Description

Key Responsibilities

Development & Backlog Execution: Rapidly absorb existing requirements to develop, configure, test, and deploy solutions for backlog items. Fully utilize the platforms, workflow and Flow Designer capabilities for process automation.

Service Portal & Catalog Management: Create and enhance complex Service Catalog items. Update and support the Service Portal/Employee Center to improve user experience and self-service adoption.

Knowledge Management: Maintenance of the Knowledge Base (KB) structure, ensuring optimal categorization, governance, and usability.

Implementation & Integration: Perform full lifecycle, implementation tasks, including configuration, system integration, testing, requirements gathering, and solution design. Support and design robust integration between ServiceNow and third-party business systems.

Reporting & Dashboards: Create, configure, and maintain service now reports, and dashboards to provide actionable insights to key stakeholders.

Documentation: Author clear, concise technical, and processed documentation (processes, procedures, and day-to-day tasks) utilizing the ServiceNow Knowledge Base module.

Required Skills & Qualifications

Implementation Experience: Must have direct, hands-on experience, implementing or being an active part of a core ServiceNow Implementation team (e.g., Full platform, rollouts, major, module deployment, or system migrations)

Experience: Minimum of 3-5+ years of hands-on experience as a ServiceNow Developer/Administrator 

Core Module Expertise: Strong, technical knowledge, and implementation experience with:

• ITSM (Incident, problem, change, knowledge, and catalog/request management)

• CSM (Customer Service Management) 

Secondary Module Exposure: Working knowledge and experience with HRSD (Human resources, service delivery) and CMDB.

Technical Proficiency: Deep understanding of ServiceNow Best Practices, workflow, customization, Client Scripts, Business Rules, UI, Policies, and integration protocols (REST/SOAP)

Process & Change Management: Solid understanding of ITIL frameworks, change management, and continuous process improvement activities.

Soft Skills and Professional Attributes

Autonomy: Proven ability to work independently, manage time, effectively, and drive assignments/projects through to successful completion.

Communication: Excellent written and verbal communication skills, with a talent for drafting clear business correspondence, and technical documentation.

Diplomacy & problem-solving: Exceptional Customer service skills with the ability to respond to automatically to sensitive, critical, or high-pressure issues.

Collaboration: A team-oriented mindset with the ability to maintain a high level of teamwork across various IT and business groups.

Adaptability: highly organized, flexible and capable of prioritizing tasks in a fast-paced environment

Preferred qualifications (Plus) 

Industry Experience: Prior working experience within Higher Education, institution/systems of Government entities (Federal, state or local) are highly desirable.

ServiceNow-Related Certifications such as Certified System Administrator (CSA), ServiceNow, Certified Application Developer (CAD), ServiceNow Certified Implementation Specialist (CISM) in ITSM or CSM. 

Required/Desired Skills

Key Skills

Education

Bachelor's degree