Servicenow developer

Role: ServiceNow Analyst/Developer

Location: Must be hybrid in Raleigh, NC – 3 days onsite/2 days remote “candidates must be able to work without sponsorship, now and in the future.” TOP Needs Strong CSM experience Rest API experience Nice to Have: CSM Implementation Certification PSDS (Public Sector Digital Services) experience – Newer ServiceNow Module Job Description Summary Are you passionate about optimizing Customer Service Management (CSM) processes? Join our dynamic team as a ServiceNow Technology Analyst, where you’ll have the opportunity to manage and enhance the ServiceNow platform, particularly focusing on CSM. You’ll play a key role in advancing the City’s digital transformation and improving customer engagement strategies through technology. Our IT Department is committed to innovation, with a proven track record of forward-thinking initiatives and national recognition for excellence. As a ServiceNow Analyst, you’ll collaborate across departments, acting as a key technical resource to configure, develop, and maintain ServiceNow solutions that improve the experience for both internal and external customers. Duties and Responsibilities Act as a primary technical resource for day-to-day ServiceNow incidents and service requests, with a focus on Customer Service Management (CSM). Collaborate with stakeholders to gather business requirements, troubleshoot issues, and translate them into technical solutions within ServiceNow. Configure and develop ServiceNow CSM modules, improving workflows, self-service portals, and customer experience. Participate in the implementation of ServiceNow upgrades, enhancements, and integrations with other software platforms. Follow Software Development Life Cycle (SDLC) and Information Technology Infrastructure Library (ITIL) best practices to ensure optimal platform performance. Work closely with other IT and business teams to develop a deep understanding of how ServiceNow CSM integrates with other enterprise systems and meets the City’s strategic objectives. Education and Experience: Bachelor’s degree in information technology or a related field, with 2 years of professional experience working with ServiceNow or equivalent customer service management software. Preferred Qualifications: 2+ years of hands-on ServiceNow configuration and development experience, particularly in CSM. ServiceNow certifications in CSM or IT Service Management (ITSM). ITIL certification is a plus. Knowledge, Skills & Abilities Strong knowledge of ServiceNow CSM, including configuring portals, workflows, and customer case management. Proficient in JavaScript and SQL, with experience troubleshooting and resolving technical issues. Excellent problem-solving skills and a proactive approach to customer service. Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders. Ability to quickly learn new technologies and adapt to changing business needs. Additional Information The City of Raleigh's IT Department is recognized for its innovation and leadership in smart city initiatives and digital transformation. With over 4,500 employees serving nearly 490,000 residents, we offer an exciting opportunity to work on cutting-edge projects that shape the future of the city. Our recent accolades include recognition for innovative customer engagement projects, such as: 2023 IDC Government Insights Smart Cities North America Award for Transportation Infrastructure. 2022 WalletHub recognition as one of the safest and best cities for work-life balance. Join us and be a part of a team that drives meaningful change and improves the customer experience for thousands of residents and businesses in Raleigh.