Information Technology

Employment TYPE



Raleigh, North Carolina


May 28, 2021


Information Technology





Job# J1374

Technical Specialist - Senior - High (653377)

About The Opportunity

ServiceNow Administrator/Developer position 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.

Job Description

  • 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
  • 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; monitoring, alerting and federated sources of CI data

Required Skills

    Knowledge, Skills, Abilities and Competencies:
  • Decision Quality
  • Problem Solving
  • Directing Others
  • Hiring and Staffing
  • Drive for Results
  • Organizational Agility
  • Building Effective Teams
  • Motivating Others

Desired Skills

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
  • Duration

    12 Months

    Please Contact me to discuss the hiring process!

    Vomsi Kumar

    Sr. Executive Recruiter
    Contact: (310) 929-8421 Ext: 103

    Hi! My name is Vomsi Kumar. Helping consultants with getting their desired job is what makes me feel alive. I build a unique relationship with each of my consultants and work on their profile as per their needs. I believe that my consultants are my assets and this motivates me to serve them in an even better manner. Hence, I work towards the success of every consultant I work with.