Location: Raleigh,NC, USA
This role provides support for the use of its CSM system (ServiceNow) and use of best practices supporting users needs while working with a team of ServiceNow professionals. This position will work in a matrix reporting environment and be required to manage multiple work streams, possibly supporting several initiatives simultaneously. Duties and Responsibilities: * Administer the ServiceNow platform across the Customer Service Management application * Perform any necessary enhancements, upgrades, or maintenance on the platform * Adhere to the best practices and standards on the ServiceNow platform as defined by agency process and FedRAMP compliance * Handle all enhancement requests and develop on CSM application used on the platform * Work with developers on the next stage processes for the platform * Be able to gather business requirements, analyze, and translate into technical documentation and development * Monitor application performance and analyze code * Adhere to advancements and changes on the ServiceNow platform and lever them to provide business solutions * Establishing user journeys and creating the user stories to support the design and configuration of Customer Service Management * Supporting the iterative configuration of the CSM application, engage stakeholders to conduct reviews through joint design sessions * Proactively researching and suggesting enhancements to existing engagements * Develop and implement fixes for bugs and issues found in ServiceNow production for Customer Service Management * Perform system/workflow enhancements and script changes in ServiceNow to enable changing/evolving business practices. * Execute data mapping and bulk data imports/updates when necessary Minimum Qualifications: * Bachelors degree in Computer Science, Information Systems, or a related field * 3-5 years of experience in CSM technology, specifically supporting the processes and administration of ServiceNow * Experience designing and deploying web-based end user self-service portals * Knowledge of and experience with web technologies, including JavaScript, HTML, XML and Web Services * Experience with ServiceNow forms, fields, views, lists, UI policy and actions, and client and server scripts * Experience integrating ServiceNow with other tools and services; monitoring, alerting and federated sources of CI data Preferred Qualifications: * Experience working in the governmental sector (local, state, or federal) * Experience successfully implementing the ServiceNow CSM application and processes leveraging the CSM framework * Experience performing continuous improvement initiatives for processes and services * Strong knowledge and familiarity with CSM processes * Excellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audience * Ability to develop insightful, beneficial, and actionable analyses with detailed explanations regarding drivers of those results; produce unambiguous, comprehensive, and accurate interpretations * Ability to obtain a security clearance with FedRAMP administration standards Knowledge, Skills, Abilities and Competencies: * Decision Quality * Problem Solving * Directing Others * Hiring and Staffing * Drive for Results * Organizational Agility * Building Effective Teams * Motivating Others Required Skills : Servicenow CSM Basic Qualification : Additional Skills : Background Check :Yes Drug Screen :Yes Notes : Selling points for candidate : Project Verification Info : Candidate must be your W2 Employee :No Exclusive to Apex :Yes Face to face interview required :No Candidate must be local :No Candidate must be authorized to work without sponsorship ::No Interview times set : :No Type of project : Master Job Title :VMS Access Entry Branch Code :Raleigh