ServiceNow Administrator/Developer
About the Role: We are seeking a ServiceNow Administrator/Developer for a contract position with the North Carolina Department of Information Technology (NCDIT). This role supports the state’s use of its Customer Service Management (CSM) system in ServiceNow, ensuring alignment with best practices and compliance standards while collaborating with a team of ServiceNow developers. The position will work in a matrix reporting environment, supporting multiple work streams and initiatives simultaneously, and will report directly to the ServiceNow platform owner. Please note: • This is a fully remote position for the duration of the engagement. • Equipment will be shipped to the candidate. • Max rate for this position is $95/hour. Essential Responsibilities: • Administer the ServiceNow platform within the CSM application. • Perform enhancements, upgrades, and maintenance to ensure system reliability. • Adhere to agency-defined best practices, standards, and FedRamp compliance requirements. • Develop enhancements and customizations for the CSM application. • Gather, analyze, and translate business requirements into technical documentation and development tasks. • Monitor application performance, analyze code, and troubleshoot issues. • Create user journeys and user stories to support CSM design and configuration. • Engage stakeholders through joint design sessions for iterative configuration reviews. • Research and recommend enhancements to existing systems. • Implement bug fixes and system/workflow enhancements. • Execute data mapping and bulk data imports/updates as required. Required Qualifications: • Bachelor’s degree in Computer Science, Information Systems, or related field. • 5+ years’ experience in CSM technology, specifically ServiceNow administration. • Experience designing and deploying web-based self-service portals. • Proficiency with JavaScript, HTML, XML, and Web Services. • Experience with ServiceNow forms, fields, UI policies, client/server scripts, and integration with external tools. Preferred Qualifications: • Experience working in local, state, or federal government. • Proven track record implementing ServiceNow CSM applications and processes. • Familiarity with continuous improvement initiatives for CSM. • Strong knowledge of CSM processes. • Excellent verbal and written communication skills. • Ability to obtain security clearance with FedRamp standards. Job Types: Full-time, Contract Pay: $95/hour Work Schedule: 40 hours per week Work Location: Remote (equipment provided) Job Types: Full-time, Contract Pay: $95.00 per hour Benefits: • 401(k) • Dental insurance • Health insurance Experience: • Government sector experience (local/state/federal): 1 year (Required) • Implementing ServiceNow CSM & processes: 3 years (Required) • Continuous improvement initiatives: 3 years (Required) • Knowledge and familiarity with HR processes: 3 years (Required) • Ability to obtain FedRamp security clearance: 3 years (Required) Work Location: Remote