The Mobile and Remote Access (MRA) Division manages the Department of State's Mobile Device Management (MDM) solutions with 40,000+ mobile devices both domestically and overseas. To further the Department's excellence in the mobile space, the Department has initiated an Enterprise Mobile Device Lifecycle Management program and has deployed a telecom expense management system (TEMS) – MobiChord – that enables the Department to provide end-to-end mobile device lifecycle management processes – asset and configuration management, ordering, provisioning, billing, and reporting. A key component of MobiChord is its integration with ServiceNow, which provides the capability to provide end-to-end mobile device lifecycle management processes. The ServiceNow Administrator will be an integral part of a small team who will focus on the design, development, configuration, testing, and deployment of Service Now modules that will integrate with MobiChord and other Department COTS products. This critical program will require the expertise of a ServiceNow Admin specifically to support building, requirements gathering, data analysis/modeling, testing and QA of ServiceNow and its integration with both MobiChord, MDM platforms, and other COTS products. Ultimately, a fulfillment and ticketing system will also be built of this platform. The ServiceNow Administrator will augment a larger Mobile Engineering Team with MRA and its ability to support customers via the new TEMS solution and ServiceNow ticketing solution.
Description of Duties:
The successful candidate will:
Configure and deploy ServiceNow workflows based on team direction
Provide requirements analysis/gathering per ServiceNow Architect direction
Conduct thorough testing and QA of MobiChord & ServiceNow modules
Translate requirements into documents that capture business flows, mock-ups, use cases etc
Create test documents, plans, and scenarios in support of testing across Development, QA, and Production environments
Perform data analysis/modeling using large data sets to help support the design and development of customized GUIs/dashboards
Recommend AND implement system/software design improvements and enhancements
Participate in document and test reviews and refine designs for usability, review testing scenarios and refine test cases to ensure applications quality and work with users to review test results to ensure they meet expected results
Research and evaluate alternative solutions, as requested, and recommend the most efficient and cost effective solutions.
Support and coordinate scheduling and execution of releases, product upgrades, and new technology deployments.
Evaluate new features and produce comprehensive analysis and recommendations.
Perform and participate in product roadmap planning, participate in disaster recovery planning and testing, etc.
ServiceNow Administrator Certification and minimum of 2 years experience with ServiceNow
Bachelor degree and 9 years of experience in an information technology related discipline
Experience with system/software engineering lifecycle principles, translating requirements into functional and technical solutions, application implementation and support, enterprise monitoring
Experience working with large data sets and performing data analysis/modeling to help facilitate and inform management decisions
Familiarity with IT Service Management, Asset and Configuration Management and ITILÒ practices.
Demonstrated ability to collaborate and communicate (verbal and written) effectively within a small team environment
Strong familiarity and working knowledge of ServiceNow Suite of tools (Service Catalog, Service Portal, Reports, Incident and Knowledge Base)
Familiarity with Remedy or other similar platforms desirable
Familiarity with US government network environments and policies (data and voice networks, IT security systems, policies and procedures).
ServiceNow Developer a plus
ITIL ® Foundation certification a plus
Clearance Requirement: Interim/Active Secret Clearance
Full Time/Part Time: Full Time
Work Location: Springfield, VA with flexibility to travel to Washington D.C. for customer meetings/presentations
U.S Citizenship Required? Yes
Travel % Required: Occasional travel (less than 10%) may be required within the Washington, DC Metro area.
Supervisory? (Yes/No): No
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