NCDIT - Technical Specialist- Mid Level

***This position is remote for the duration of the engagement.

ServiceNow Administrator/Developer position is housed in the NCDIT. This role provides support for the state's use of its ITSM system (ServiceNow) and NCDIT's use of best practices supporting users' needs while working with a team of ServiceNow professionals. This position will work in a matrix reporting environment and be required to manage multiple work streams, possibly supporting several initiatives simultaneously. This role reports to the NCDIT ServiceNow platform owner.

Duties and Responsibilities:
Administer the ServiceNow platform across the IT 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 ITSM 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 IT Service Management
Supporting the iterative configuration of the ITSM 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 ServiceNow production for IT 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
3-5 years of experience in ITSM 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 and services; 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 ITSM application and processes leveraging the ITSM framework
Experience performing continuous improvement initiatives for processes and services
Strong knowledge and familiarity with ITSM 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