ServiceNow Administrator/Developer position provides support for the state’s use of its CSM system (ServiceNow) and NDIT’s use of best practices supporting users’ needs while working with a team of ServiceNow developers.
***The candidate will be allowed to work remotely for the duration of this engagement.
***The manager can ship the equipment to the candidate.
***The max rate for this position is -/hour.
ServiceNow Administrator/Developer position is housed in the NCDIT. This role provides support for the state’s use of its CSM system (ServiceNow) and NDIT’s use of best practices supporting users’ needs while working with a team of ServiceNow developers. 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 ServiceNow platform owner.
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 ServiceNow production 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
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 CSM application and processes leveraging the CSM framework | Required | 3 | Years |
| Experience performing continuous improvement initiatives for processes and services | Required | 3 | Years |
| Strong knowledge and familiarity with HR processes | Required | 3 | Years |
| Excellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience | Required | 3 | Years |
| Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results | Required | 3 | Years |
| Produce unambiguous, comprehensive, and accurate interpretations of analysis | Required | 3 | Years |
| Ability to obtain a security clearance with FedRamp administration standards | Required | 3 | 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 | Please list candidate’s email address.
|
| Question3 | 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. |
| Question4 | Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement? |
| Question5 | 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? |
| Question6 | Candidates submitted above the rate of - will not be considered. Do you accept this requirement?
|
| Question7 | 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? |
| Question8 | 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? |