Lead ServiceNow Consultant Location: Baltimore, MD
Duties and Responsibilities: This role is responsible for leading ServiceNow teams in the development, documentation and delivery of process innovations driving the attainment of business goals. The ServiceNow team is responsible for the configuration, development, support and maintenance of the ServiceNow implementation. We are looking for an experienced technical individual contributor to work independently with limited supervision and manage projects/processes under the guidance of the ITSM Director. Work with stakeholders to understand, propose, and deliver solutions with primary emphasis on request fulfillment, workflow automation through ServiceNow Service Catalogs and key ITIL based Request: Incident, Problem, Change, Knowledge and other modules. You will utilize ServiceNow and software development methodologies best practices to conduct requirements analysis, system design, and play a vital role throughout the entire development lifecycle. Education and Years of Experience: Responsibilities:
10+Years of Work with both department and Agency leadership to research, analyze, and implement enterprise-wide solutions/capabilities/enhancements to support Agency business/mission goals and objectives.
Create, maintain and enhance custom reports and dashboards in ServiceNow integrating and combining data from multiple tables and sources based on user requirements
Create and maintain an agile, streamlined, scalable, and optimized ServiceNow system components, and perform integration and support, and operational services with high availability and service delivery goals.
Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability, and Active Directory Profile synchronization.
Maintain Forms, Reports, Views, Workflows, Groups and Roles.
Monitor health, usage and overall compliance of ServiceNow and its applications.
Coordinate application and platform upgrades.
Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.
Configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc.
Configure User Accounts, Groups and Roles. Create custom Roles where necessary.
Evaluate and configure systems for better performance
Configure out of the box workflows and create/maintain custom workflows.
Integrate ServiceNow applications with 3rd party partners
Troubleshoot and resolve problems, Orchestrate and automate tasks.
ServiceNow security fundamentals and approaches including integration with other systems
Experience with ServiceNow releases Madrid, London or New York
3-5 years demonstrated experience in ServiceNow system applications and custom applications
3-5 years experience with multiple ServiceNow environment; having successfully managed and maintained Service Catalog/Portal, API Integration, Discovery / Mapping for CMDB with back-end integrations to other systems
3-5 years demonstrated experience in configuring/administrating and development of enterprise grade applications/solutions using ServiceNow platform
Prior experience programming in either one of the following application stack .NET, or Java or NodeJS or similar
ServiceNow Certified Application Developer
ServiceNow Certified System Administrator Desired Skills/Certifications:
Bachelor’s degree (BA/BS) or equivalent experience and minimum 3 years of related work experience.
ITIL v3 Foundations Certification
Physical Requirement(s): No Physical requirement needed for this position.