Job Description

Technical Specialist Junior

Raleigh NC (Hybrid)

Note

• THIS IS A TEMP TO PERM POSITION.
• After the initial contract engagement the manager would like to hire the contractor full time.
• Only candidates available to work full time without sponsorship will be considered for this position.
  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 Raleighs 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 youll 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 daytoday 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 selfservice 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 crossfunctional 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:
• Bachelors degree in information technology or a related field or equivalent experience in IT support customer service management or related roles.

Preferred Qualifications:

• 12 years of handson 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 userfriendly solutions.
• Collaborative work style eager to work with both technical and business teams.
• Problemsolving mindset with a customerfirst approach.
• Desire to grow your career in IT service management and platform administration.

Additional Information

• The City of Raleighs IT Department is recognized for its commitment to innovation and excellence in technology. We offer the opportunity to develop your skills and work on cuttingedge projects that impact the lives of nearly 490000 residents.
• Whether youre 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 worklife balance and continuous improvement!

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