ServiceNow ITSM Specialist

• Work with business owners project managers design teams operations teams and our partners / supplier communicating between all key stakeholders to ensure the smooth and successful implementation of the ServiceNow IT service management tool executed to high quality standards.
• Interface and be involved with ServiceNow implementation teams to ensure successfully set up service modules as per scope.
• Act as internal technical subject matter expert for all technical aspects of project delivery and solution delivery including application UI configuration workflow configuration development of required Agency specific reporting development of requirement integration components (SSO LDAP etc.)
• Serve as the primary subject matter expert for the ServiceNow Analytics Platform designing developing and maintaining dashboards and reports that provide actionable insights to IT leadership and stakeholders. Leverage the Now Platforms Performance Analytics and Reporting capabilities to translate complex operational data into clear visual formats automate recurring report distribution and continuously refine metrics to align with evolving Agency priorities.
• Act as the lead resource for the assessment and remediation of the Agencys Configuration Management Database (CMDB) conducting a thorough gap analysis of current data quality population methods and CI relationships. Develop and drive a comprehensive CMDB improvement roadmap encompassing Discovery configuration data normalization deduplication class model refinement and the establishment of ongoing health scoring and governance processes. Collaborate with infrastructure application and service desk teams to ensure CI data accuracy completeness and compliance with ITIL best practices ultimately enabling reliable downstream consumption by Change Incident and Problem Management modules.
• Support the Agencys IT Management System (ITMS) Request for Proposal (RFP) process by serving as the authoritative technical resource for all ServiceNow platform-related content. Review validate and contribute to RFP documentation to ensure that descriptions of the current TECNow environment-including deployed modules integrations configurations licensing and service capabilities-are accurate complete and clearly articulated. Coordinate with procurement legal and IT leadership to respond to vendor inquiries and ensure RFP language accurately reflects the Agencys ServiceNow architecture and future-state requirements.
• Be a key member of the overall implementation project team and is available to support internal team members and other stakeholders.
• Represent the Operations teams at all project meetings to define and implement system acceptance criteria.
• Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria.
• Resolve escalations from the service partners and handle stakeholders support requests as well as take ownership of issues and ensuring closure is achieved.
• Create and maintain daily/weekly/monthly management and operational reports.

EXPERIENCE/QUALIFICATIONS:

• Minimum of 8 years experience
• Demonstrated experience in ServiceNow development configuration and administration including but not limited to successful deployments as lead.
• Experience with ServiceNow components such as Service Catalog Change/Incident/Problem Management Asset Management CMDB Knowledge Event Management etc.
• Strong working knowledge of business process management/automation.
• Good understanding of IT service processes and technologies in line with ITIL best practice.
• Excellent English oral written and listening communication skills.
• Excellent analytical and problem-solving skills.
• Proficiency with Microsoft Office Suite.
• Strong organizational skills.
• Strong customer service skills.

HIGHLY DESIRABLE:

• Advanced skills with ServiceNow Development APIs
• Discovery Orchestration ServiceMapping a plus
• Web service integration experience
• RDBMS/SQL experience
• Agile