Job Abstract

Position: ServiceNow SME
Location: Livermore, CA
Salary Range: $155,000 -$165,000 per year
Clearance: No Clearance Required.  US Citizenship is required for clearance (i.e., no dual citizenships).

KeyLogic is seeking a Subject Matter Expert in ServiceNow to support the IT program at a major national laboratory.

The department provides IT resources and expertise to mission organizations, enterprise, and operations to identify and understand current and future IT requirements through end-to-end solutions.

Responsibilities:

• Perform system capacity analysis and planning.
• Assist users in accessing and using Application systems.
• Consult on best practices, assess, and provide recommendations on process optimization, module design, user stories, testing.
• Design and Implement modules as requested by NTESS within ServiceNow, for example Virtual Agent and Chat Bot.
• Provide recommendations on optimizing the Service Desk and Employee Center.
• Develop workflows within the ServiceNow Modules to ensure integration with ITIL and KCS processes.
• Provide guidance for training employees on the uses of ServiceNow.
• Attend Implementation meetings.
• Provide guidance on the application of ServiceNow best practices.
• Provide guidance and documentation on configurability of ServiceNow.
• Review and assist with converting operational reporting into the ServiceNow module.

Qualifications:

• Bachelor’s degree in STEM field and 5 years related experience.
• In lieu of a Bachelor’s degree, an Associate’s degree and 8 years of experience or an additional 6 years of job-related experience totaling 11 years of experience is applicable.
• U.S. Citizenship is required per contract.