GDIT is seeking a ServiceNow Expert/Architect to join our program in support of the National Institute of Health (NIH), Computer Information Technology, and support program. This ServiceNow Developer role will focus on support of NIH’s instance of ServiceNow and each stakeholder that uses this system. Daily activities will include management and configuration of ServiceNow applications and modules, product development, and some system administration tasks. As part of this role, the ideal candidate will possess an understanding of ServiceNow scripts and will be able to utilize them proficiently. This is part of a large initiative for the NIH where GDIT has the primary responsibility of supporting the centralized IT Services, Management and CDMB efforts across the enterprise using Agile and ITIL best practices.
You will also regularly engage with ServiceNow administrators and developers at other NIH organizations to ensure proper and continual handoff between systems, or to support global challenges that require coordination. Development of NIH’s ServiceNow instance, including all sub-modules, is a major part of this role, and subsequent maintenance and adjustments to the product are expected.
Position is for full time employment with GDIT and will be based at the NIH client site in Bethesda, MD office on Rock Spring Drive.
Serves as a solution architect for implementations, customizations and integrations of NIH, CIT ServiceNow implementation.
Participates and manages development efforts pertaining to multiple sub-modules of the ServiceNow platform, including support for newly developed modules and major releases
Participates in the collection and implementation of tool requirements and investigates as necessary to determine the best solution or configuration options available based on the specific requirement
Maintains NIH’s instance of ServiceNow including routine changes or configuration adjustments as directed by the customer
Plans and manages meetings as needed to solicit feedback from stakeholders regarding various modules of the tool whenever change is warranted or requested
Manages accounts/groups and their memberships within ServiceNow
Coordinates with CIT's ServiceNow development team on changes to the product baseline to ensure continued interoperability between integrated systems
Designs and develops reporting models to meet business needs
Develops ad hoc reports to support business decisions
Develops customized ServiceNow ticket reports
Contributes to design of data warehouse solutions
Develops reporting solutions to support Business Intelligence gathering
Creates reports to provide system details for SLA support
Recommends report types based on stakeholder requirements
Supports users on reporting and usage of interactive reporting tools
Designs report layout and determines best way to offer data to users
Oversees reports and deliverables complying with contract and program timelines
Develops queries to extract data for user needs
Tests reports and uses problem solving skills to determine problems' root cause and suggest solutions with users
Records limits, sort order, scripts and relevant data to document report logic and operations
Discusses with staff, users and management to develop requirements to create new report or revise current report
Other duties as assigned
Bachelor's Degree in Business, Architecting, Computer Science, Information Systems and 15 + years of experience or equivalent work experience
Minimum of 3 year hands-on experience designing, developing, maintaining or administering 1 or more ServiceNow instances
Certified ServiceNow Administrator
4+ years of progressive experience in managing, directing, and implementing information technology projects.
Strong written and oral communications required
Experience with one or more reporting tools e.g. ServiceNow, Tableau, SQL Crystal Reports, Business Objects, Cognos BI, IntelliVIEW, Excel Pivot Tables, look ups etc.
Experience customizing reports from ticketing systems, within ServiceNow
Experience developing reports from data residing in relational databases
Understanding of IT service management and common service level agreement measurements
Highly effective teamwork and collaboration skills
Demonstrated ability to communicate orally and in writing
Must possess strong organizational skills and strong interpersonal skills to effectively relate to agency and customer needs.
Established documentation skills
ITIL foundations certification or ability to obtain certification within 3 months
Experience designing data warehouse and using for reporting source
Experience designing and developing dashboards and charts from data source(s)
Experience analyzing data in reports to identify trends
Familiarity with Windows performance monitoring and event logging tools
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.