ServiceNow Administrator / Developer – Senior Technical Specialist
Listed on 2026-08-05
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IT/Tech
IT Support, IT Business Analyst, Systems Administrator, IT Consultant
Service Now Administrator / Developer – Senior Technical Specialist
Location:
3700 Wake Forest Rd, Raleigh, NC
Work Arrangement:
Hybrid
Engagement Type:
Contract
Start Date:
08/18/2025
End Date: 06/30/2026
The Senior Technical Specialist – Service Now Administrator / Developer will support the North Carolina Department of Information Technology (NCDIT) in maintaining and enhancing its Customer Service Management (CSM) system using Service Now. This is a hands-on technical role within a collaborative development team focused on delivering secure, scalable, and user-centric service solutions for internal and external stakeholders. This is a high-demand position in a matrixed environment, requiring the ability to manage multiple work streams while ensuring platform stability, process compliance (including Fed Ramp), and business alignment.
Responsibilities:- Administer the Service Now platform with a focus on Customer Service Management (CSM) modules.
- Develop enhancements, upgrades, and fixes to improve platform performance and compliance.
- Work with development teams on workflows and solutions aligned with user stories and business requirements.
- Create and maintain technical documentation for application configurations and customizations.
- Participate in design sessions and stakeholder engagement to define and refine user journeys.
- Perform system and workflow enhancements, script changes, and system integrations as needed.
- Support continuous improvement efforts, analyzing system data and user feedback.
- Execute data imports, mappings, and migrations within the Service Now platform.
- Adhere to Fed Ramp compliance and agency platform standards.
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- 5+ years of experience supporting and administering Service Now CSM.
- Strong expertise in Service Now forms, fields, scripts, workflows, and portal configuration.
- Experience integrating Service Now with monitoring and data federation tools.
- Proficiency in JavaScript, HTML, XML, and Web Services.
- Experience designing and deploying web-based end-user self-service portals.
- Experience working in government (local, state, or federal).
- Proven track record of implementing Service Now CSM using its framework and best practices.
- Strong grasp of continuous improvement processes and user-centric design.
- Familiarity with HR processes in a Service Now environment.
- Ability to obtain a security clearance under Fed Ramp standards.
- Excellent written and verbal communication skills with ability to present technical data to non-technical audiences.
- Strong problem-solving, decision-making, and analysis interpretation skills.
Competencies:
- Decision Quality
- Problem Solving
- Directing Others
- Drive for Results
- Organizational Agility
- Building Effective Teams
- Motivating Others
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