Test Job

Job Number: 800230459
Job Type: Full Time(FTE)

Candidate Type – USA Work Authorization

Job Location – Remote

Job Description

We are seeking a ServiceNow Administrator/Developer responsible for supporting and developing the ServiceNow Customer Service Management (CSM) system. This position works as part of a team of ServiceNow professionals and provides support for the state’s use of the CSM system while adhering to best practices and working with a matrix reporting environment.

Roles and Responsibilities
Administer and maintain the ServiceNow platform for the Customer Service Management application.
Perform enhancements, upgrades, and maintenance tasks on the platform as needed.
Adhere to best practices and standards defined by agency processes and FedRAMP compliance.
Handle enhancement requests and develop on the CSM application within the platform.
Collaborate with developers on the next stage processes for the platform.
Gather business requirements, analyze, and translate them into technical documentation and development.
Monitor application performance and analyze code to ensure optimal functionality.
Stay up-to-date with advancements and changes on the ServiceNow platform and leverage them to provide business solutions.
Establish user journeys and create user stories to support the design and configuration of Customer Service Management.
Support the iterative configuration of the CSM application, conducting joint design sessions with stakeholders.
Research and suggest enhancements to existing engagements proactively.
Develop and implement fixes for bugs and issues in the ServiceNow production environment for Customer Service Management.
Perform system/workflow enhancements and script changes in ServiceNow to adapt to changing business practices.
Execute data mapping and bulk data imports/updates when necessary.
Bachelor’s degree in Computer Science, Information Systems, or a related field.
3-5 years of experience in CSM technology, specifically in supporting ServiceNow processes and administration.
Experience in designing and deploying web-based end-user self-service portals.
Knowledge of web technologies such as JavaScript, HTML, XML, and Web Services.
Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts.
Experience in integrating ServiceNow with other tools and services, including monitoring, alerting, and federated sources of CI data.
Preferred Qualifications:
Experience working in the governmental sector (local, state, or federal).
Successful implementation of the ServiceNow CSM application and processes leveraging the CSM framework.
Experience in continuous improvement initiatives for processes and services.
Strong knowledge and familiarity with CSM processes.
Excellent verbal and written communication skills, with the ability to communicate complex information effectively.
Ability to analyze and provide actionable insights and interpretations of data.
Ability to obtain a security clearance with FedRAMP administration standard
governmental sector: 1 year (Required)
implementing the ServiceNow CSM application: 3 years (Required)
FedRAMP administration standards: 3 years (Preferred)
Pay Range – DOE. Benefits are per company policy