Senior Information Technology Service Management Consultant

Role: ServiceNow Administrator / ITSM Consultant

Location : Jackson, MS

Hybrid Mode of work

Description of the job functions the contractor will be expected to perform.

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/Experience

Provide the minimum required skills and/or experience the contractor must possess to qualify for this position. These requirements will be transferred to the Score Sheet and candidates without these requirements reflected on their resume will NOT be presented to the manager for consideration .

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/Not Required

Provide any skills/experience that would be helpful for the candidate to possess but not required.

Examples: Previous supervisory experience, WebLogic experience helpful, etc.

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.