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ServiceNow System Administrator(Mid)
Ref No.: 18-00011
Position Type:Full Time/Contract
Summary of essential job functions:

HMS Technologies Inc. is looking for a talented ServiceNow Administrator to support the Information Technology Service Management (ITSM) SaaS Tool within the Department of Veterans Affairs (VA). At HMS Technologies, a ServiceNow Administrator must have experience and be able to develop, document, and implement detailed plans for ensuring configuration control for IT programs, projects, and tasks. When issues arise, must be able to identify and implement solutions. Maintain thorough records and documentation to ensure accurate product builds, and product and/or software updates. A ServiceNow Administrator is responsible for the design and configuration of ServiceNow modules, forms, and workflows. Extend the platform by leveraging the ServiceNow application development model. Integrate with external systems and orchestrate IT automation. Administer ServiceNow applications, including updating security and workflow configurations, integrating with external systems, importing data, creating custom scripts, and building reports. A ServiceNow Administrator must demonstrate the ability to work within a fast-paced and collaborative environment, and must have excellent skills in building relationships, communicating effectively, and serving the needs of others. Most importantly, the ServiceNow Administrator is responsive and has a propensity to get things done. This position requires a Bachelor's Degree in area of specialty and at least 3 years of experience in the field or in a related area. The candidate must demonstrate expertise in a variety of the field's concepts, practices, and procedures. In addition to this effort, they are required to provide consultation on complex projects and may be considered to be the top level contributor/specialist. For this position, you will be supporting the VA in its efforts to provide development, configuration and testing support for the VA's secure cloud-based Information Technology Service Management (ITSM) Tool, which enables end-to-end processes across all services and provides real-time, accurate performance information on all aspects of service delivery. ServiceNow will be used to implement this tool which will allow the VA to manage roles and business rules rather than physical control of assets and direct software licensing. The ServiceNow toolset will support the Enterprise Service Desk (ESD) Automated Call Distributer (ACD) / Interactive Voice Response (IVR) system and Information Technology Infrastructure Library (ITIL) v3 processes (e.g. Incident, Problem, Change, Release, Service Request, Service Level management and reporting, Integrated Configuration Management Database (CMDB)/ Asset Management, Knowledge Management, etc.).

The primary responsibilities of the ServiceNow System Administrator (Mid) include but are not limited to the following:
  • Implements Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows. Environment: ServiceNow, JavaScript, HTML 5, Service Catalogs, CMDB, SOAP, Incident Management, Change Management
  • Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP, SMTP, MID Servers etc.).
  • Implements extensive use of ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
  • Creates and modifies ServiceNow workflows.
  • Creates functional and technical specifications documents for various ServiceNow modules.
  • Creates custom reports using performance analytics.
  • Analyzes system requirements and recommend design on system setup
  • Understands data imports and helps coordinate resolution/clean-up of data from integration systems
  • Manages testing process and go-live readiness
  • Maintains priorities, is accountable for own work and manages expectations
  • Manages ServiceNow Version updates and new releases which include testing, documentation, analysis of new functionality, and implementation of the release
  • Creates, configures, and troubleshoots Forms, Workflows, Business Rules, Interfaces, User Experience Pages, etc.
  • Manages and participates in development of system test plans and acceptance criteria relating to enhancements, bug fixes, and system maintenance.
  • Develops and documents standard operating procedures.
  • Successfully utilizes prior experience in applying methodology and best practices. Uses standard techniques to elicit and document business requirements, effectively identify process inefficiencies and make suggestions for modifications. Diagnose and resolve ServiceNow system related questions to ensure the accuracy of business-critical processes. Interact with administrators, developers, and business system users in this effort.

Required Skills and Experience:
  • Bachelor's Degree required, AND a minimum of 1 year of equivalent work experience. 3 years of additional relevant experience may be substituted for education.
  • Ability to obtain a security clearance a must
  • Ability to work comfortably with management and technical personnel.
  • Ability to be a strong, self-motivated, independent individual that promotes teamwork.
  • Strong customer service orientation and ability to communicate effectively to executive level customers
  • Develop and document standard operating procedures.
  • Candidates must possess excellent written and verbal communication skills.
  • Strong aptitude to learn and adapt to technology.
  • Ability to adapt well to diverse environments.
  • Ability to communicate clearly with all levels in an organization.
  • Excellent interpersonal skills and ability to work collaboratively in dynamic team environment.
Desired/Preferred Skills and Experience:
  • Experience supporting Federal clients (VA a plus)
  • ServiceNow Certified System Administration Certification
  • Security Clearance

Who May Apply: US Citizen or Green Card; This employer participates in the e-Verify program.

Security Clearance: MBI - Moderate Background Investigation

  • Health care coverage - medical, vision and dental
  • Short & long term disability
  • Life Insurance
  • Supplemental life insurance
  • Accidental death/dismemberment insurance
  • Paid vacation and sick leave accrual
  • Federal/legal holidays paid
It is a requirement of law that a statement regarding equal employment opportunities and discrimination within the work place be published and conspicuously posted for all employees.
It is the policy of this company to provide an equal opportunity to all of its employees. As stated in the Federal guidelines, employees should be able to perform their jobs in workplaces free from discrimination-whether that discrimination is based on race, color, religion, sex, national origin, handicap, age, or sexual orientation. Discrimination at HMS TECNOLOGIES, INC is not acceptable. We believe that all employees should be able to perform their jobs in a workplace free from discrimination of any kind.
Further, it is the policy of this company to provide equal opportunity in employment for all persons to prohibit discrimination in employment because of race, color, religion, sex, national origin, handicap, age, or sexual orientation through a continuing affirmative action program in each department. This policy of equal employment opportunity applies to and must be an integral part of every aspect of personnel policy and practice in the employment, development, advancement, and treatment of our employees, to the extent permitted by law.