ServiceNow System Administrator (INFORMATION SYSTEMS ANALYST I Option A)

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as a ServiceNow System Administrator performing 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. In this role you will confer with users to determine technical requirements and conduct and coordinate in-depth technical research and systems analysis to create system designs. In addition, you will analyze and recommend new procedures and techniques to improve the supported application systems and/or sub-systems. This position also serves as a member of the team responsible for support for scheduled and remedial maintenance to the assigned applications. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!

As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans
• Flexible work schedules (when available and dependent upon position)
• 10 -25 days of paid vacation time annually (10 days for first year of state employment)
• 12 days of paid sick time annually which carryover year to year
• 3 paid personal business days per year
• 13-14 paid holidays per year dependent on election years
• 12 weeks of paid parental leave
• Pension plan through the State Employees Retirement System
• Deferred Compensation Program – voluntary supplemental retirement plan
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

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.

Minimum Qualifications

1.    Requires knowledge, skill and mental development equivalent to four (4) years of college with course work in computer science or directly related field.
2.    Requires one (1) year of professional experience in application services or a related Information Technology field.
 

Specialized Skills

1.    Requires one (1) year of professional experience in ServiceNow system administration including IT Service Management (ITSM), ServiceNow IT Strategic Portfolio Management (SPM), or ServiceNow Security and Operations (SIR, IRM, BCM).
2.    Requires one (1) year of professional experience with System Development Life Cycle (SDLC) processing.

Preferred Qualifications (In Order of Significance)

1.    One (1) year of professional experience in ServiceNow IT Service Management (ITSM), ServiceNow IT Strategic Portfolio Management (SPM), or ServiceNow Security and Operations (SIR, IRM, BCM).
2.    One (1) year of professional experience with System Development Life Cycle (SDLC) processing.
3.    One (1) year of professional experience in Software Agile Development Principles. 
4.    One (1) year of professional experience in programming capabilities and database application development.
5.    One (1) year of professional experience in Service Oriented Architecture (SOA) and web services integration (SOAP, REST).
6.    One (1) year of professional experience in Active Directory, JavaScript, HTML, XML, AngularJS, CSS, Microsoft Office Suite and Visio

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position. 
1.    Requires the ability to verify identity
2.    Requires employment authorization to accept permanent full-time position with the State of Illinois
3.    Requires the ability to pass a position specific, agency required background check.
4.    Requires self-disclosure of criminal history
5.    Requires the ability to work overtime including scheduled, unscheduled, short notice, evenings, weekends and holidays
6.    Requires the ability to work outside of normal hours to meet deadlines
7.    Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc. 
8.    Requires the ability to attend seminars, conferences and training to remain current on methods, tools, ideologies or other industry related topics relevant to job duties
9.    Requires the ability to lift and carry objects or equipment weighing up to 10 pounds. This is considered sedentary work as defined by the U.S. Department of Labor (20 CFR 404.1567(a)). Sedentary work involves lifting no more than 10 pounds at a time and requires occasional lifting, carrying, walking, and standing.  

The conditions of employment listed are incorporated and/or related to any duties included in the position description.