Service Now Technical Lead (Catalog and Knowledge Management)

At Freddie Mac our mission of Making Home Possible is what motivates us and its at the core of everything we do. Since our charter in 1970 we have made home possible for more than 90 million families across the country. Join an organization where your work contributes to a greater purpose.

Position Overview:

This position will focus on supporting the ServiceNow Request Management (Catalog Self Service Portal) and Knowledge modules. The ServiceNow Catalog and Knowledge Management (KM) tech lead will demonstrate leadership skills and deliver in areas for the Operational support process and governance documentation and technical support of the ServiceNow platform Catalog and KM modules. The role involves creating and maintaining catalog items selfservice portal managing workflows for requests ensuring service delivery aligns with SLAs and often includes reporting and analytics.

Our Impact:

Perform daytoday administration of the ServiceNow system including making approved changes to forms tables reports configuration changes and workflows adhering to platform and development standards and processes. Support Program activities providing metrics reports configurations within catalog and knowledge and space. Troubleshoot problems resolve incidents implement bug fixes and perform root cause analysis. Assist with upgrade planning testing and implementation between development and production instances for Catalog Knowledge and portal space. This role demands a strong automation and workflow background supporting innovation by working with stakeholders to understand business processes with the efficiency goal of digitizing and automating legacy processes.

This role will require a strong knowledge and hands on experience of the IT Service Management Modules and Automation Workflows (This role also requires a strong architectural knowledge of the Service Now platform as well as backend experience managing and updating UI parameters on selfservice Portal.

Your Impact:

Governance and Collaboration:

Work with business analysts developers program teams and stakeholders to understand requirements and translate them into technical solutions.

Project Management: A leader managing multiple projects and work in a fastpaced environment.

Development and Configuration:

Design develop and implement ServiceNow catalogs knowledge articles and design workflows including UI/UX reports and dashboards.

Integration:

Assist with Build and maintaining integrations between ServiceNow and other systems using APIs and web services as related to the catalog and knowledge areas.

Customization:

Customize the ServiceNow platform to meet approved business requirements and optimize user experience.

Testing and Support:

Conduct testing troubleshoot issues and provide support to users of ServiceNow applications.

Adaptability:

Willingness to adapt to changing business and technical priorities.

Qualifications:

• 810 years of relevant experience

• Bachelors of Science in Computer Science Computer Engineering or related field/relevant experience is required.

• 78 years of IT and Web Development/FrontEnd experience including experience utilizing programming languages such as JavaScript ServiceNow Scripting XML Shell Scripting and REST API.

• Strong Administration and operational knowledge of ITSM Portal Catalog and Knowledge management. UX designing knowledge for catalog development

• Knowledge of ITIL Framework including Change Release Incident Knowledge Management & CMDB processes understanding of architectural and infrastructure environments and technical writing and documentation.

• Excellent analytical skills and problemsolving skills using Service Now platform architecture for Service Request Catalog and Knowledge Management modules.

• Understanding of UX/UI best practices

• ServiceNow Certified Systems Administrator (CSA) or other ServiceNow certifications are preferred.

Keys to Success in this Role:

• Build strong partnerships with the business and across BTO to help advise strategic decisions as well as drive tactical implementations.

• Ability to work well with the business and people with varying degrees of technical expertise.

• Act as an agent for change regarding the new processes standards and technologies

• Excellent verbal and written communications skills

• Skilled communicator to lead discussions with stakeholders and promote SN standards

• Ability to identify and resolve conflicts

• Ability to lead multiple priorities under tight deadlines

Current Freddie Mac employees please apply through the internal career site.

We consider all applicants for all positions without regard to gender race color religion national origin age marital status veteran status sexual orientation gender identity/expression physical and mental disability pregnancy ethnicity genetic information or any other protected categories under applicable federal state or local laws. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

A safe and secure environment is critical to Freddie Macs business. This includes employee commitment to our acceptable use policy applying a vigilancefirst approach to work supporting regulatory mandates and using best practices to protect Freddie Mac from potential threats and risk. Employees exercise this responsibility by executing against policies and procedures and adhering to privacy & security obligations as required via training programs.

CA Applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more please visit and register with our referral code: MAC.

Freddie Mac offers a comprehensive total rewards package to include competitive compensation and marketleading benefit programs. Information on these benefit programs is available on our Careers site.