Technical Specialist (ServiceNow)
Job Description
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 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 QualificationsEducation 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.
