Analyst

Job Description

Are you passionate about optimizing Customer Service Management (CSM) processes? Join our dynamic team as a ServiceNow Technology Analyst, where you'll have the opportunity to manage and enhance the ServiceNow platform, particularly focusing on CSM. You'll play a key role in advancing the client's digital transformation and improving customer engagement strategies through technology.

Our IT Department is committed to innovation, with a proven track record of forward-thinking initiatives and national recognition for excellence. As a ServiceNow Analyst, you'll collaborate across departments, acting as a key technical resource to configure, develop, and maintain ServiceNow solutions that improve the experience for both internal and external customers.

Duties and Responsibilities

• Act as a primary technical resource for day-to-day ServiceNow incidents and service requests, with a focus on Customer Service Management (CSM).
• Collaborate with stakeholders to gather business requirements, troubleshoot issues, and translate them into technical solutions within ServiceNow.
• Configure and develop ServiceNow CSM modules, improving workflows, self-service portals, and customer experience.
• Participate in the implementation of ServiceNow upgrades, enhancements, and integrations with other software platforms.
• Follow Software Development Life Cycle (SDLC) and Information Technology Infrastructure Library (ITIL) best practices to ensure optimal platform performance.
• Work closely with other IT and business teams to develop a deep understanding of how ServiceNow CSM integrates with other enterprise systems and meets the City's strategic objectives.

Education and Experience :

Preferred Qualifications :

Knowledge, Skills & Abilities

Required Skills : 2+ years of hands-on ServiceNow configuration and development experience in CSM. ServiceNow certifications in CSM or IT Service Management (ITSM). Must be able to work hybrid in Raleigh, NC.

Basic Qualification :

Additional Skills :

Background Check : Yes

Drug Screen : Yes

Notes :

Selling points for candidate :

Project Verification Info :

Candidate must be your W2 Employee : Yes

Exclusive to Apex : No

Face to face interview required : No

Candidate must be local : Yes

Candidate must be authorized to work without sponsorship : Yes

Interview times set : : No

Type of project : Master Job Title :

Branch Code :