Senior Servicenow Developer Cmdb Implementation Specialist

Senior ServiceNow Developer / CMDB / Implementation Specialist -

Tallahassee, Florida (onsite) Local only

SUMMARY

The Department needs staff augmentation services specializing in the configuration, design, and development of the ServiceNow platform, tailored to meet the Department's specific requirements. The Project's Operations Manager will provide day-to-day direction for the resource with input from the Project's ServiceNow Admin and Solution Center Manager. The project is a multi-year effort.

MANDATORY QUALIFICATIONS

• Minimum of three (3) years' experience configuring, designing, and developing in the ServiceNow Platform.
• Minimum of four (4) years of IT work experience in systems administration and programming.
• Experience with data extractions and conversions.
• Knowledge of State and Federal laws applicable to the implementation of an information technology solution.
• Development experience in JavaScript, HTML, XML, Json, and SQL.
• Experience integrating with Microsoft.
• Experience integrating with a third-party system.
• Knowledge in using Discovery to populate the CMDB, implementing Service Mapping for business service visualization.
• Knowledge of CSM.
• Strong verbal and written communication skills and experience communicating with multiple levels of Department staff, from leadership (e.g., Project Director) to technical and functional staff, as well as with external stakeholders.
• "ServiceNow Certifications:
  • 1. Certified System Administrator (CSA),
  • 2. Certified Application Developer (CAD)"
• Knowledge of industry and State information technology requirements.
• Experience with Project Management.
• Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
• Knowledge of State procurement and contract monitoring requirements.

PREFERRED QUALIFICATIONS

• Minimum of five (5) years' experience configuring, designing, and developing in the ServiceNow Platform.
• " ServiceNow Certifications:
  • 1. Certified Implementation Specialist IT Service Management (CIS-ITSM)
  • 2. Certified Implementation Specialist Customer Service Management (CIS-CSM) "
• Experience Performance Tuning.
• Experience with Data Security.
• Experience configuring custom email templates.
• Experience implementing security policies using ACLs (Access Control Lists), roles, groups, and authentication mechanisms.

RESPONSIBILITIES

i. Configuring, integrating, and implementing ServiceNow activities including the following modules and functionality:

1. Case Management;

2. Major Case Management;

3. Change Management;

4. Problem Management;

5. Incident Management;

6. Service Request Management;

7. Knowledge Management;

8. Workspace Management;

9. Reporting;

10. Dashboards;

11. Self-Service Portal (Customer);

12. Technician Portal; (Employee);

13. Service Level Management;

14. Workflow/Flow and Rules Management;

15. Configuration Management;

16. Customer Satisfaction Surveys;

17. Virtual Agent;

18. Live Chat;

19. Performance Analytical; and

20. Agile Development.

ii. Develop ServiceNow workflows and flows.

iii. Implement and configure the Service Level Management platform from ServiceNow.

iv. Configure dashboards, automated workflows, flows, self-service portal, live chat, and virtual agent.

v. Perform ServiceNow CSM upgrades, including module configuration, integration testing, and customizations.

vi. Participate in defect management and triage functions, working crossfunctionally to resolve issues.

vii. Maintain detailed documentation of application design and code generation techniques.

viii. Participate in testing, including new features, re-testing, regression, smoke, release testing.

ix. Develop and deliver training and knowledge transfer related to ServiceNow.