ServiceNow Support Specialist

MINDBANK JOB OPENING

Job Title:                    ServiceNow Support Role

Job Type:                   W2 Contractor for Mindbank only; this is not a Corp-to-Corp job; it is not a
                                    1099 job- no third parties; only applicants that can work directly for Mindbank.

Job Pay:                     $136,000 to $167,000

Location:                    Remote on the East Coast or Central Time Only.

Work Permit:             or work permit required for this job.

Period of Performance:   6 months if performance is good will be extended.

Job Description ServiceNow Support position

We are seeking a hands-on ServiceNow resource to support continued buildout of our ServiceNow environment, with a focus on CSM capabilities, portals, forms, workflows, approvals, dashboards, and related platform functionality. This person should be able to design and implement solutions leveraging their knowledge of ServiceNow best practices and practical platform options.

Required Qualifications

·       At least Four (4) years of experience with the ServiceNow platform as an administrator/developer, including hands-on configuration, development, troubleshooting, and implementation.

·       Active/Current ServiceNow CSA or higher certification; ServiceNow CSM certification or equivalent hands-on CSM implementation experience preferred.

·       Experience with ServiceNow Customer Service Management, including case management, portals, forms, workflows, approvals, dashboards, reporting, and user/requester, Employee Center/Portal, Service Catalog, ITSM, ITOM, CMDB, and Asset Management.

·       Experience in ServiceNow development and configuration, including Glide, Business Rules, Client Scripts, UI Policies, Flow Designer, ACLs, Script Includes, UI Scripts, APIs, scoped Applications, workflows, approvals, notifications, routing, and dashboard/reporting configuration.

·       Strong understanding of ServiceNow application architecture, including scoped application development, application boundaries, cross-scope privilege management, and secure application design.

·       Experience implementing and maintaining advanced data separation strategies, including role-based access controls (RBAC), ACL design, least-privilege security models, and data governance best practices.

·       Attention to detail and the ability to gather stakeholder business requirements and translate them into scalable, maintainable technical solutions.

·       Produce tangible deliverables, including requirements specifications, technical designs, implementation documentation, and project objectives within predetermined timelines.

·       Proficiency in troubleshooting, debugging, error log analysis, performance optimization, and researching solutions.

Desired Qualifications

·       Experience integrating ServiceNow with external systems using REST/SOAP APIs and Integration Hub.

·       Experience with HTML, CSS, SQL, JavaScript, XML, and JSON.

·       Experience supporting Utah release or higher ServiceNow instances.

·       Ability to analyze, identify, troubleshoot, and resolve defects across platform components and integrations.

·       Experience with CMDB governance, Service Mapping, Discovery, and Configuration Management best practices.

·       Experience with Virtual Agent, Conversational Experiences, and chatbot development.

·       Ability to determine upgrade and enhancement parameters and execute comprehensive testing plans to ensure solutions are properly validated and debugged.

·       Experience documenting processes, configuration decisions, technical procedures, testing results, and operational runbooks.

·       Must be able to work effectively within a remote team environment and have proven remote work experience.

·       Creative thinker capable of designing innovative solutions while adhering to standard, scalable, and maintainable ServiceNow platform practices.

·       Ability to prioritize, assess, and present options based on timelines, scope, risk, licensing, cost considerations, and long-term maintainability.

·       Ability to communicate effectively through documentation, presentations, email, and discussions with technical teams, leadership, and stakeholders.

·       Demonstrated willingness to share knowledge, mentor team members, and collaborate across functions.

·       Proficiency with Microsoft Office Suite and related collaboration technologies.