Job description

The ServiceNow Administrator/Developer is a hybrid role responsible for both platform operations and technical solution development within the ServiceNow environment. Under the general supervision of the Application Systems Manager, this position maintains the stability, reliability, and compliance of the platform while delivering enhancements, automations, and low- to medium-complexity development features. This job class is treated as FLSA Exempt. FLSA Exempt. Essential Functions : Essential functions may vary among positions and may include the following tasks and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification. ServiceNow Application Configuration and Delivery: • Requirements Gathering: Collaborates with business stakeholders and process owners to document technical requirements for ServiceNow applications, enhancements, and integrations. Translates business requirements into technical specifications and development tasks aligned with ServiceNow platform’s best practices. • Platform Architecture, Design, and Configuration: Designs and develops scalable solutions using platform capabilities including custom applications, server-side and client-side scripting (Business Rules, Script Includes, Client Scripts, UI Policies), Flow Designer automations, and REST/SOAP integrations. Ensures solutions follow ServiceNow development standards and are maintainable and upgrade safe. • Solution Evaluation and Enablement: Evaluates ServiceNow features, plugins, and platform capabilities to determine best-fit solutions, ensuring configurations align with organizational standards and long-term platform strategy. • Data Management and Migration: Develops and maintains data integration and migration processes using ServiceNow Import Sets, Transform Maps, Integration Hub, and APIs, ensuring compliance with organizational data governance standards and platform controls. • Testing and Validation: Develops and executes test cases to validate configurations and enhancements, ensuring functional, technical, and regression testing is completed prior to deployment. • Implementation and Release Management: Supports the deployment of ServiceNow solutions using update sets, participates in change management and release planning processes, and coordinates deployments across Development, Test, and Production environments. • Transition to Operational Support: Produces technical documentation, code documentation, and knowledge transfer materials to ensure developed applications and enhancements transition smoothly into operational support and long-term platform maintenance. ServiceNow System Administrator: • Manage users, groups, roles, and access control. • Maintain the ServiceNow instance (upgrades, patches, health monitoring). • Configure basic workflows, UI policies, business rules, catalog items, and forms. • Troubleshoot incidents and assign higher-level fixes to developers. • Maintain CMDB data quality and discovery schedules (if applicable). • Support integrations at a configuration level (MID server, connection testing). ServiceNow Developer: • Develop custom applications, workflows, scripting (client scripts, server scripts). • Build integrations (REST/SOAP APIs, IntegrationHub, web services). • Create catalog items, portal pages, and custom UI components. • Implement automation such as Flow Designer and business rules. • Support module deployments (ITSM, ITAM, ITOM, HRSD, SecOps, etc.). • Document solutions and follow SDLC best practices (Git, ATF, pipelines). Application Support: • Client Management: Maintains customer and client relationships in a professional and respectful manner. • Vendor Management: Maintains vendor relationships in a professional manner. Conducts quarterly reviews of vendor performance. • Incident Management: Monitors production system incidents and ensures issues are resolved in accordance with established service level agreements. • Service Request Management: Ensures service requests are designed, developed, tested and implemented in accordance with departmental standards meeting the agreed upon service level agreement. • Application Currency: Monitors and reviews supported applications to keep abreast of releases and upgrades to ensure that the production version of the supported system meets the department currency policies, procedures and controls. • Change Management: Ensures all production changes are made in accordance with the department Change control policies, procedures and controls. • Troubleshooting and Root Cause Analysis: Decomposes and analyzes incidents to identify the root cause and implement controls to prevent or mitigate reoccurrence. • Training : Plans and manages end-user training for Commercial Off-The-Shelf (COTS) application systems. Develops end-user training plans that may require vendor contracts or teaching end-user training courses. • Security : Support Cybersecurity penetration testing in remediation of findings and yearly application account audit process. Mentoring: • Peer Reviews : Conducts peer reviews of other Application Analysts work products to ensure quality and completeness. • Provides guidance and constructive feedback to the Application Systems Analyst Level I so they attain the technical and customer service skills along with experience necessary to perform independently and further develop knowledge and skills in their domain. Project Management: • Operational Project Management: Serves as the Project Manager on operational projects. Responsibilities include, but are not limited to, developing and maintaining project schedules, and supporting project team members. Coordinating tasks and resolving issues encountered with various technical divisions. • Project Role Fulfillment: Fulfills Design/Configuration, Testing, Release, and User Education roles on projects managed by the Project Management Office (PMO). Contract Management: • Software Support : Reviews and manages software support to ensure that systems are covered by adequate vendor support. Miscellaneous : • Performs other job-related duties as assigned by the Application Systems Manager, Assistant IT Director (Application Systems) or IT Director. Knowledge, Abilities, Skills and Other Characteristics: • Knowledge of the history, culture, laws, customs and traditions of the SRPMIC. • Knowledge of various project management and software methodologies • Knowledge assessing current-state business workflows, needs, and procedures. • Knowledge evaluating Commercial Off-The-Shelf (COTS) application systems to meet user expectations. • Knowledge of ServiceNow Platform Administration: core ServiceNow modules (e.g., ITSM, CMDB, Service Catalog) including user/group management, roles, forms, lists, UI policies, business rules, and client scripts. • Knowledge of developing and customizing ServiceNow applications using server-side and client-side scripting including Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions. • Skilled in managing ServiceNow CMDB, reference fields, data imports, transform maps, update sets, and environment promotions. • Skilled in ServiceNow Security & Access Control (ACLs): Strong understanding of Access Control Lists (ACLs), including table and field level security, role conditions, scripted ACLs, and troubleshooting access-related issues using security diagnostics. • Skilled in communicating effectively both verbally and in writing with all levels of the organization. • Skilled in developing IT Department ServiceNow standards, policies, practices and procedures • Skilled in debugging scripts, analyzing system logs, performing root cause analysis, and supporting testing activities including unit and regression testing. • Skilled proficiency in JavaScript and familiarity with web technologies such as HTML, CSS, and REST/SOAP APIs used within the ServiceNow platform. • Skilled in developing integrations using REST/SOAP APIs, Integration Hub, MID Server, and data import tools such as Import Sets and Transform Maps. • Ability to configure and maintain ServiceNow workflows, Flow Designer automations, approvals, notifications, and SLA definitions to support business processes. • Ability to design and develop automated processes using Flow Designer, Scripted APIs, and platform workflows. • Ability to troubleshoot platform issues, perform root cause analysis, test configurations, and support production incidents and enhancements. • Ability to Document solutions and follow SDLC best practices (Git, ATF, pipelines) • Ability to work with stakeholders and developers and maintain clear technical documentation and platform standards. • Ability to accurately diagnose application related problems and take appropriate, timely and accurate corrective action. • Ability to interact with computer users at all levels including either one-to-one or classroom environment. • Ability to work independently and as an effective and productive team member. • Ability to seek job knowledge through own initiative. • Ability to handle multiple projects simultaneously and use good judgment in prioritizing work assignments. • Ability to keep current on new technology and expose customers and fellow team members to new tools and technologies. Education: A bachelor’s degree from an accredited college or university in Information Systems, Management Information Systems, Computer Science, Software Engineering or related discipline Required Certifications: • ServiceNow Certified System Administrator (CSA) certification with the most recent Delta completed (if applicable). • ServiceNow Certified Application Developer (CAD) certification with the most recent Delta completed (if applicable). Preferred micro certifications but not required: • Configure the CMDB • CMDB Health • Flow Designer • Automated Test Framework (ATF) • Service Portal • Performance Analytics • Strategic Portfolio Management (SPM) Fundamentals • Hardware Asset Management (HAM) Fundamentals • Software Asset Management (SAM) Fundamentals Experience: Five (5) years’ experience providing technical leadership in the third-party off-the-shelf software selection, implementation and support. • Five (5) years demonstrated expertise performing the following tasks: • ServiceNow Administrator and/or Development • Application Support • Three (3) years of demonstrated expertise performing the following tasks: • Project Management • Business Process Analysis • Creating ServiceNow Dashboards and Reports • Training • Equivalency: Any equivalent combination of education and experience that will allow the applicant to satisfactorily perform the duties of the job may be considered. Special Requirements : May be required to work beyond normal work hours including nights, weekends and holidays. • Must possess and maintain a valid Arizona Driver’s License • May be required to work beyond normal work hours including nights, weekends and holidays. • May be required to receive and maintain a Salt River Pima-Maricopa Indian Community, Community Regulatory License and State Certification (ADOG). • Employees in, and applicants applying for, jobs providing direct services to children are subject to the “Community Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children” and completion of a background check every five (5) years. Prior to hiring as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check. "SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified : Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate. In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission). Documents may be submitted by one of the following methods: 1) attach to application 2) fax (480) 362-5860 3) mail or hand deliver to Human Resources. 4) email to HRRecruitment@SRPMIC-nsn.gov Documentation must be received by position closing date. The IHS/BIA Form-4432 is not accepted . Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.

