ServiceNow Administrator/Developer, Raleigh, NC, US

ServiceNow Administrator/Developer, Raleigh, NC, US Technical Specialist - Senior - High

ServiceNow Administrator/Developer position is housed in the NCDIT. This role provides support for the state’s use of its CSM system (ServiceNow) and NDIT’s use of best practices supporting users’ needs while working with a team of ServiceNow developers. 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 ServiceNow platform owner.

Duties and Responsibilities

Administer the ServiceNow platform across the Customer 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 CSM 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 Customer Service Management

Supporting the iterative configuration of the CSM 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 Customer 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

5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNow

Experience designing and deploying web-based end user self-service portals

Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts

Experience integrating ServiceNow with other tools; 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 CSM application and processes leveraging the CSM framework

Experience performing continuous improvement initiatives for processes and services

Strong knowledge and familiarity with CSM 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 ResultsOrganizational 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 CSM application and processes leveraging the CSM framework Required 3 Years

Experience performing continuous improvement initiatives for processes and services Required 3 Years

Strong knowledge and familiarity with HR processes Required 3 Years

Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience Required 3 Years

Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results Required 3 Years

Produce unambiguous, comprehensive, and accurate interpretations of analysis Required 3 Years

Ability to obtain a security clearance with FedRamp administration standards Required 3 Years

Benefits at IntelliBee

Long-Term Stability:

Join us on a multi-year opportunities with room to grow.

Comprehensive Health Coverage:

Access quality healthcare benefits to keep you and your family well.

Future Planning:

Enroll in our 401(k) program and invest in your financial security.

GC Assistance:

We support immediate Green Card processing, if required.

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