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ServiceNow Technology Analyst
Posted 1 months ago
Contract •Raleigh, NC
*Summary:*
*\*\*THIS IS A TEMP TO PERM POSITION. After the initial contract engagement, the manager would like to hire the contractor full time. *
*This position is hybrid. The candidate will be required to be onsite three days a week.*
*Job Description*
* Are you eager to start your journey in ServiceNow technology? Join our innovative team at the City of Raleigh's Information Technology Department as a ServiceNow Technology Analyst!
* You will play a key role in supporting and optimizing the ServiceNow platform, with a focus on Customer Service Management (CSM), to enhance the customer experience across various city services. As a technology analyst, you’ll collaborate with technical teams and business users, hands on to configure, maintain, and troubleshoot the ServiceNow system while contributing to impactful projects in a rapidly evolving city recognized for its innovation.
* Duties and Responsibilities
* Assist in supporting the day-to-day operations of the ServiceNow platform, particularly in Customer Service Management (CSM).
* Collaborate with senior analysts, analysts, and stakeholders to gather business requirements, troubleshoot issues, and provide solutions.
* Participate in configuring ServiceNow CSM modules, creating workflows, and improving the customer self-service experience.
* Help with system upgrades, maintenance, and enhancements to ensure platform stability.
* Contribute to troubleshooting and resolving incidents, ensuring timely customer support and issue resolution.
* Work with cross-functional teams to understand how ServiceNow integrates with other city systems.
* Follow IT best practices, including the Software Development Life Cycle (SDLC) and Information Technology Infrastructure Library (ITIL) standards.
*Typical Qualifications*
*Education and Experience:*
* Bachelor’s degree in information technology or a related field, or equivalent experience in IT support, customer service management, or related roles.
*Preferred Qualifications:*
* 1-2 years of hands-on experience with ServiceNow, particularly with Customer Service Management (CSM) or similar modules.
* Familiarity with JavaScript, HTML, CSS, and SQL are a plus.
* Relevant ServiceNow certifications (CIS, CAD) are a plus.
*Knowledge, Skills & Abilities*
* Basic understanding of ServiceNow or similar enterprise systems.
* Willingness to learn and develop skills in ServiceNow configuration, development, and administration.
* Strong communication skills with the ability to translate technical issues into user-friendly solutions.
* Collaborative work style, eager to work with both technical and business teams.
* Problem-solving mindset with a customer-first approach.
* Desire to grow your career in IT service management and platform administration.
*Additional Information*
* The City of Raleigh's IT Department is recognized for its commitment to innovation and excellence in technology. We offer the opportunity to develop your skills and work on cutting-edge projects that impact the lives of nearly 490,000 residents.
* Whether you're just starting your career or looking to grow your experience in the ServiceNow space, Raleigh is the perfect place to learn, contribute, and thrive in a supportive environment. Join a team that values diversity, work-life balance, and continuous improvement!
Job Type: Contract
Pay: $65.00 - $70.00 per hour
Schedule:
* 8 hour shift
People with a criminal record are encouraged to apply
Education:
* Bachelor's (Preferred)
Experience:
* Hands on ServiceNow platform: 2 years (Required)
* Customer Service Management (CSM): 2 years (Required)
* Software troubleshooting & Configuring ServiceNow modules: 2 years (Required)
License/Certification:
* ServiceNow certifications (CIS, CAD) (Preferred)
Ability to Commute:
* Raleigh, NC 27601 (Required)
Work Location: Hybrid remote in Raleigh, NC 27601
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