ServiceNow Expert

ServiceNow Expert

Boston MA Locals only

The State of MA

Qualifications:

• Bachelors degree in Computer Science Information Technology or related field.
• 35 years of handson experience in ServiceNow platform administration configuration and development with a focus on ITSM and ITAM modules.
• Indepth knowledge of ITIL framework and IT service management processes including Incident Change Problem and Release Management.
• Proficiency in IT asset lifecycle management software asset management (SAM) and license compliance.
• Strong understanding of relational databases SQL web technologies (HTML CSS JavaScript) and web services (SOAP REST).
• ServiceNow certifications such as Certified System Administrator (CSA) Certified Implementation Specialist (CIS) in IT Service Management or IT Asset Management are highly desired.
• Excellent communication skills with the ability to collaborate effectively with crossfunctional teams and communicate technical concepts to nontechnical stakeholders.

Job Description:
We are seeking a skilled ServiceNow expert with extensive experience in IT Service Management (ITSM) IT Asset Management (ITAM) processes and software support. The ideal candidate will have a deep understanding of ServiceNow platform capabilities configuration and customization to optimize IT service delivery and asset lifecycle management.

Key Responsibilities:

• Design configure and implement ServiceNow solutions to streamline ITSM and ITAM processes including Incident Management Change Management Problem Management Service Catalog Asset Tracking Software Asset Management (SAM) and Configuration Management Database (CMDB).
• Collaborate with stakeholders to gather requirements analyze business needs and translate them into technical solutions within the ServiceNow platform.
• Provide ongoing support troubleshooting and maintenance of existing ServiceNow implementations ensuring system availability performance and reliability.
• Conduct enduser training sessions and create documentation to facilitate knowledge transfer and adoption of ServiceNow functionalities.
• ServiceNow module agnostic with the ability to administer the product as a whole and within the modules purchased.
• Perform backend maintenance tasks including configuration and occasional support.
• Implement improvements and changes such as field changes (new fields delete fields change field requirements) workflow changes reports management and dashboard management.
• Prepare for upgrades including recommending upgrade schedules reviewing upgrade scope preparing test scripts and coordinating testing preparation.
• Conduct upgrade testing including testing the Dev environment against test scripts testing the Prod environment against test scripts and validating skipped items.