Technical Specialist Govt sector

Profile

Technical Specialist-Mid level

NCDIT-711031

ServiceNow Administrator/Developer position provides support for, and development of, the ServiceNow IT Service Management (ITSM) system provided by the NC Department of Information Technology (NCDIT) as part of a team of ServiceNow professionals.

***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

REQUIRED/DESIRED SKILLS

Required / Desired

Experience working in the governmental

sector (local, state, or federal)

Required

1 year

Experience successfully implementing the

ServiceNow ITSM application and processes

leveraging the ITSM framework

Required

1 year

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 year

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