Job Description

Job Title: Help Desk Analyst

Location: Remote

Duration: 6 months

Job Description:

Key Responsibilities

• Solution Design & Development
  • Configure and customize ServiceNow CSM and PSDS applications to meet public sector requirements.
  • Develop workflows, case lifecycles, business rules, and integrations with external government systems.
  • Build portals and self-service experiences tailored for citizens and government staff.
• Implementation & Delivery
  • Collaborate with stakeholders to gather requirements and translate them into technical solutions.
  • Implement proactive service delivery features to improve citizen engagement and transparency.
  • Ensure scalability, maintainability, and compliance with government standards.
• Integration & Support
  • Integrate ServiceNow with legacy systems, CRM, ERP, and external data sources.
  • Provide ongoing support, troubleshooting, and enhancements for CSM and PSDS modules.
  • Maintain documentation of configurations, customizations, and processes.
• Governance & Best Practices
  • Adhere to ServiceNow development standards and coding best practices.
  • Ensure compliance with public sector security, accessibility, and data privacy regulations.
  • Participate in code reviews and contribute to continuous improvement initiatives.

Skills & Qualifications

• Hands-on experience with ServiceNow CSM and/or PSDS modules.
• Strong knowledge of ServiceNow architecture, modules, and integrations (REST, SOAP, etc.).
• Proficiency in JavaScript, Glide API, Flow Designer, and IntegrationHub.
• Experience with platform security, including user access management and compliance.
• Experience with Service Portal development and UI/UX customization.
• 3+ years of ServiceNow development experience.
• Experience integrating ServiceNow with third-party applications (REST/SOAP APIs).
• ServiceNow platform upgrades and health scans are a plus.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• Experience in Agile/Scrum environments.
• Knowledge of public sector service delivery models and citizen engagement strategies.

Days: Monday Yes Tuesday Yes Wednesday Yes Thursday Yes Friday Yes Saturday No Sunday No

Hours/Day: 8

Time Zone: CST

Shift: 9:00 Am to 6:00 Pm

Job Tags

Similar Jobs