Senior Technical Specialist

2 weeks ago

Raleigh, North Carolina, United States V-Soft Consulting Group Full time
Job Summary:

V-Soft Consulting Group is seeking a highly skilled Technical Specialist to join our team. As a Technical Specialist, you will be responsible for administering the ServiceNow platform across the Customer Service Management application, adhering to best practices and standards as defined by agency process and FedRamp compliance.

Key Responsibilities:
  • Develop and implement fixes for bugs and issues found in ServiceNow production for Customer Service Management.
  • Administer the ServiceNow platform across the Customer Service Management application.
  • Work with developers on the next stage processes for the platform.
  • Monitor application performance and analyze code.
  • Proactively researching and suggesting enhancements to existing engagements.
  • Be able to gather business requirements, analyze, and translate into technical documentation and development.
  • Adhere to advancements and changes on the ServiceNow platform and leverage 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.
  • 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.
  • Perform any necessary enhancements, upgrades, or maintenance on the platform.
  • Handle all enhancement requests and develop on CSM application used on the platform.

Requirements:
  • Bachelor's degree in Computer Science, Information Systems, or a related field.
  • 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; monitoring, alerting, and federated sources of CI data.

Preferred:
  • 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 the 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.

What We Offer:

As a valued V-Soft Consultant, you're eligible for full benefits (Medical, Dental, Vision), a 401(k) plan, competitive compensation, and more. V-Soft is partnered with numerous Fortune 500 companies, exceptionally positioned to advance your career growth.

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