Expert ServiceNow IT Strategist

1 week ago

el Campell Alcampell, Huesca, United States Creative Information Technology, Inc. Full time

Job Title: Expert ServiceNow IT Strategist

Location: Baltimore, MD

About Us:

Creative Information Technology Inc (CITI) is an esteemed IT enterprise renowned for its exceptional customer service and innovation. We serve both government and commercial sectors, offering a range of solutions such as Healthcare IT, Human Services, Identity Credentialing, Cloud Computing, and Big Data Analytics.

We hold key contract vehicles including GSA IT Schedule 70, NIH CIO-SP3, GSA Alliant, and DHS-Eagle II.

Role Overview:

We are seeking a highly skilled Senior ServiceNow Architect to join our team. As a key member of our IT team, you will be responsible for designing, implementing, and maintaining the ServiceNow platform to meet the organization's specific needs and requirements.

Key Responsibilities:

  • Architect and configure the ServiceNow platform to meet organizational needs.
  • Define and manage data structures, such as tables, fields, and relationships.
  • Design and implement business rules, workflows, and UI policies.
  • Define roles, groups, and access permissions based on organizational requirements.
  • Provide support for workflow or story-related issues.
  • Enhance existing Incident management workflows and define SLAs and approvals.
  • Implement Problem Management processes in ServiceNow according to Agency requirements.
  • Design and implement the Change Management module according to ITIL best practices.
  • Design and implement the Service Catalog.
  • Create and manage service requests and service offerings.
  • Integrate ServiceNow with internal applications.
  • Implement automation through workflows, scripting, and orchestration.
  • Develop and maintain reports and dashboards to provide insights into IT service performance.
  • Customize and configure reporting tools within the ServiceNow platform.
  • Plan and execute platform upgrades.
  • Manage patches and updates to ensure the platform's security and stability.
  • Design and implement the Knowledge Management module.
  • Identify and address performance and scalability issues.
  • Provide training to end-users and other administrators.
  • Document configuration changes, processes, and best practices.

Requirements:

  • A minimum of five years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications at an expert level.
  • A minimum of five years of proven experience as a ServiceNow architect, administrator, or similar role.
  • A minimum of five years of experience designing and creating incident, problem, and change management modules in ServiceNow, developing and maintaining the Service Catalog.
  • A minimum of two years of demonstrated success in configuring and customizing the ServiceNow platform, including knowledge of tables, fields, forms, and workflows.
  • A minimum of two years of experience managing user accounts, roles, and groups, enforcing access controls and permissions.
  • Familiarity with integrating ServiceNow with other systems and applications.
  • Ability to create and customize reports and dashboards within ServiceNow.
  • Strong understanding of IT Service Management (ITSM) processes and implementing (CMDB).

Salary: $120,000 - $150,000 per annum

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