at Illinois Department of Innovation & Technology in Springfield, Illinois, United States
Job Description
30% Under general direction, serves as a ServiceNow System Administrator for the Department of Innovation & Technology (DoIT):
- Performs difficult and specialized professional work providing day-to-day ServiceNow System Administration, design, development, and implementation of IT Service Management (ITSM), IT Strategic Portfolio Management (SPM), SecOps (Security, IRM, BCM) solutions using system development lifecycle (SDLC) processes with special focus on Agile development.
- Participates in Agile development releases utilizing sprints and has good experience in utilizing Agile development principles.
- Maintains ServiceNow foundation data.
- Provides ServiceNow application and user support.
- Collaborates with ServiceNow technicians for resolving ServiceNow cases entered in Hi Porta.
- Develops, recommends, and documents new procedures and techniques to improve the effectiveness of ServiceNow ITSM, SPM and Sec Ops workstreams.
- Develops work plans for each phase of a project and completes required outputs.
- Follows agency adopted system design methodology to ensure the integrity of ServiceNow workstreams and modules during maintenance/enhancement activities to meet required standards of security, efficiency, and scope of the specific initiatives.
- Performs scripting of average complexity in ServiceNow and efficiently troubleshoots existing scripts.
- Conducts feasibility studies and develops supporting documents for enhancements and ServiceNow Integration with other systems.
- Performs application development/support and applies systems analysis methodologies in the development and preparation of general design, detail design, and program specifications documentation.
- Utilizes system development life cycle (SDLC) processes, programming capabilities, database application development, MS Office Suite, MS Visio, JavaScript, Ajax Query, Jelly Scripts, AngularJS, XML, HTML, CSS, SQL Server, SOA, web services (SOAP, REST), and Active Directory to perform these duties.
25% Confers with users to determine technical requirements, conducts and coordinates technical research and systems analysis to create system designs:
- Conducts meetings with product owners, process owners, and other team members to gather, analyze, and elaborate requirements for system enhancements.
- Participates in meetings and represents systems team (acts as single point of contact) in initiatives conducted by ServiceNow vendors.
- Performs program development including analysis, design, and coding.
- Performs system analysis by charting process flow and by performing specification writing, coding, testing, audit trails, control procedures, and fine-tuning.
- Prepares testing specifications for new or modified programs/systems and user interface for new or modified programs/systems.
- Performs testing ensuring logic paths are tested.
- Evaluates test results to verify conformance with program objectives.
- Prepares user, operation, and application documentation.
- Follows the agency’s adopted system design methodology to ensure each system/sub-system meets the required standards of security, efficiency, and scope of the specific project.
20% Analyzes and recommends new procedures and techniques to improve the supported application systems and/or sub-systems:
- Adheres to the adopted methodology standards to ensure integrity of the ServiceNow platform during maintenance and enhancement activities.
Essential Functions (continued)
10% Serves as a member of the team responsible for support for scheduled and remedial maintenance to the assigned applications:
- Maintains ServiceNow jobs and job schedules, troubleshooting for errors.
- Reviews history of processed jobs and responds appropriately to any abnormal completion status.
10% Keeps abreast of new developments in the Information Technology field:
- Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
- Attends demonstrations and exhibitions related to assigned operations.
5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.
