Service Now Administrator Developer (Remote)

Serigor - Raleigh, NC

Full-time

Remote - Raleigh, NC

Professional, Scientific, and Technical Services

About the position

The ServiceNow Administrator Developer position is a remote role focused on supporting the state's IT Service Management (ITSM) system, ServiceNow. The role involves managing multiple work streams, enhancing the platform, and ensuring compliance with best practices and standards. The position requires collaboration with a team of ServiceNow professionals and reports to the ServiceNow platform owner.

Responsibilities

• Administer the ServiceNow platform across the IT Service Management application
• Perform necessary enhancements, upgrades, or maintenance on the platform
• Adhere to best practices and standards on the ServiceNow platform as defined by agency process and FedRAMP compliance
• Handle enhancement requests and develop on the ITSM application
• 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 to provide business solutions
• Establish user journeys and create user stories to support design and configuration of IT Service Management
• Support iterative configuration of the ITSM application and engage stakeholders for reviews
• Research and suggest enhancements to existing engagements
• Develop and implement fixes for bugs and issues in ServiceNow production for IT Service Management
• Perform system/workflow enhancements and script changes in ServiceNow
• Execute data mapping and bulk data imports/updates when necessary

Requirements

• 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

Nice-to-haves

• 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 customer service/case management processes
• Excellent verbal and written communication skills
• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results
• Ability to obtain a security clearance with FedRAMP administration standards