Key Responsibilities and Required Skills/Qualifications
1.1 Key Responsibilities
For all M&O scope items in releases, ensure the scope is added timely to gate checklist.
Provide scope control and system testing and/or user acceptance testing coordination.
Provide ServiceNow product management: Ensure ServiceNow changes and testing efforts are coordinated with the State enterprise team.
Monitor helpdesk operations: Monitor the helpdesk dashboard daily to ensure any backlogs or escalation items from counties are addressed.
Work intake management: Monitor new enhancement requests from counties and coordinate with stakeholders to make decisions on how to proceed. Update work request details and information in Rational Team Concert (RTC) and ServiceNow and ensure effective communication with counties.
Provide service catalog approvals: Review and approve all access management requests based on 7078 forms.
Ensure M&O projects are managed and delivered successfully.
1.2 Required Skills and Qualifications
Manage and organize multiple release work intake candidates (i.e., defects, change requests). Experience with tracking and updating the status of work intake items.
Communicate effectively with stakeholders and assign a priority to all change requests and work intake items.
Minimum of two years' experience coordinating system testing and user acceptance testing to ensure release management processes are followed correctly.
Minimum of three years' experience with ServiceNow, including the ability to translate business needs to requirements and a deep understanding and knowledge of the ServiceNow platform from management, architecture, and functional perspectives.
ITIL certification
Minimum of three years' experience leading a helpdesk in a large-scale environment (supporting more than 500 users).
Understanding of incident and problem management.
Minimum of two years' experience with RTC management software.
Ability to enter and manage defects, change requests, action items and other artifacts for multiple stakeholders across an enterprise.
Attention to detail and to manage workload independently.
Minimum of five years' experience with large scale IT projects.
PMP certification
Perform and function as a Subject Matter Expert (SME) in managing incidents and problems within an Integrated Eligibility System from start to finish.
Experience in developing strategic plans and vision for the ServiceNow platform including upgrades and new functionality.
Identify solutions and implement continuous improvement initiatives for the helpdesk.
Excellent oral and written communication skills.
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