Location: Rockville, MD - Hybrid/Remote but occasional visit is required. DMV areas candidate preferred.
Duration- Long term
End Client: Healthcare- Federal
Pay rate: Market/DOE
Active Public trust clearance/Or clearable
Prior experience with HRSA, HHS and other government exp.
Previous ServiceNow implementation experience is required
Key Responsibilities:
ServiceNow Administration:
• Manage and administer the ServiceNow platform, including user access, system configuration, and data management. • Configure and customize ServiceNow modules, workflows, forms, and business rules to support ITSM processes and requirements. • Monitor system health and performance, troubleshoot issues, and ensure the overall stability of the platform.
2. ITSM Development:
• Collaborate with stakeholders to gather and analyze business requirements, translating them into effective ServiceNow solutions. • Design, develop, test, and deploy custom applications, modules, and integrations within the ServiceNow ecosystem. • Create and maintain scripts, UI policies, and client scripts to enhance user experience and streamline processes.
3. Process Automation:
• Identify opportunities for process automation and optimization using ServiceNow's workflow engine and automation capabilities. • Implement automation solutions to improve efficiency, reduce manual tasks, and enhance service delivery.
4. Incident and Problem Management:
• Design and configure incident and problem management processes within ServiceNow, ensuring timely and effective resolution of IT issues. • Collaborate with cross-functional teams to establish best practices for incident and problem management.
5. Change Management:
• Configure and customize change management processes in ServiceNow, supporting controlled and efficient changes to IT environments. • Facilitate change management activities, including planning, approval workflows, and reporting.
6. Reporting and Analytics:
• Create and maintain dashboards, reports, and performance metrics to monitor ITSM processes and measure service levels. • Provide insights and recommendations based on data analysis to drive continuous improvement.
Qualification:
• Bachelor's degree in Information Technology, Computer Science, or related field. • Proven experience as a ServiceNow Architect, focusing on ITSM processes and solutions. • Strong hands-on experience with ServiceNow administration, configuration, and development. • Proficiency in JavaScript, HTML, and CSS for scripting and UI customization. • Familiarity with ITIL practices and ITSM processes (incident, problem, change management, etc.). • Knowledge of ServiceNow integration capabilities and REST APIs. • Excellent problem-solving skills and attention to detail. • Strong communication and collaboration skills, with the ability to work effectively in cross-functional teams. • ServiceNow certification(s) will be preferred .