IT ServiceNow CSM Specialist (NC774804)

IT ServiceNow CSM Specialist (NC774804)

Duties and Responsibilities:

• Administer the ServiceNow platform across the Customer Service Management application

• Perform any necessary enhancements, upgrades, or maintenance on the platform

• Adhere to the best practices and standards on the ServiceNow platform as defined by agency process and FedRamp compliance

• Handle all enhancement requests and develop on CSM application used on the platform

• Work with developers on the next stage processes for the platform

• Be able to gather business requirements, analyze, and translate into technical documentation and development

• Monitor application performance and analyze code

• Adhere to advancements and changes on the ServiceNow platform and lever them to provide business solutions

• Establishing user journeys and creating the user stories to support the design and configuration of Customer Service Management

• Supporting the iterative configuration of the CSM application, engage stakeholders to conduct reviews through joint design sessions

• Proactively researching and suggesting enhancements to existing engagements

• Develop and implement fixes for bugs and issues found in ServiceNowproduction for Customer Service Management

• Perform system/workflow enhancements and script changes in ServiceNow to enable changing/evolving business practices.

• Execute data mapping and bulk data imports/updates when necessary

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field

• 5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNow

• Experience designing and deploying web-based end user self-service portals

• Knowledge of and experience with web technologies, including JavaScript, HTML, XML and Web Services

• Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts

• Experience integrating ServiceNow with other tools; monitoring, alerting and federated sources of CI data


Preferred Qualifications:

• Experience working in the governmental sector (local, state, or federal)

• Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework

• Experience performing continuous improvement initiatives for processes and services

• Strong knowledge and familiarity with CSM processes

• Excellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audience

• Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive, and accurate interpretations

• Ability to obtain a security clearance with FedRamp administration standards

Knowledge, Skills, Abilities and Competencies:

• Decision Quality

• Problem Solving

• Directing Others

• Hiring and Staffing

• Drive for Results

• Organizational Agility

• Building Effective Teams

• Motivating Others