LAUSD - 202501 - ServiceNow ITSM Developer

Description :

Minimum Qualifications :

• Three () years of hands-on experience in implementing and configuring ServiceNow ITSM, including participation in at least one full cycle implementation.
• ServiceNow Certified Implementation Specialist in ITSM

A. GENERAL

The Los Angeles Unified School District seeks qualified proposers to provide ServiceNow ITSM developer resource to augment LAUSD ServiceNow team in the implementation IT Service Management (ITSM).

LAUSD has implemented ServiceNow CSM module and will expand to use of ServiceNow ITSM to manage IT related services. This includes setup and configure ServiceNow ITSM and migrate configurations, user access, templates, workflow, service catalog, etc.

from an existing ITSM system. LAUSD intends to use the results of this solicitation process to award a work order to the responsive / responsible proposer.

The proposed work order will require one or more hybrid resources.

B. REQUIREMENTS

Basis Resource

Desired Qualifications

Extensive knowledge of JavaScript

Familiarity with UI, SQL, HTML and CSS

Knowledge of XML and structural programming concepts

Knowledge of ITIL processes

Experience in developing ServiceNow report

Experience in ServiceNow Playbook development

Experience in inbound and outbound data exchange development between ServiceNow and other systems via API (REST and SOAP)

Familiar with Remedy ITSM, Microsoft PowerBI, ServiceNow CSM, ServiceNow, NowAssist is preferable

Scope of Services

Develop ServiceNow ITSM technical implementation and migration plan

Install, configure and customize the ServiceNow ITSM platform (business rules, UI policies, workflow, playbook, to align with requirements

Migrate configurations, user access, service requests, incident, workorder, change requests from an existing system to ServiceNow ITSM

Configure integrations between ServiceNow and other systems to enable seamless communication and data exchange using APIs and data load

Create reports for ITSM data in ServiceNow and Microsoft PowerBI

Review current LAUSD ServiceNow CSM setup and assist with troubleshooting issues

Analyzes system performance and adjusts various tuning parameters or code for best performance

Performs unit test, UAT, stress test scenarios with technical staff

Implement on-going enhancements requests

C. WORK SCHEDULE

The resource(s) shall be available to begin work upon full execution of the agreement. Standard work hours will be Monday through Friday between : AM to : PM PT, unless other arrangements are mutually agreed upon.

The actual schedule may be adjusted based on project needs by the sponsor.

D. OTHERS

For the duration of the project, the proposed firm and / or resource are expected to bring their own laptop computer equipped with appropriate project management tools such as MS Word, Excel, SharePoint, etc.

A performance review will be conducted by the District to ensure services are performed satisfactorily by the Contractor and its resource.

Contractor will be notified by the District of their performance. If the review is unsatisfactory, the contractor will be required to submit a corrective action plan to address the deficiencies.

If the performance is not improved, the contract will not be renewed, and the option years will not be exercised.