ServiceNow Technical Consultant - ITSM at Computer Aid, Inc in Allentown, Pennsylvania

Job Description:

Computer Aid, Inc


It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.


Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Profile Summary

CAI is hiring! We are in immediate need of a ServiceNow Senior Technical Consultant ITSM. This is a 100% US-based remote opportunity.

Due to our end client, candidates must be eligible to work in the US without a need for sponsorship now or in the future.

The ServiceNow Senior Technical Consultant will be able to execute all of the duties from each of the technical roles on a ServiceNow team, including: system administrator, quality assurance tester, implementer, and developer as well as make themselves available to provide mentoring to less experienced Technical Consultants.A ServiceNow Senior Technical Consultant demonstrates a proven track record in leading large, multi-developer ServiceNow implementations. They are responsible for leading the successful implementation of various ServiceNow capability stacks through configuration and development of software solutions and services, in a client consulting environment and contribute to platform innovations. They are a true technical leader. This role leads ServiceNow development efforts in a client environment and the Senior Technical Consultant must have a passion for developing real business functionality and quality to customers. Leading and supporting implementations, technical discussions, and inquiries from customers with various technical levels a Senior Technical Consultant skillfully navigates and understands all levels of the ServiceNow platform.They contribute to discussions and development by leveraging best practice and can explain future impacts of technical implementation decisions. They are occasionally called up to assist with defining requirements.

Duties & Responsibilities

• Function as a lead in the development, creation, and modification of general ServiceNow applications and modules with low code / no code functionality
• Apply OOB solutions whenever possible to accomplish client deliverables
• Perform discovery work sessions to determine the solution requirements and produce deliverables, including mock-ups, flows, etc.
• Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications
• Implement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations
• Implement the Core System including integration components (LDAP, Discovery, MID Server, etc.)
• Apply Agile software development practices for customizations to the platform and applications
• Refine requirements and perform integrations with the ServiceNow Integration Hub and web services using SOAP or Rest for components such as Azure, SSO, LDAP, etc.
• Organize and prioritize development effort, interface with vendors and management, and potentially coordinate effort of other technical resources
• Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable
• Effectively manage and execute high level tasks assigned via 'stories'
• Serve as a mentor to junior analysts through project(s) lifecycles and lead by example
• Manages group workload against an often demanding timeline
• Communicates professionally and effectively, through verbal and non-verbal methods with business professionals and clients daily
• Manages multiple projects concurrently
• Working with in a team environment to strive for Implementation Customer Satisfaction scores of 90% or better
• Expected to skillfully present ServiceNow baseline functionality to customers during the scoping phase
• Must be available during business hours for collaboration and other related calls which often require screensharing sessions

Qualifications

Skills Required

• Required: Bachelor's degree or 4+ years related experience as a Technical Consultant
• Required: ServiceNow Certified System Administrator
• Required: ServiceNow Certified Implementation Specialist in at least 2 platform capabilities
• Preferred: ServiceNow Certified Application Developer
• Preferred: ITIL4 Certification (ITIL v3 acceptable)
• 4+ years of ServiceNow Technical Consulting experience
• Deep functional and technical knowledge of the ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, integration, and scripting
• Extensive knowledge and experience using Flow Designer
• Proven skills in integrating ServiceNow with other industry leading tools and applications utilizing Integration Hub or APIs
• Understanding of ITIL concepts and IT Service Management practices (ITIL v4 certification a plus)
• Understanding of Agile based approach to software development (SCRUM experience a plus)
• Follows, supports, and demonstrates understanding of SAIF Methodology
• Ability to work remotely and unsupervised, and to deliver to written requirements
• Effective written and verbal communication skills
• Strong attention to detail and problem solving ability
• Possesses experience in Performance Analytics, Robotic Process Automation & Mobile
• Experience in use case, functional and user acceptance testing
• Ability to write technical documentation in a clear and concise manner
• Experience with web-based programming languages - Angular JS, Java, XML, JSON, HTML, CSS and similar are valuable
• Understanding of relational database concepts is a must (Experience as a DBA, or similar, greatly desired, but not required)
• Domain separation experience is required
• Experience with recent ServiceNow versions

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

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