Requirements

Must-haves

FLSA Exempt.
Testing and Validation: Develops and executes test cases to validate configurations and enhancements, ensuring functional, technical, and regression testing is completed prior to deployment.
ServiceNow System Administrator: • Manage users, groups, roles, and access control.
Maintain the ServiceNow instance (upgrades, patches, health monitoring).
Configure basic workflows, UI policies, business rules, catalog items, and forms.
Troubleshoot incidents and assign higher-level fixes to developers.
Maintain CMDB data quality and discovery schedules (if applicable).
Support integrations at a configuration level (MID server, connection testing).
ServiceNow Developer: • Develop custom applications, workflows, scripting (client scripts, server scripts).
Build integrations (REST/SOAP APIs, IntegrationHub, web services).
Create catalog items, portal pages, and custom UI components.
Implement automation such as Flow Designer and business rules.
Support module deployments (ITSM, ITAM, ITOM, HRSD, SecOps, etc.).
Document solutions and follow SDLC best practices (Git, ATF, pipelines).
Application Support: • Client Management: Maintains customer and client relationships in a professional and respectful manner.
Vendor Management: Maintains vendor relationships in a professional manner. Conducts quarterly reviews of vendor performance.
Incident Management: Monitors production system incidents and ensures issues are resolved in accordance with established service level agreements.
Service Request Management: Ensures service requests are designed, developed, tested and implemented in accordance with departmental standards meeting the agreed upon service level agreement.
Change Management: Ensures all production changes are made in accordance with the department Change control policies, procedures and controls.
Troubleshooting and Root Cause Analysis: Decomposes and analyzes incidents to identify the root cause and implement controls to prevent or mitigate reoccurrence.
Training : Plans and manages end-user training for Commercial Off-The-Shelf (COTS) application systems. Develops end-user training plans that may require vendor contracts or teaching end-user training courses.
Security : Support Cybersecurity penetration testing in remediation of findings and yearly application account audit process.
Mentoring: • Peer Reviews : Conducts peer reviews of other Application Analysts work products to ensure quality and completeness.

Nice-to-haves

Preferred micro certifications but not required: • Configure the CMDB

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

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Benefits

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