***This position is remote for the duration of the engagement.

ServiceNow Administrator/Developer position is housed in the NCDIT. This role provides support for the state’s use of its ITSM system (ServiceNow) and NCDIT’s use of best practices supporting users’ needs while working with a team of ServiceNow professionals. This position will work in a matrix reporting environment and be required to manage multiple work streams, possibly supporting several initiatives simultaneously. This role reports to the NCDIT ServiceNow platform owner.

Duties and Responsibilities:

• Administer the ServiceNow platform across the IT Service Management application
• Perform any necessary enhancements, upgrades, or maintenance on the platform
• Adhere to the best practices and standards on the ServiceNow platform as defined by agency process and FedRAMP compliance
• Handle all enhancement requests and develop on ITSM application used on the platform
• Work with developers on the next stage processes for the platform
• Be able to gather business requirements, analyze, and translate into technical documentation and development
• Monitor application performance and analyze code
• Adhere to advancements and changes on the ServiceNow platform and lever them to provide business solutions
• Establishing user journeys and creating the user stories to support the design and configuration of IT Service Management
• Supporting the iterative configuration of the ITSM application, engage stakeholders to conduct reviews through joint design sessions
• Proactively researching and suggesting enhancements to existing engagements
• Develop and implement fixes for bugs and issues found in ServiceNow production for IT Service Management
• Perform system/workflow enhancements and script changes in ServiceNow to enable changing/evolving business practices.
• Execute data mapping and bulk data imports/updates when necessary

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field
• 3-5 years of experience in ITSM technology, specifically supporting the processes and administration of ServiceNow
• Experience designing and deploying web-based end user self-service portals
• Knowledge of and experience with web technologies, including JavaScript, HTML, XML and Web Services
• Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts
• Experience integrating ServiceNow with other tools and services; monitoring, alerting and federated sources of CI data

Preferred Qualifications:

• Experience working in the governmental sector (local, state, or federal)
• Experience successfully implementing the ServiceNow ITSM application and processes leveraging the ITSM framework
• Experience performing continuous improvement initiatives for processes and services
• Strong knowledge and familiarity with ITSM processes
• Excellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audience
• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive, and accurate interpretations
• Ability to obtain a security clearance with FedRAMP administration standards

Knowledge, Skills, Abilities and Competencies:

• Decision Quality
• Problem Solving
• Directing Others
• Hiring and Staffing
• Drive for Results
• Organizational Agility
• Building Effective Teams
• Motivating Others

Skill Matrix

• Experience working in the governmental sector (local, state, or federal) Required 1 Years
• Experience successfully implementing the ServiceNow ITSM application and processes leveraging the ITSM framework Required 1 Years
• Experience performing continuous improvement initiatives for processes and services Required 5 Years
• Strong knowledge and familiarity with customer service/case management processes Required 5 Years
• Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience Required 5 Years
• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results Required 5 Years
• Produce unambiguous, comprehensive, and accurate interpretations of analysis Required 5 Years
• Ability to obtain a security clearance with FedRAMP administration standards Required 1 Years