Title: ServiceNow Systems Analyst/Programmer
Location: Boston, MA (onsite from day 1 - 3 days per week)
Duration: 1 year Possible extensions
Technical - ServiceNow SAM, Javascript,SQL
Job Description:
We are seeking a skilled ServiceNow expert with extensive experience in IT Service Management (ITSM), IT Asset Management (ITAM) processes, and software support. The ideal candidate will have a deep understanding of ServiceNow platform capabilities, configuration, and customization to optimize IT service delivery and asset lifecycle management.
Key Responsibilities: Design, configure, and implement ServiceNow solutions to streamline ITSM and ITAM processes, including Incident Management, Change Management, Problem Management, Service Catalog, Asset Tracking, Software Asset Management (SAM), and Configuration Management Database (CMDB). Collaborate with stakeholders to gather requirements, analyze business needs, and translate them into technical solutions within the ServiceNow platform. Provide ongoing support, troubleshooting, and maintenance of existing ServiceNow implementations, ensuring system availability, performance, and reliability. Conduct end-user training sessions and create documentation to facilitate knowledge transfer and adoption of ServiceNow functionalities. ServiceNow module agnostic, with the ability to administer the product as a whole and within the modules purchased. Perform back-end maintenance tasks, including configuration and occasional support. Implement improvements and changes, such as field changes (new fields, delete fields, change field requirements), workflow changes, reports management, and dashboard management. Prepare for upgrades, including recommending upgrade schedules, reviewing upgrade scope, preparing test scripts, and coordinating testing preparation. Conduct upgrade testing, including testing the Dev environment against test scripts, testing the Prod environment against test scripts, and validating skipped items. Understand ServiceNow's capabilities for expansion, assess CTR's needs, and provide recommendations for using additional ServiceNow modules. Must have: ServiceNow expert with extensive experience in IT Service Management (ITSM), IT Asset Management (ITAM) processes Certifications SQL, web technologies (HTML, CSS, JavaScript), and web services (SOAP, REST). Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field. 3-5 years of hands-on experience in ServiceNow platform administration, configuration, and development, with a focus on ITSM and ITAM modules. In-depth knowledge of ITIL framework and IT service management processes, including Incident, Change, Problem, and Release Management. Proficiency in IT asset lifecycle management, software asset management (SAM), and license compliance. Strong understanding of relational databases, SQL, web technologies (HTML, CSS, JavaScript), and web services (SOAP, REST). ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in IT Service Management or IT Asset Management are highly desired. Excellent communication skills with the ability to collaborate effectively with cross-functional teams and communicate technical concepts to non-technical stakeholders. TASKS AND ACTIVITIES ServiceNow module agnostic, the person should be able to administer on the product as a whole and within the modules we purchase. Back-end maintenance. The individual will learn our configuration - upfront work, then occasional support Improvements and changes - occasional support
Field changes
•New fields
•Delete fields
•Change field requirements
Workflow changes Reports management Dashboard management
Upgrade preparation - either annual or bi-annual
Recommend upgrade schedule Review upgrade scope and prepare recommendation for either skipping or adopting Prepare test scripts Coordinate testing preparation
Upgrade testing - either annual or bi-annual
Test Dev environment against test scripts Test Prod environment against test scripts Validate skipped items (items that ServiceNow does not recognize in our environment)
Understand ServiceNow's capabilities for expansion
Understand CTR's needs and provide recommendations for using additional ServiceNow modules