ServiceNow Expert - ITSM and ITAM

ServiceNow Expert - ITSM and ITAM

Submission Deadline - March 13, 2024 2:00 PM EST

Required Candidates - 3

Client - State of MA - Commonwealth of Massachusetts

Work Location - Hybrid (Boston, MA), 22.5/Week or 3 days/week

Duration - 6 Months

Qualifications Required:

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 end-user 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 back-end 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.
• Understand ServiceNow's capabilities for expansion, assess CTR's needs, and provide recommendations for using additional ServiceNow modules.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 3-5 years of hands-on experience in ServiceNow platform administration, configuration, and development, with a focus on ITSM and ITAM modules.
• In-depth 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 cross-functional teams and communicate technical concepts to non-technical stakeholders.

Tasks and Activities:

• ServiceNow module agnostic, the person should be able to administer on the product as a whole and within the modules we purchase.
• Back-end maintenance. The individual will learn our configuration – upfront work, then occasional support.
• Improvements and changes – occasional support
• Field changes (new fields, delete fields, change field requirements)
• Workflow changes
• Reports management
• Dashboard management
• Upgrade preparation – either annual or bi-annual
• Recommend upgrade schedule
• Review upgrade scope and prepare recommendation for either skipping or adopting
• Prepare test scripts
• Coordinate testing preparation
• Upgrade testing – either annual or bi-annual
• Test Dev environment against test scripts
• Test Prod environment against test scripts
• Validate skipped items (items that ServiceNow does not recognize in our environment)
• Understand ServiceNow’s capabilities for expansion