ServiceNow Administrator/Developer (Remote but onsite once per quarter)

Job Title: ServiceNow Administrator/Developer (Remote but onsite once per quarter)
Location: Jackson, MS
Duration: up to 5 Years

Job Description:
The Client is seeking an experienced ServiceNow Administrator/Developer to support, administer, and maintain its newly implemented IT Service Management (ITSM) module. This role is essential to ensure the ongoing performance, reliability, and enhancement of our ServiceNow environment. The ideal candidate will bring
technical expertise and best practices in ServiceNow administration, development, and support, with the flexibility to help expand the platform in the future.

The ServiceNow Administrator/Developer will be responsible for:

System Administration

• Serve as the primary administrator for the ServiceNow ITSM module.
• Monitor system health, performance, and functionality.
• Manage user roles, groups, and permissions.
• Ensure adherence to platform governance, change control, and development standards.

Break/Fix Support

• Troubleshoot and resolve technical issues within the ITSM module.
• Conduct root cause analysis for incidents and implement permanent fixes.
• Manage incident and request queues related to ServiceNow issues.

Development & Configuration

• Design and configure workflows, forms, fields, business rules, client scripts, UI policies, and service catalog items within the ITSM module.
• Develop and maintain integration with other systems, as needed.
• Create and maintain reports and dashboards.
• Enhancements & Continuous Improvement
• Analyze business requirements and propose scalable, secure solutions on the ServiceNow platform.
• Provide recommendations for improvements and enhancements to existing ITSM workflows and features.
• Prepare for future module implementations (e.g., Public Sector Digital Services).

Training & Documentation

• Create and maintain system documentation and user guides.
• Train internal staff on use and capabilities of the ServiceNow ITSM module.

Collaboration & Planning 

• Serve as liaison between IT leadership, business units, and ServiceNow support/vendor resources.
• Participate in roadmap discussions and assist in planning future ServiceNow expansions.

Required Skills/Experience:

• 3+ years of experience as a ServiceNow Administrator or Developer.
• ServiceNow Certified System Administrator (CSA) – Required.
• Experience in a public sector or Medicaid environment.
• Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.
• Strong understanding and hands-on experience with the ITSM module (Incident, Problem, Change, Knowledge, Service Catalog, etc.).
• Experience with JavaScript, Glide scripting, and ServiceNow APIs.
• Familiarity with ServiceNow update sets, scoped applications, and integrations.
• Ability to work independently and manage multiple priorities.
• Excellent communication and documentation skills.

Preferred Skills/Experience:

• ServiceNow Certified Application Developer.
• Experience in a public sector or Medicaid environment.
• Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.