ServiceNow System Admin & Developer

As a ServiceNow Systems Administrator and Developer, you will play a vital role in configuring and maintaining and deploying new features and uogrades to the ServiceNow platform at NC State University. Working within the Technology Support Services (TSS) team, you'll collaborate with a talented group of business analysts, developers and administrators to design, develop, test, and deploy ServiceNow solutions. This position offers an excellent opportunity for professional growth and continuous learning in a dynamic, collaborative setting.


Key Responsibilities:

• Assist in configuring and supporting ServiceNow ITSM modules, including Incident Management, Change Management, Service Catalog, and Service Portal.


• Collaborate with fellow developers to enhance ServiceNow applications, workflows, and forms, focusing on improved functionality and user experience.


• Gather and analyze user requirements, translating them into technical specifications.


• Work alongside Product Owners and Scrum Teams in requirements decomposition, backlog refinement, and user story breakdown.


• Facilitate the ServiceNow release management process, assessing and processing complex technical changes, identifying conflicts, and formulating risk mitigation plans.


• Execute weekly production releases to ensure smooth updates.


• Develop and maintain ServiceNow scripts, business rules, workflows, and configuration elements to support process automation and integration.


• Conduct thorough testing of ServiceNow configurations and customizations to ensure high-quality deliverables.


• Troubleshoot and resolve ServiceNow platform issues, providing timely support to end-users.


• Collaborate with cross-functional teams, including IT support, infrastructure, and security, to ensure seamless integration and operation of ServiceNow with university systems.


• Stay updated on ServiceNow best practices, new features, and industry trends to recommend innovative solutions.


• Contribute to documentation of technical designs, development processes, and user guides to facilitate knowledge sharing and training.


• Uphold the confidentiality, integrity, and availability of university data while adhering to IT security policies.

Minimum Education and Experience

• Entry-level candidates with a Master's or BA/BS in an IT field or equivalent combination of education, training, and experience.

Other Required Qualifications
Technical Skills:

• ServiceNow Expertise: 2+ years of hands-on experience in configuring and administering the ServiceNow platform, customizing workflows, forms, and modules with minimal coding.


• Proficiency in Scripting Languages: Strong experience with JavaScript, PowerShell, or HTML for developing and enhancing ServiceNow applications and integrations.
  
  
  

Professional Competencies:

• Team Collaboration: Foster a supportive environment; work independently and collaboratively, sharing insights and celebrating wins.


• Customer-Centric Approach: Anticipate end-user needs and ensure solutions align with their expectations.


• Analytical Problem-Solving: Evaluate and optimize systems and configurations for peak performance.


• Strategic Decision-Making: Make informed recommendations balancing stakeholder needs and constraints.


• Collaborative Communication: Influence decisions and foster solution adoption through clear documentation.


• Precision and Accuracy: Ensure every detail is considered before implementation to prevent issues.


• Vendor and Project Management: Manage complex projects and vendor relations to ensure quality deliverables.

Preferred Qualifications

• Software Development Knowledge: Strong understanding of development principles and web technologies, including XML and Web Services.


• Platform Experience: Familiarity with ServiceNow UI policies, actions, client/server scripts, Catalog Builder, Workflow Editor, and Flow Designer.


• Technical Proficiency: Exposure to database concepts, SQL queries, and software development testing processes, including automated testing frameworks.


• Agile Mindset: Experience or certifications in DevOps, Lean, Agile, or Scrum.


• Certifications: ITIL v3 or v4 certification and practical process experience.


• System Security: Ability to recommend access controls and user permissions within the platform.

Required License(s) or Certification(s)

• ServiceNow CSA certification or equivalent.

Valid NC Driver's License required
No


Commercial Driver's License required
No

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