Source description
About the role
Position Responsibilities:
Serve as a primary administrator for the DCPS ServiceNow instance, supporting day-to-day service operations and maintenance.
Configure and maintain ServiceNow applications, including forms, lists, workflows/flows, notifications and reporting.
Support development and enhancement activities across multiple ServiceNow modules, including ITSM, HRSD, S2P, and other modules available.
Design and maintain Service Catalog items and end-to-end workflows using Flow Designer, approvals, task routing, and notifications.
Collaborate with business stakeholders to gather requirements, translate business needs into technical solutions, and recommend platform-aligned approaches.
Coordinate with Office of Chief Technology officer (OCTO) for development, changes and support.
Ensure configurations follow ServiceNow best practices, prioritizing configuration over customization and maintaining upgrade readiness.
Troubleshoot platform issues, resolve defects, and support continuous improvement through analysis and refinement of existing processes.
Develop and maintain technical documentation, including configuration details, process flows, and user guidance.
Partner closely with internal IT teams, vendors, and ServiceNow partners as appropriate
Required Qualifications:
Bachelor's degree in information technology, Computer Science, a related field, or equivalent professional experience.
8 years of experience: Strong foundational knowledge of the ServiceNow platform, including: Forms, lists, tables, and dictionary configuration; Business Rules, Client Scripts.
8 years of experience: Integrating ServiceNow with external systems via REST/SOAP APIs.
8 years of experience: Proficiency in JavaScript for ServiceNow scripting (business rules, client scripts, UI policies).
8 years of experience: Knowledge on UI Policies, UI Actions, Roles and Access Control Lists (ACLs), Update sets and platform administration.
5 years of experience: Hands-on ServiceNow administration experience, including ownership or co-ownership of a ServiceNow instance.
ITIL Foundation certification or equivalent ITSM process knowledge.
Experience with one or more ServiceNow application areas such as ITSM, HRSD, S2P, CSM, or SecOps.
Experience building or supporting system integrations using REST APIs, Integration Hub, and data imports.
Experience working in a public sector, K–12, education, or other highly regulated environment.
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