**This requirement is for 2 similar, but separate positions.**

The individual is the expert for technical development and environment execution of the ServiceNow product.  The individual requires expert experience and skills in the ServiceNow product and Java Scripting on which the product is implemented. The position is responsible for collaborating with commonwealth personnel across the ETSO bureaus, System Specialists, and vendors.  Tasks associated include, but are not limited to:

• Function as the ServiceNow subject matter expert.

• Configure the commonwealth’s ServiceNow modules per requirements and ITIL processes 

• Deliver support and design required for integration with statewide systems, software, or other products.

• Demonstrate expertise in teaching and conveying technical and/or functional courses and concepts.

• Develops the test approach, conditions, and scripts used as the basis for detailed test scenarios.

• Provide input and develop training and/or documentation materials.

• Effectively leads and performs product tests and deployments.

• Identify appropriate business examples to illustrate key concepts/features.

• Anticipate, identify, track, and resolve issues and risks affecting own work and work of the ITSM team.

• Coordinates product design reviews to verify that design meets quality standards and functional/technical requirements.

• Provides accurate estimates for design and configuration efforts for software changes and enhancements.

• Develop contingency plans as necessary.

• Apply specific expertise to ensure the ServiceNow tool meets defined customer objectives.

• Anticipate and resolve issues specific to the ServiceNow tool.

• Determine time estimates and schedule for own work and resolve issues in a timely manner.

• Provide effective on-site product support as needed.

• Analyze the functional and technical impact of product planning decisions.

• Develop appropriate functional and usability best practices for the product.

• Track and document expected volume and type of use of the product.

• Participate in product design reviews to verify that design meets quality standards and functional/technical requirements.

• Perform impact analyses on production fixes and enhancements.

• Provide basic product support and provide accurate and complete answers to detailed product questions in a timely manner.

• Accurately set severity of identified defects.

• Documents all work for future reference.

• Follows quality standards.

• Customer service skills.

• Able to work in a team environment.

• Strong communication skills; both written and spoken

• Experience with other IT tools (i.e. MS Office).