RemoteDescriptionServiceNow Administrator/Developer position is housed in the client.This role provides support for the client’s use of its CSM system (ServiceNow) and client’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 applicationPerform any necessary enhancements, upgrades, or maintenance on the platformAdhere to the best practices and standards on the ServiceNow platform as defined by client process and FedRamp complianceHandle all enhancement requests and develop on CSM application used on the platformWork with developers on the next stage processes for the platformBe able to gather business requirements, analyze, and translate into technical documentation and developmentMonitor application performance and analyze codeAdhere to advancements and changes on the ServiceNow platform and lever them to provide business solutionsEstablishing user journeys and creating the user stories to support the design and configuration of Customer Service ManagementSupporting the iterative configuration of the CSM application, engage stakeholders to conduct reviews through joint design sessionsProactively researching and suggesting enhancements to existing engagementsDevelop and implement fixes for bugs and issues found in ServiceNow production for Customer Service ManagementPerform system/workflow enhancements and script changes in ServiceNow to enable changing/evolving business practices.Execute data mapping and bulk data imports/updates when necessaryMinimum Qualifications:Bachelor’s degree in Computer Science, Information Systems, or a related field5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNowExperience designing and deploying web-based end user self-service portalsKnowledge of and experience with web technologies, including JavaScript, HTML, XML and Web ServicesExperience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scriptsExperience integrating ServiceNow with other tools; monitoring, alerting and federated sources of CI dataPreferred Qualifications:Experience working in the governmental sector (local, state, or federal)Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM frameworkExperience performing continuous improvement initiatives for processes and servicesStrong knowledge and familiarity with CSM processesExcellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audienceAbility to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive, and accurate interpretationsAbility to obtain a security clearance with FedRamp administration standardsKnowledge, Skills, Abilities and Competencies:Decision QualityProblem SolvingDirecting OthersHiring and StaffingDrive for ResultsOrganizational AgilityBuilding Effective TeamsMotivating OthersRequired / Desired SkillsSkill Required / Desired Amount of ExperienceExperience working in the governmental sector (local, state, or federal) Required 1 YearsExperience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework Required 3 YearsExperience performing continuous improvement initiatives for processes and services Required 3 YearsStrong knowledge and familiarity with HR processes Required 3 YearsExcellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience Required 3 YearsAbility to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results Required 3 YearsProduce unambiguous, comprehensive, and accurate interpretations of analysis Required 3 YearsAbility to obtain a security clearance with FedRamp administration standards Required 3 YearsNotes:RemoteVIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
DescriptionServiceNow Administrator/Developer position is housed in the client.This role provides support for the client’s use of its CSM system (ServiceNow) and client’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 applicationPerform any necessary enhancements, upgrades, or maintenance on the platformAdhere to the best practices and standards on the ServiceNow platform as defined by client process and FedRamp complianceHandle all enhancement requests and develop on CSM application used on the platformWork with developers on the next stage processes for the platformBe able to gather business requirements, analyze, and translate into technical documentation and developmentMonitor application performance and analyze codeAdhere to advancements and changes on the ServiceNow platform and lever them to provide business solutionsEstablishing user journeys and creating the user stories to support the design and configuration of Customer Service ManagementSupporting the iterative configuration of the CSM application, engage stakeholders to conduct reviews through joint design sessionsProactively researching and suggesting enhancements to existing engagementsDevelop and implement fixes for bugs and issues found in ServiceNow production for Customer Service ManagementPerform system/workflow enhancements and script changes in ServiceNow to enable changing/evolving business practices.Execute data mapping and bulk data imports/updates when necessaryMinimum Qualifications:Bachelor’s degree in Computer Science, Information Systems, or a related field5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNowExperience designing and deploying web-based end user self-service portalsKnowledge of and experience with web technologies, including JavaScript, HTML, XML and Web ServicesExperience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scriptsExperience integrating ServiceNow with other tools; monitoring, alerting and federated sources of CI dataPreferred Qualifications:Experience working in the governmental sector (local, state, or federal)Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM frameworkExperience performing continuous improvement initiatives for processes and servicesStrong knowledge and familiarity with CSM processesExcellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audienceAbility to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive, and accurate interpretationsAbility to obtain a security clearance with FedRamp administration standardsKnowledge, Skills, Abilities and Competencies:Decision QualityProblem SolvingDirecting OthersHiring and StaffingDrive for ResultsOrganizational AgilityBuilding Effective TeamsMotivating OthersRequired / Desired SkillsSkill Required / Desired Amount of ExperienceExperience working in the governmental sector (local, state, or federal) Required 1 YearsExperience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework Required 3 YearsExperience performing continuous improvement initiatives for processes and services Required 3 YearsStrong knowledge and familiarity with HR processes Required 3 YearsExcellent verbal and written comm skills, ability to communicate clean, organized, and thorough information and data appropriate for intended audience Required 3 YearsAbility to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results Required 3 YearsProduce unambiguous, comprehensive, and accurate interpretations of analysis Required 3 YearsAbility to obtain a security clearance with FedRamp administration standards Required 3 YearsNotes:Remote
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