HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our employee have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Job Description:

This role is essential to ensure the ongoing performance, reliability, and enhancement of our ServiceNow environment. The ideal candidate will bring technical expertise and best practices in ServiceNow administration, development, and support, with the flexibility to help expand the platform in the future.

Scope of Work:

The ServiceNow Administrator/Developer will be responsible for:

System Administration - Serve as the primary administrator for the ServiceNow ITSM module. Monitor system health, performance, and functionality.

Manage user roles, groups, and permissions.

Ensure adherence to platform governance, change control, and development standards.

Break/Fix Support - Troubleshoot and resolve technical issues within the ITSM module. Conduct root cause analysis for incidents and implement permanent fixes. Manage incident and request queues related to ServiceNow issues.

Development & Configuration - Design and configure workflows, forms, fields, business rules, client scripts, UI policies, and service catalog items within the ITSM module.

Develop and maintain integrations with other systems, as needed. Create and maintain reports and dashboards.

Enhancements & Continuous Improvement

Analyze business requirements and propose scalable, secure solutions in the ServiceNow platform. Provide recommendations for improvements and enhancements to existing ITSM workflows and features. Prepare for future module implementations (e.g., Public Sector Digital Services).

Training & Documentation - Create and maintain system documentation and user guides.

Train internal staff on use and capabilities of the ServiceNow ITSM module.

Collaboration & Planning - Serve as liaison between IT leadership, business units, and ServiceNow support/vendor resources. Participate in roadmap discussions and assist in planning future ServiceNow expansions.

Required Skills.

3+ years of experience as a ServiceNow Administrator or Developer. ServiceNow Certified System Administrator (CSA) - Required.

Experience in a public sector or Medicaid environment.

Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.

Strong understanding and hands-on experience with the ITSM module (Incident, Problem, Change, Knowledge, Service Catalog, etc.).

Experience with JavaScript, Glide scripting, and ServiceNow APIs.

Familiarity with ServiceNow update sets, scoped applications, and integrations. Ability to work independently and manage multiple priorities.

Excellent communication and documentation skills.

Preferred Skills:

ServiceNow Certified Application Developer.

Experience in a public sector or Medicaid environment.

Experience preparing a platform for expansion, particularly with Public Sector Digital Services or other ServiceNow modules.

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.

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