Service Now Administrator (Information Systems Technical Analyst VI-Generalist

Job Appointment: Full Time, Regular
Work Schedule: Monday - Friday, 8:00 AM - 5:00 PM. Alternate schedules may be available.
Work Location: This position has an exception to work primarily remotely. However, there will be instances when it is necessary to come onsite for work (with as much advance notice as possible). Remote work must be performed within Oregon or Washington. For more information, .
Union Representation: Professional Technical Employees, Local 17 (PROTEC
17). To view current labor agreements, .

Position Summary:

This Service Now Administrator position within the Bureau of Technology Services (BTS) is part of the Core Applications Services team. In this role, you will leverage your expertise, experience, and collaborative mindset to help BTS develop, enhance, and sustain the Service Now platform for all City users. Your work will play a key role in improving operational efficiency and accelerating digital transformation across the organization.

Service Now Support: Provide day-to-day support for the Service Now platform and its users. Troubleshoot and resolve incidents and service requests related to Service Now platform issues. Deliver excellent customer service and communicate effectively with technical and non-technical users. Assist with routine system maintenance, testing, upgrades, and platform monitoring. Support integrations with enterprise applications using Integration Hub and REST APIs. Provide initial tier 1 triaging support and know when/how to elevate to Service Now Development team.

Service Now Administration: Configure, administer, and maintain Service Now platform capabilities and modules including ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal or Employee Center, Collaborative Work Management (CWM) or Agile Development, and Integration Hub. Develop and maintain catalog items, forms, workflows, Flow Designer automations, and platform configurations. Assist with user administration, security roles, and configuration management.

Reporting and Platform Analytics: Develop and maintain reports, dashboards, and platform analytics. Monitor data quality, platform performance, and CMDB health. Analyze trends and provide recommendations to improve service delivery and operational efficiency

Collaboration and Continuous Improvement: Collaborate with users and Service Now Developers to implement and support Service Now solutions. Gather business requirements and translate them into Service Now solutions. Maintain technical documentation, knowledge articles, and standard operating procedures. Stay current with Service Now capabilities, best practices, and platform enhancements.

The Team: The Service Now group consists of two developers and one administrator [this position]. This is one of three groups in the new Core Application Services team, which is part of the larger Enterprise Application Services program within the Enterprise Technology and Data Services division of BTS. As the backbone of software development and administration, the Enterprise Application Services teams work in close collaboration with all City Service Areas.

We're not just developers; we're partners in progress, embedding our teams within bureaus to ensure tailor-made software solutions that are both efficient and effective. Our work ranges from automating internal processes to deploying internal applications that drive business transformation for everyone serving Portlanders. Our solutions are all crafted with the specific needs of each service area or bureau in mind while harmonizing our technology footprint across the entire city.

Minimum Qualifications:

Applicants must demonstrate how their education, training, and experience meet each of the minimum qualifications listed below.