The candidate must come in to pick up his or her equipment on the first day at own expense.

There will be times when this position will be required for on-site meetings in the Raleigh area, but most of the work will be remote. The candidate will need to reside in North Carolina, preferably within commuting distance to Raleigh.

Job Title: ServiceNow Customer Administrator

Start Date: 01/13/2025

End Date: 02/06/2026

Location: Raleigh, NC

Agency Interview Type: Either Webcam Interview or In Person

Description:

The ServiceNow customer system administrator role is technical in nature and dedicated to the basic administration and overall health of the ServiceNow platform.

Required / Desired Skills:

• Proven ServiceNow implementation experience Required

• Web applications, networks, protocols and email (SMTP, POP3) Required

• Basic understanding of ITIL v3 methodologies Required

• Understanding of enterprise IT architecture Required

• Working knowledge of relational databases Required

• Experience with database manipulation via a programming language Required

• Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP, etc.) Required

• Impeccable time-management and record keeping Required

• The ability to take complex end-user requirements to code Required

• A positive can-do attitude & willingness to learn Required

• A strong personal commitment to quality service Required

• The ability to work independently and with a team Required

• LDAP directories, such as: Active Directory, eDirectory, OpenLDAP. Highly desired 2 Years

• Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0. Highly desired 2 Years

• Web Services integrations Highly desired 2 Years

• Excellent communication Required 5 Years

The ideal candidate will have proven implementation experience, a background in the IT Infrastructure Library (ITIL) business process, and working knowledge of IT operations. Past work experience with industry leading providers of help desk, IT service management, asset management, network and systems management or similar technologies a definite plus. The system administrators will perform fundamental administration and configuration tasks in the ServiceNow instance including, but not limited to, standard configuration, user administration, security, workflow, date management, and integrations. This role will manage the ServiceNow release cycle three times per year and is dedicated to working directly with ServiceNow application.

Responsibilities:

• Personalize and create forms and fields

• Create new applications, modules, and tables

• Activate a plug-in

• Build reports, gauges, and homepages

• Set up Service Level Agreements (SLAs) and monitor SLA workflows

• Create and track Service Catalog requests, and items with variables

• Create, monitor, modify, and publish Service Catalog workflows with approvals

• Follow the notification process back to the Business Rule

• Import data into the instance

• Create and use update sets to facilitate moving customizations between your instances

• Search, populate, and customize the Knowledge Base

• Create an Access Control Rule (ACL)

• Create global controls for attachments and cookies

• Custom scripting

• Build third party software integrations

• Answering "how to" technical and application configuration questions

• Aiding in translating business requirements into technical requirements

• Facilitating roll out of new applications and modules

• Manage the ServiceNow system upgrades that occur three times per year

• Assisting in troubleshooting patch / release management issues