• Subject Matter Expert

    CyberData Technologies (Rockville, MD)


    Job Title: Subject Matter Expert

     

    CyberData Technologies seeks a Subject Matter Expert to support and optimize the ServiceNow platform, ensuring seamless IT service delivery and efficient system integration. This role requires a blend of ServiceNow expertise, DevOps principles, and IT systems management experience.

    Responsibilities:

    + Administer and maintain the ServiceNow SaaS platform, ensuring stability and optimal performance.

    + Identify areas for improvement and implement optimization strategies within the platform.

    + Configure and deploy new ServiceNow modules and features based on organizational needs.

    + Manage the ServiceNow change request process, ensuring adherence to organizational protocols.

    + Integrate ServiceNow with other IT systems and applications to streamline workflows and data exchange.

    + Develop automation scripts and workflows to enhance system functionality and user efficiency.

    + Perform functional allocation to identify interrelationships and resource requirements for tasks.

    + Perform regular system updates and apply security patches to maintain compliance with NIH and HHS guidelines.

    + Conduct security assessments and implement measures to address vulnerabilities.

    + Provide ongoing technical support and troubleshooting for ServiceNow users and administrators.

    + Develop and deliver training sessions tailored to end-users and administrators, enhancing platform proficiency.

    + Analyze user needs to determine functional requirements and define plans for moderately complex to complex systems.

    + Identify and recommend areas for process improvement within the ServiceNow ecosystem.

    + Generate reports and dashboards to provide insights into ServiceNow usage and system performance.

    Qualifications:

    Experience:

    + Minimum of five (5) years of experience in ServiceNow administration, DevOps, or related fields.

    + Proven expertise in configuring and optimizing ServiceNow platforms.

    Technical Expertise:

    + Proficiency in ServiceNow modules, including ITSM, CMDB, Incident Management, and Change Management.

    + Strong understanding of ITIL processes and ServiceNow integration capabilities.

    + Hands-on experience with scripting languages (e.g., JavaScript) and automation tools.

    Certifications (Preferred):

    + ServiceNow Certified System Administrator (CSA)

    + ServiceNow Certified Implementation Specialist (CIS)

    + ITIL Foundation Certification

    Skills:

    + Exceptional problem-solving and analytical abilities.

    + Strong oral and written communication skills.

    + Ability to collaborate with cross-functional teams and manage multiple priorities.