ServiceNow Administrator / Developer

at  North Carolina State University

MINIMUM EDUCATION AND EXPERIENCE

• Mid-career with Masters and 1-2 yrs experience OR
• BA/BS degree in any of the following: Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or equivalent years of experience and 2+ years systems administration experience.

OTHER REQUIRED QUALIFICATIONS

Technical Skills:

• Experience with the following software languages: JavaScript, Powershell, HTML, JSON, CSS, AJAX
• Hands-on experience with ServiceNow administration, configuration, maintenance, support and upgrades

PREFERRED QUALIFICATIONS

• 5+ years ServiceNow implementation/development/administration experience
• 8+ years related IT or business analytics experience
• Certified ServiceNow Implementation Specialist in one of the following domains: Service Mapping, Service Management, Customer Service Management, or a Certified Application Developer with focus on ITSM or ITOM
• ITSM V3 or V4 certifications and process experience
• Specialized micro-certifications in Digital Portfolio Management, Application Portfolio Management, Request Management, Catalog Builder, Workspaces, Reporting and Analytics, Playbooks and Process Automation Designer or other related areas
• Knowledge of and experience with web technologies, including JavaScript, HTML, XML and Web Services
• Knowledge of and experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts
• Experience with workflow editor and flow designer
• Experience with database design schemas, data modeling, data structures and algorithms
• Familiarity with loading, transforming and importing data in ServiceNow
• Experience enabling data integrations between various existing systems
• Hands-on experience in any of the top cloud platforms
• Familiarity with software development testing processes and tools, automated test frameworks
• DevOps, Lean, Agile or Scrum training, certifications and experience
• Ability to provide recommendations on system access control

ESSENTIAL JOB DUTIES

As an NC State IT professional, your voice is important in driving the direction and success of the ServiceNow platform. You will have the best of all worlds, from input on strategy, roadmaps, technical engineering and operational best practices, to day-to-day support and administration. We foster a collaborative environment and champion your personal and professional growth to ‘Think and Do.’

Strategy

• Participate in roadmap development and consult on platform capabilities
• Support requirements, scoping and design workshops
• Proactively research new capabilities and features and make recommendations to process owners and key stakeholders
• Provide technical coaching and support to other IT professionals across campus

Development

• Translate functional requirements to technical specifications, ensuring requirements are well documented
• Develop workflows to automate business processes including service catalog items, record producers and order guides
• Assess, build and support approved integrations
• Acts as customer administrator in Now Support to evaluate and activate plugins
• Actively support the agile process and lead code reviews to validate application functionality built by other developer(s)
• Support the system administration functions prior to promoting configurations between environments
• Create test plans and coordinate test activities, including unit testing, system testing, and user acceptance testing
• Build dashboards and reports for internal operations and guide process owners and users to build meaningful reports and metrics

Systems Admin

• Perform day-to-day platform administration, monitor performance, identify and remediate errors to assure stability and usability across all environments
• Administer releases for upgrades and patching
• Manage instance security, user/group access, administration, access control and perform security audits
• Resolve platform related incidents & fulfill service requests
• Manage incident escalation or cases directly with ServiceNow support