Service Director/Manager

Service Now Director/Manager (IT ASSISTANT DIRECTOR II)
Information Technology Division

Recruitment

Department COMP Controller IT Services
Date Opened 4/25/:30:00 PM
Filing Deadline 5/9/:59:00 PM
Salary $95,991.00 - $125,057.00/year with the potential to grow to $154,928.00/year

Employment Type Full-Time
HR Analyst David Brown
Work Location Anne Arundel
Telework Eligible Yes
Go Back Apply View Benefits
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Introduction

OPEN TO ALL QUALIFIED APPLICANTS

This is a position specific recruitment. The resulting certified eligible list may be used to staff several current and future vacancies for this position/function only.

This is a Management Service position, and serves at the pleasure of the Appointing Authority.

REPOST - PREVIOUS APPLICANTS DO NOT NEED TO RE-APPLY

GRADE
23
LOCATION OF POSITION
Annapolis, Maryland
POSITION DUTIES
We are seeking an experienced ServiceNow Developer/Architect to design, develop, and implement ServiceNow solutions that align with our agencys objectives. The ideal candidate will have a strong background in CSM (Customer Service Management) and ITSM (IT Service Management), a thorough understanding of data architecture and table extensions, and experience in both B2B and B2C environments. This role requires strong technical expertise, stakeholder management skills, and the ability to drive governance and best practices within the platform.

Duties include but are not limited to:

Design and develop scalable ServiceNow solutions, ensuring alignment with agency needs and industry best practices.
Implement and configure CSM, ITSM, and other ServiceNow modules as required.
Architect and optimize data models, table structures, and table extensions to support enterprise-wide ServiceNow applications.
Develop and maintain ServiceNow reports and dashboards, including Performance Analytics (a plus).
Collaborate with stakeholders to gather requirements, define solutions, and ensure successful delivery.
Lead and support Service Portal development (preferred) to enhance user experience.
Ensure compliance with ServiceNow governance frameworks, best practices, and security policies.
Drive continuous improvements and innovations within the platform through custom development and integrations.
Provide guidance on ServiceNow upgrades, implementations, and enhancements.

PLEASE NOTE: ITD is responsible for the 24x7x365 support for ADC mainframe, distributed systems, and networks. All ITD employees are available for on-call support. As such, this position is required to occasionally work an off-hour schedule, weekdays prior to 7:30 a.m. and / or after 5:00 p.m., weekends, and holidays.
MINIMUM QUALIFICATIONS
Experience:
Certified System Administrator (CSA)
At least 5 years of experience in ServiceNow development and architecture.
2 years of experience using B2B and B2C business models and their application within ServiceNow.
2 years of experience with ServiceNow reporting and analytics.

Applicants must meet ALL the above requirements to qualify.

PLEASE NOTE: Resumes will not be accepted in lieu of a completed application.
DESIRED OR PREFERRED QUALIFICATIONS
Experience with stakeholder management, governance, and implementation strategies.
Ability to work cross-functionally to gather business requirements and translate them into technical solutions.
Strong problem-solving skills and attention to detail.
Experience with Service Portal development.
Experience with Performance Analytics in ServiceNow.
Strong knowledge of ServiceNow integrations with third-party systems.
Certified Implementation Specialist (CIS)
Certified Application Developer (CAD)
SELECTION PROCESS
Please ensure you provide sufficient information on your application to demonstrate that you meet the qualifications for this recruitment. Please indicate clearly any position-specific experience and ensure all education and experience sections are complete. Approval of your application will be based on a review of the information you submit. All qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year. Incomplete information may result in the disqualification of your application.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

Upon appointment (new hires and/or transfers) must successfully undergo fingerprinting. Disqualifying charges may include any felony; any crime of moral turpitude, e.g. embezzlement, fraud, tax evasion or bribery; any crime of identity theft or impersonation; any crime of assault or battery; and any crime relating to the use or distribution of a controlled dangerous substance other than marijuana, regardless of the age of the offense or the specifications of the position.

Resumes will not be accepted in lieu of a completed application.
BENEFITS
STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS
The online application process is STRONGLY preferred. If you choose email as the option to submit your application/required additional information, you must include the following information on at least one the pages you submit.

First and Last Name
Recruitment Number (located at the top of the bulletin)
The last four digits of your SS
If you have questions or concerns regarding this recruitment, please email at Comptroller of MD, Office of Human Resources.

If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at or (link removed)>
As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the States diversity. Bilingual applicants are encouraged to apply.

We thank our Veterans for their service to our country and encourage them to apply.

If you need reasonable accommodations, please contact the Office of EEO & OFP Operations by email at , or by phone at .

Click on a link below to apply for this position: