ServiceNow Implementation Specialist

Responsibilities

• Lead the functional implementation of Service Now ITSM modules.
• Collaborate with City stakeholders to gather requirements and translate them into Service Now configurations.
• Perform system configuration and setup based on City SMEs’ input.
• Guide business process reengineering and ensure alignment with ITIL best practices.
• Assist in training plan design, UAT support, and change management activities.
• Ensure compliance with mandatory City requirements (reporting, documentation, accessibility).
• Provide post-go-live support and knowledge transfer to City staff.

• Bachelor’s degree in Information Technology, Business, or related field.
• 5–7 years’ experience in Service Now implementations, with expertise in ITSM processes.
• Strong understanding of Service Now capabilities and ITIL framework.
• Experience in the public sector or large enterprise deployments.
• Excellent communication skills with both technical and non-technical stakeholders.

• Service Now Certified System Administrator (CSA).
• Service Now Certified Implementation Specialist (CIS) – IT Service Management.
• Optional:
  Service Now CIS certifications in related areas (CMDB, Discovery, Asset, etc.).

• Associate

• Contract

• Information Technology

• IT Services and IT Consulting