ServiceNow Administrator/Developer position provides support for, and development of, the ServiceNow IT Service Management (ITSM) system provided by the NC Department of Information Technology (NCDIT) as part of a team of ServiceNow professionals.

***This position is remote for the duration of the engagement.
The max rate for this role is -/hour.

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

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Experience working in the governmental sector (local, state, or federal)	Required	1	Years
Experience successfully implementing the ServiceNow ITSM application and processes leveraging the ITSM framework	Required	1	Years
Experience performing continuous improvement initiatives for processes and services	Required	5	Years
Strong knowledge and familiarity with customer service/case management processes	Required	5	Years
Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience	Required	5	Years
Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results	Required	5	Years
Produce unambiguous, comprehensive, and accurate interpretations of analysis	Required	5	Years
Ability to obtain a security clearance with FedRAMP administration standards	Required	1	Years

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	This is a remote position. Do you accept this requirement?
Question3	Please list candidate’s email address.
Question4	Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question5	Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
Question6	Vendor must notify the agency if any portion of the requirements listed in this task order are to be outsourced to other countries. Do you accept this requirement?
Question7	Candidates submitted above the rate of - will not be considered. Do you accept this requirement?
Question8	Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?
Question9	Please confirm you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate’s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440. Do you confirm?