Lead ServiceNow Admin - PA

hybrid role - requiring on-site presence two days per week, or as needed

Service Now Developer is responsible for collaborating with commonwealth personnel with the ITSM bureau, across the Office of Administration bureaus, System Specialists, SMEs, and Suppliers. The Product Specialist will work closely with Process Owner, Business Analysts, Service Now Administrators, and other Service Now Developers within ETSO. Certification by Service Now as a Service Now Certified Developer is preferred but not a mandatory requirement.

Position Duties and Tasks: (As below but not limited)

• Design, develop, and implement Service Now applications and integrations.

• Customize core ITSM applications such as Incident, Problem, Change, Request, and CMDB.

• Develop and maintain custom applications/modules using Service Now Studio.

• Create workflows, business rules, client scripts, UI policies/actions, and automated tasks.

• Integrate Service Now with third-party tools via REST/SOAP APIs and MID Server.

• Collaborate with Business Analysts and stakeholders to gather and clarify requirements.

• Develop reports, dashboards, and performance analytics widgets.

• Perform code reviews, unit testing, and maintain code quality and security.

• Maintain documentation on configurations, customizations, and system architecture.

• Documents all work for future reference.

• Able to work in a team environment.

• Able to communicate effectively orally and in writing.

• Participate in Agile/Scrum development cycles and sprints.

Required Skills:

• Bachelor’s degree in computer science, Information Systems, or related field.

• 5+ years of hands-on Service Now development experience.

• Experience with ITSM and at least one additional module (e.g., ITOM, HRSD, SPM, Source2

Pay).

• Familiarity with Agile/Scrum methodologies.

• Service Now Certified System Administrator (CSA) is required.

Desired

Skills:

• Experience with Automated Test Framework (ATF).

• Exposure to Service Now App Engine and Flow Designer.

• Understanding of CMDB and Discovery.

• Knowledge of Employee Service Portal and custom widget development