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Our client is looking to hire an on-contract ServiceNow ITSM Specialist - Specialist II for managing, administering, and governing the implementation and integration of ServiceNow IT service management tool, as well as the operation and acceptance of solutions deployed into production by the Agency's IT managed service provider. The Contractor shall ensure ServiceNow is planned and implemented to schedule, budget and scope.for (12) months contract.
1. OBJECTIVE
The Port Authority of NY & NJ (also known as "the Agency") wishes to solicit a contracting firm (also known as "the Contractor") for managing, administering, and governing the implementation and integration of ServiceNow IT service management tool, as well as the operation and acceptance of solutions deployed into production by the Agency's IT managed service provider. The Contractor shall ensure ServiceNow is planned and implemented to schedule, budget and scope.
2. DESCRIPTION OF WORK (SCOPE OF WORK)
NOTE: This position is mainly working at 2 Montgomery Street, Jersey City NJ with possible meetings at other Port Authority Facilities in the NY/NJ area
The Specialist II Contractor shall serve as a ServiceNow ITSM Specialist working for the Technology (TEC) Customer Service Unit within the Technology Department, which is responsible for working with clients to understand their business requirements and translating them into technical solutions on the Agency's ServiceNow platform (a.k.a. TECNow).
Under the direction of the IT General Manager of Customer Service, the ServiceNow CMDB Analyst will be experienced with ServiceNow implementations of ITSM and will have practical experience with the implications of sustaining those processes. The ServiceNow ITSM Specialist will be part of the TEC Customer Service project team focused on supporting the day to-day ServiceNow solution implementation needs and questions. The Contractor shall ensure the successful delivery of ServiceNow solutions and services by the Agency's IT managed service provider.
The successful candidate will work independently as well as with both contractor and staff resources of different Units and Departments throughout the Agency to deliver services and work products including but not limited to:
A. JOB RESPONSIBILITIES:
• Work with business owners, project managers, design teams, operations teams, and our partners / supplier communicating between all key stakeholders to ensure the smooth and successful implementation of the ServiceNow IT service management tool, executed to high quality standards.
• Interface and be involved with ServiceNow implementation teams to ensure successfully set up service modules as per scope.
• Act as internal technical subject matter expert for all technical aspects of project delivery and solution delivery including application UI configuration, workflow configuration, development of required Agency specific reporting, development of requirement integration components (SSO, LDAP, etc.)
• Be a key member of the overall implementation project team and is available to support internal team members and other stakeholders.
• Prepare all internal facing and deliverables that are technology related.
• Convey timelines, deliverables, risks delays, and impacts to project manager and project team members.
• Participate a detailed due diligence on the scope of work and specific areas to be implemented.
• Provide fully documented procedures, run books, which are updated and maintained throughout the life of the service.
• Represent the Operations teams at all project meetings to define and implement system acceptance criteria.
• Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria.
• Resolve escalations from the service partners and handle stakeholders support requests as well as take ownership of issues and ensuring closure is achieved.
• Ensure an effective set of performance metrics and service levels are delivered.
• Create and maintain daily/weekly/monthly management and operational reports.
• Participate in end-to-end stakeholder groups to improve the efficiency of future deliveries and processes.
B. EXPERIENCE/QUALIFICATIONS:
• Minimum of 8 years' experience
• Demonstrated experience in ServiceNow development, configuration and administration, including but not limited to successful deployments as lead.
• Experience with ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Event Management, etc.
• Strong working knowledge of business process management/automation.
• Good understanding of IT service processes and technologies in line with ITIL best practice.
• Excellent English oral, written and listening communication skills.
• Excellent analytical and problem-solving skills.
• Proficiency with Microsoft Office Suite.
• Strong organizational skills.
• Strong customer service skills.
C. HIGHLY DESIRABLE:
• PORT AUTHORITY OF NY & NJ EXPERIENCE
• Bachelor's degree in computer science or related field
• ServiceNow Certifications (Implementers, Administrators, Developer)
• Advanced skills with ServiceNow Development APis
• Discovery, Orchestration, Service Mapping a plus
• Web service integration experience
• RDBMS/SQL experience
• ITIL Qualification (Intermediate certificate)
• Agile
3. WORK.HOURS
The normal workday for the ServiceNow ITSM Specialist will be 9 AM to 6:00 PM, Monday through Friday except for observed holidays. The Contractor shall be on-site for an 8-hour workday, with a mandatory I-hour Lunch Break. Total billable hours per week shall not exceed 40 hours. All overtime must be pre-approved by the designated Project Manager before any work is performed.
4. TIME FRAME
It is anticipated that the project shall start on or about 12/18/2023 and expire on or about 12/18/2024.
We are a Minority and Women Owned Certified Agency; Pacetas Agency is an integrated management consulting firm providing professional services to Prime Vendors and other companies in staffing, recruitment, project management, and Event and Marketing Communications.