Participates in system development activities (i.e.: analysis, design, develop, implement) to meet business needs if appropriate products or services cannot be more cost effectively purchased or identified.
Analyzes business process requirements and prepares detailed structured data flow analysis diagrams, verification of procedures, and database entity relationship diagrams to satisfy new software demands.
Develops and maintains functional and technical specifications via the preparation of detailed flowcharts, tables, reports and other descriptive materials necessary for coding, testing and documenting complex automated systems.
Documents all system development activities in accordance with Agency Software Development Lifecycle and Project Management guidelines.
Schedules work and assists supervisory personnel in assignment of tasks.
Responsible for coding, testing, and supporting highly complex applications to meet customer needs.
Rigorous testing includes coordination with the technical support staff for integration testing to ensure quality products before distribution.
Product support includes analyzing production problems as described by the customer, systems analyst, and/or customer support staff, problem solving to keep the customer’s applications operational and ongoing maintenance and enhancements to software.
Ensures that the system or product is successfully installed and that customers are adequately trained in their use.
Assists trainers and technical support staff in the successful implementation of new software systems.
Trains IT staff in new methods and procedures.
Selected applicants will be part of a team supporting intake and configuration workflows for ServiceNow customer portals as well as manual portal functionality testing for ServiceNow releases.
Excellent communication skills, experience processing requests from a variety of customers, and a previous ServiceNow engagement is required.
Applicants should have direct experience with ServiceNow Knowledge Management or Service Catalog Management.
Preferred candidates will have experience with both processes or have certification in one or both processes.