IT Analyst III - ServiceNow

Job Description

The Division of Technology Services is hiring for an IT Analyst III (Developer) for the ServiceNow team. We are looking for the ideal candidate to join our growing and rapidly evolving team, who is forward-thinking and ready to engage with the newly emerging technology implementation for ServiceNow at the State of Utah.

The ideal candidate will : Have experience in ServiceNow. Provide leadership and governance of the Software Development Life Cycle (SDLC), including the development and improvement of processes, standards, and training that will result in predictable, high-quality delivery of IT solutions to the organization.

Implements ServiceNow product features in adherence with leading practices. Designs and develops software solutions using ServiceNow platform capabilities, including the use of in-platform development tools and JavaScript.

Integrates other systems with the ServiceNow platform using common web services concepts and practices to provide collaboration among fulfillment groups.

Meets with department teams and core business units across the Enterprise to solve project delivery and process issues on related IT solutions.

Coaches and mentors IT associates, leadership, and business partners on service delivery methodologies and processes. Provide engineering support for escalated issues from fulfillment teams and business units.

Performs analysis and reports on trending Key Performance Indicators (KPIs) and metrics in support of process execution to yield better outcomes for State of Utah customers.

Remote :

This position is currently a hybrid of both in-office (2 days a week required in office and any mandatory in office meetings) and remote work days (work must be performed in Utah).

Please note, a position's eligibility for remote work is established by agency management and is subject to change at their discretion at any time and for any reason.

The office is located at the Taylorsville State Office Building at 4315 S 2700 W Taylorsville, Utah.

Job Series :

This job may be filled at either of the levels listed below. (Rate as listed or in accordance with DHRM Rules for current state employees.)

• IT Analyst III $40.58 - $68.97 hourly
• IT Analyst II $34.23 - $58.18 hourly

Why join our team?

We have great business partners who want to serve Utah citizens efficiently and effectively, while working within the guidance of their federal and state partners.

This is an opportunity to make a difference for Utah citizens while being a pivotal part of an exciting IT team. You will receive great health and retirement benefits, such as, generous paid time off so you can spend more time with your family and have a positive work life balance.

Click here to view a summary of all the benefits we offer.

What's in it for you?

You will receive great health and retirement benefits. In this position, you would enjoy the generous benefits package offered by the State of Utah.

We have an extremely competitive total compensation package that you can learn about HERE!

Health Insurance - Public Employee Health Program (PEHP) : 3 medical plan options. Choose a Traditional or High Deductible Health Plan.

There is an Opt-Out Cash Benefit option for those that have other medical insurance coverage)5 dental plan options (There is an Opt-Out Cash Benefit option for those that have other dental insurance coverage)4 vision plan options under EyeMed or OptiCare

Retirement - Utah Retirement Systems (URS) : Employees hired on or after than 7 / 1 / 2011 and have never been in the URS retirement system have two options for retirement in the Tier II System.

Employer contributions to your 401(k) are vested after four years.Employees who have any service credit with an employer covered by the Utah Retirement Systems prior to 7 / 1 / 2011 are in Tier I Public Employees System.

Tier 2 Hybrid Retirement System. Employer contributes an amount equal to 10% of your salary between both plans (pension and 401(k))Tier 2 Defined Contribution Plan.

Employer contributes an amount equal to 10% of your salary to a 401(k) plan only. Employees who have any service credit with an employer covered by the Utah Retirement Systems prior to 7 / 1 / 2011 are in Tier I Public Employees System.

Paid Time Off : Annual leave and sick leave are accrued at 4 hours per pay period each (4 hours annual, 4 hours sick).

Annual leave increases with years of service. There are also 12 paid holidays.

The Agency :

To learn more about The Division of Technology Services check us out Click here. The State's environment is a highly optimized blend of systems responsible for collecting, processing, and distributing millions of data elements every day.

Example of Duties

Maintain cloud-hosted ServiceNow instances.

Provide engineering support for escalated issues and support tickets.

Perform platform upgrades and manage packaged application updates.

Monitor platform resources and platform performance.

Install, manage, and maintain MID Server installations.

Implement ServiceNow product features and capabilities.

Create and support service catalog offerings.

Build and maintain service delivery workflows using Flow Designer.

Use Knowledge Base capabilities for documentation capture.

Use in-product reporting features to provide data insights for service delivery.

Create and maintain scoped applications using App Engine Studio and other platform tools.

Test implemented product features and custom developed applications using Automated Test Framework (ATF).

Integrate external systems with the ServiceNow platform.

Guide and mentor business owners on product features, platform capabilities, and service delivery best practices.

Participate in all steps of the software development lifecycle (SDLC).

Other tasks as assigned.

Qualifications

Minimum of 2 years of development experience using JavaScript.

Solid understanding of relational data concepts.

Solid understanding of SaaS / PaaS models.

Experience with ServiceNow administration preferred; ideal candidate is a certified ServiceNow Developer or Administrator.

Understanding of concepts and best practices related to CSM, ITSM, ITAM, and ITOM.

Working knowledge of ServiceNow request model.

Experience with workflow tools, in-platform tools preferred; ideal candidate has experience with Flow Designer or Workflow Editor.

Experience using REST and SOAP APIs for web service integrations.

Understanding of Agile SDLC practices and techniques.

Supplemental Information

• Employment contingent on passing a drug screening and a background check.
• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending;

carrying light items; driving an automobile, etc. Special physical demands are not required to perform the work.