Job ID: NC-751726 

Hybrid/Local ServiceNow Developer (CIS/CAD) with JavaScript, SQL, CSM, troubleshoot, ITIL experience

Location: Raleigh NC (CoR-IT)
Duration: 7 Months
Position: 1(2)
This position is hybrid. The candidate will be required to be onsite three days a week.

Skills:
hands-on experience with ServiceNow, particularly with Customer Service Management (CSM) or similar modules. Required 2 Years
Familiarity with JavaScript, HTML, CSS, and SQL Required 2 Years
Experience gathering business requirements, troubleshoot issues, and provide solutions. Required 2 Years
Experience configuring ServiceNow CSM modules, creating workflows, and improving the customer self-service experience. Required 2 Years
Experience with system upgrades, maintenance, and enhancements to ensure platform stability. Required 2 Years
Relevant ServiceNow certifications (CIS, CAD) are a plus Highly desired

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!