NCDIT - Technical Specialist - Senior - High

NCDIT - Technical Specialist - Senior 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. 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 agency 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 leverage 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