Sr. ServiceNow Administrator and Developer

Consultant Role for Service Now Administration and Development

The role is for a consultant as a key member of the team supporting Service Now Administration and Development for the Modernization Projects. The Consultant will support the Enterprise Administration team to develop and enhance the Service Now platform. This candidate needs to be hands-on with the ability to work independently and customize/enhance the Service Now solution.

Understands technical and functional design requirements for Service Now with the key ability to convert business requirements into technical solutions.

Perform day-to-day support and maintenance, develop solutions in Service Now and coordinate support and development efforts.

General support, administration, and maintenance of Service Now platform and associated applications; including platform upgrades.

Work closely with team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.

Working closely with team, configure and improve core and custom applications.

Work directly with end users to resolve support issues within Service Now.

Develop systems integrations and process automation.

Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.

Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in Service Now.

Configuring and managing Discovery and Orchestration.

Load, manipulate and maintain data between Service Now and other systems.

Integrate various enterprise platforms with Service Now.

Enhance Service Now reporting and dashboard capabilities.

Support troubleshooting of issues in non-Dev instances.

Provide day to day technical administration that may include working on platform upgrades/functional updates, analyze log files, configure file changes, update installation and configuration documents, perform validation/testing and perform technical issue/problem resolution.

Configure and enhance core application including, but not limited to, Service Catalog, Service Portal, Knowledge Base, Management, Project & Portfolio, and Reporting/Dashboards, Now Mobile, etc.

Support implemented and proposed solutions on the Service Now platform.

Load, manipulate, and maintain data between Service Now and other systems.

Participate in deployment of features and any Service Now releases.

Develop according to Service Now best practices with focus on system sustainability and performance.

Bachelor’s degree in Computer Science, Engineering or related field preferred.

5+ years of Service Now experience with diverse hands-on work experience administering in core platform support and development activities.

Familiar with Service Oriented architecture and web services integration (SOAP, WSDL, REST).

Experience with JavaScript, XML, HTML.

Familiar with OKTA, LDAP, MS Active Directory, ADFS.

Integration (interfacing) of enterprise software systems.

Experience creating Service Now update sets, promoting and testing through multiple instances and into production.

Ability to effectively prioritize and execute tasks in a fast paced, high velocity, environment; ability to stay focused on responsibilities, meet deadlines and manage competing priorities under pressure.

The submitted candidate(s) must be able to apply common knowledge, skills, and abilities in the following areas:

1. Communication:
Able to clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e.; project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.

2. Customer Service:
Works well with clients and customers (i.e.; business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.

3. Decision Making:
Makes sound, well-informed, and objective decisions.

4. Flexibility:
Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.

5. Interpersonal:
Shows friendliness, courtesy, understanding, and politeness to others.

6. Leadership:
Motivates, encourages, and challenges others. Is able to adapt leadership styles in a variety of situations.

7. Problem Solving:
Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.

8. Team Building:
Encourages, inspires, and guides others toward accomplishing the common goal.

Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.