ServiceNow Admin​/Developer - CSA, CAD

Contractor’s Resource

The Contractor’s Resource shall be available to perform services Monday – Friday, during the agreed upon scheduled hours each week. Resource shall be required to be onsite for key implementation activities when requested by the Contract Manager or delegate.

• Configuring, integrating and implementing Service Now activities including the following modules and functionality:
• Case Management
• Major Case Management
• Change Management
• Problem Management
• Incident Management
• Service Request Management
• Knowledge Management
• Workspace Management
• Reporting
• Dashboards
• Self-Service Portal (Customer)
• Technician Portal (Employee)
• Service Level Management
• Workflow/Flow and Rules Management
• Configuration Management
• Customer Satisfaction Surveys
• Virtual Agent
• Live Chat
• Performance Analytical
• Agile Development
• Develop Service Now workflows and flows.
• Implement and configure the Service Level Management platform from Service Now.
• Configure dashboards, automated workflows, flows, self-service portal, live chat, and virtual agent.
• Perform Service Now CSM upgrades, including module configuration, integration testing, and customizations.
• Participate in defect management and triage functions, working cross-functionally to resolve issues.
• Maintain detailed documentation of application design and code generation techniques.
• Participate in testing’s (new features, re-testing, regression, smoke, release testing)
• Develop and deliver training and knowledge transfer related to Service Now.

• Minimum Experience:
• Minimum of three (3) years’ experience configuring, designing, and developing in the Service Now Platform.
• Experience with data extractions and conversions.
• Knowledge of State and Federal laws applicable to the implementation of an information technology solution.
• Development experience in JavaScript, HTML, XML, Json, and SQL.
• Experience integrating with Microsoft.
• Experience integrating with a third-party system.
• Knowledge in using Discovery to populate the CMDB, implementing Service Mapping for business service visualization
• Knowledge of CSM
• Strong verbal and written communication skills and experience communicating with multiple levels of Department staff, from leadership (e.g., Project Director) to technical and functional staff, as well as with external stakeholders.
• Service Now
  
  Certifications:
• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Knowledge of industry and State information technology requirements.
• Experience with Project Management
• Knowledge of State procurement and contract monitoring requirements

• Minimum of five (5) years’ experience configuring, designing, and developing in the Service Now Platform
• Service Now
  
  Certifications:
• Certified Implementation Specialist – IT Service Management (CIS- ITSM)
• Certified Implementation Specialist – Customer Service Management (CIS-CSM)
• Experience with data extractions and conversions
• Experience Performance Tunning
• Experience with Data Security
• Experience configuring custom email templates
• Experience implementing security policies using ACLs (Access Control Lists), roles, groups, and authentication mechanism

Required Skills:

servicenow

Basic

Qualification:

Additional

Skills:

This is a high PRIORITY requisition.