part of a multi-phase ITOM rollout
• Implementation of analytics and reporting capabilities
• General platform administration and governance activities
• Emerging technologies such as virtual agents and employee self-service portals (as applicable)

Team Environment

• Collaborate with an established ServiceNow team that includes developers and architect-level resources
• Work within a structured governance model utilizing agile and Kanban-based workflows
• Support a large enterprise user base, including hundreds of fulfillment users and thousands of end users across the organization

Required Qualifications

• Demonstrated experience with ServiceNow ITSM administration and development
• Hands-on experience with:
  • Service catalog configuration
  • Form and workflow development
  • Platform administration and configuration
• Ability to manage workload independently and deliver solutions with minimal oversight
• Strong communication skills and ability to work with technical and non-technical stakeholders

Preferred Qualifications

• Experience with ITOM and CMDB implementation or support
• Familiarity with integrations and enterprise system connectivity
• Exposure to ServiceNow Virtual Agent, AI capabilities, or Employee Center
• Experience working in large, complex, or multi-department environments (public sector experience a plus)

Work Environment & Logistics

• Work Model: Primarily remote with periodic on-site collaboration (approximately a few times per month)
• Location Preference: Local candidates strongly preferred
• Time Zone: Mountain or Pacific time zone alignment preferred
• Start Date: Targeted for mid-summer, dependent on candidate availability and onboarding

Contract Details

• Initial 12-month engagement with strong potential for extension
• Opportunity to gain exposure to long-term career pathways within a large public-sector organization (subject to formal hiring processes)

Why This Opportunity

• Engage in mission-driven work that supports a major metropolitan community
• Contribute to a large-scale, enterprise ServiceNow platform undergoing active expansion
• Collaborate with experienced technical leadership in a stable, structured environment
• Gain exposure to complex ITSM and ITOM initiatives at scale