Description

The ServiceNow Administrator/Developer position provides essential support for the state’s use of its Customer Service Management (CSM) system (ServiceNow) and best practices to meet users’ needs. You will collaborate with a dedicated team of ServiceNow developers within the NCDIT. This role requires managing multiple work streams and supporting several initiatives simultaneously, reporting directly to the ServiceNow platform owner.

Company Culture and Environment

The work environment emphasizes collaboration and adherence to best practices in a matrix reporting structure. Teamwork and user-focused development are key components of the company culture.

Career Growth and Development Opportunities

This position allows for professional growth through engagement in diverse projects and the opportunity to influence significant enhancements within the ServiceNow platform, fostering continuous improvement initiatives.

Detailed Benefits and Perks

While specific benefits are not mentioned, the role implies opportunities for skill development in a supportive environment, particularly in the realm of government services and technology.

Compensation and Benefits

• W-2 Rate - up to $60/hour

Why you should apply for this position today

This role provides a unique opportunity to impact the efficiency of government services through technology. By joining this team, you will be at the forefront of enhancing user experiences and improving operational processes in a vital public service sector.

Skills

• Proficiency in CSM technology with a focus on ServiceNow administration
• Knowledge of web technologies, including JavaScript, HTML, XML, and Web Services
• Experience with ServiceNow forms, fields, views, lists, and scripts
• Strong analytical skills for translating business requirements into technical solutions
• Ability to communicate effectively and maintain stakeholder engagement

Responsibilities

• Administer the ServiceNow platform across the Customer Service Management application
• Perform necessary enhancements, upgrades, and maintenance on the platform
• Adhere to best practices and standards defined by agency processes and FedRamp compliance
• Manage enhancement requests and develop on the CSM application
• Gather business requirements and translate them into technical documentation
• Monitor application performance and analyze code
• Establish user journeys and create user stories for design and configuration
• Conduct reviews through joint design sessions with stakeholders
• Suggest enhancements to existing engagements proactively
• Develop and implement fixes for bugs and issues in ServiceNow production
• Execute data mapping and bulk data imports/updates as needed

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field
• 5 years of experience in CSM technology, specifically in ServiceNow
• Experience designing and deploying web-based self-service portals
• Familiarity with integrating ServiceNow with other tools
• Excellent verbal and written communication skills

Education Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field

Education Requirements Credential Category

• Bachelor’s Degree

Experience Requirements

• 5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNow
• Experience successfully implementing the ServiceNow CSM application and processes
• Experience performing continuous improvement initiatives for processes and services

Why work in Raleigh, NC

Raleigh offers a dynamic blend of technological innovation, a rich cultural scene, and a highly educated workforce, making it an attractive place for professionals. The city provides ample opportunities for networking and career advancement, alongside a high quality of life with numerous parks, dining options, and a vibrant community.