Job: ServiceNow Administrator - IS Application Support Analyst III (Open)

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Job Description

Overall Job Objective

Job Title:ServiceNow Administrator - IS Application Support Analyst III (Open)
Closing Date/Time:Wed. 07/05/17 11:59 PM Pacific Time
Salary:$47.93 - $59.89 Hourly
$3,834.40 - $4,791.20 Biweekly
$99,694.40 - $124,571.20 Annually
Job Type:Extra Help - Agile (Limited Term)
Location:San Mateo County, California
NOTE: This recruitment schedule was amended on June 29 from a continuous recruitment to closing. The Final Closing Date will be July 5.

The County of San Mateo's Information Services Department seeks a qualified ServiceNow Administrator. The current vacancy is a Limited Term position, which could last for up to three years. Limited Term employees are extra-help, at will employees, who receive medical and dental benefits, similar to regular employees, and a defined contribution retirement plan (401A).

The eligible list generated from this recruitment may be used to fill future limited term, extra-help, unclassified, and regular classified vacancies.

The individual selected for this position will manage and develop core and custom solutions in our new ServiceNow environment. They will also be responsible for configuring, administering, and maintaining the ServiceNow ITSM tool and additional applications and modules. This role will also work with the management to develop technical solutions that satisfy the business needs of ISD and other departments using ServiceNow.

Receives general supervision from assigned IS Applications Support Supervisor.  May exercise technical and functional direction over and provide training to lower-level staff on a day-to-day or project basis.
This is the advanced journey-level class in the IS applications Support Analyst series.  Incumbents serve as subject matter experts in specific area(s), perform complex and varied technical support, provide analytical support for County-wide applications, and frequently solve problems or establish process redesign improvements requiring analysis of unique issues or problems without precedent and/or structure.  Employees at this level are required to be fully trained in all procedures related to assigned area(s) of responsibility, working with a high degree of independent judgment, tact, and initiative. 
This classification is distinguished from the IS Applications Support Analyst II by the complexity and size of the applications supported and the amount of discretion exercised when solving problems and developing resolutions.  This classification is further distinguished from the IS Applications Support Analyst – Senior in that the latter is responsible for the daily technical and functional direction of assigned staff, work is performed within a broad framework of general policy requiring creativity and resourcefulness to accomplish goals and objectives, applies concepts, plans, and strategies which may deviate from established methods and practices, and regularly leads projects of critical importance and substantial consequence of success or failure to the County. At the III level incumbents may serve as technical lead for assigned projects and may be asked to train assigned staff, but unlike the Senior-level, the III-level does not provide lead direction to staff on a regular basis.

The ideal candidate for this position will have:
  • Knowledge of system design and development used within Service Oriented architecture and web services integration (SOAP, WSDL, JAXWS). 
  • Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, Jelly, CSS, PERL scripting, etc.), PowerShell. 
  • Integration (interfacing) of enterprise software systems with ServiceNow. 
  • Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc. 
  • Experience working in and managing multiple update sets and coordinating their promotion throughout multiple instances. 
  • Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features. 
  • Must have experience in multiple ServiceNow implementations and have developed custom applications. 
  • Strong presentation and collaboration skills and can communicate all aspects of the job requirements, including the creation of formal documentation. 
  • Strong problem solving, time management and organizational skills. 
  • Working knowledge and awareness of ITIL concepts. 

 Examples Of Duties:
Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the functions of the job.
  • Individually, as a project team member, or as a technical lead, works on and is responsible for complex software applications research, development, conversion, installation, and maintenance projects, including planning, organizing, and defining project requirements, methods, and end objectives in consultation with end users; coordinates project activities with team members, other section staff, user representatives and outside vendors.
  • Interviews, analyzes, and documents end user work processes and systems requirements; conducts systems walk-throughs and technical reviews; develops or refines system specifications, including evaluating and testing vendor software packages for conformance with user requirements and priorities.
  • Facilitates and conducts business process redesign or technical design sessions and/or focus groups for design and implementation of new processes or systems.
  • Prepares feasibility studies, cost and benefits analyses, product evaluation, requirement specifications, designs, and other analyses and documentation.
  • Designs business processes and work flow strategies for the management, access, and retrieval of data, defines data rules and relationships, and develops methods for quality control of databases.
  • Reviews, analyzes, streamlines, and documents business processes and relates them to application software; recommends and implements procedural and operational modifications to optimize internal and customer workflows.
  • Develops and implements automated processes, scripts, triggers, specialized views, and reports in response to user needs.
  • Designs methods to import/export data for analysis and performs comparative analysis of data from dissimilar applications; designs and codes new and modified programs for data processing.
  • Designs and implements enhancements while ensuring adherence to standards and procedures for system development, database access, web-based development, change control, and reporting.
  • Develops software and systems to optimize performance of relational database systems, application access, and to enhance and support web applications accessing relational databases. 
  • Designs, develops, tests, refines, and implements software that supplements or integrates with system applications; customizes and maintains system objects as required.
  • Designs and develops web software applications, including designing user interfaces for a variety of applications; creates user prototypes and conducts usability tests to increase effectiveness; designs website and application architectures; creates visual and functional designs of complex user interfaces for large projects that have a significant impact on individual or multiple departments; manages content and functionality of websites.
  • Develops and executes test plans to ensure application performance conforms to specifications.
  • Responds to and resolves software users' inquiries and complaints and escalates problems or issues to vendor representatives as needed.
  • Prepares demonstrations and training materials; conducts formal and informal training programs on the use and operation of the application system software.
  • Develops and recommends comprehensive standards, policies, procedures, and technical documentation.
  • Consults with supervisors regarding information technology related issues, needs, and services; conducts special research assignments, gathers data, and prepares reports for consideration by management or special committees.
  • Provides direction during major systems incidents to ensure an expedient response and resolution; maintains communication with all stakeholders on system status; identifies underlying problems causing incidents and designs, proposes, and implements resolutions.
  • Functions as a liaison between project managers, systems specialists, data specialists, communications specialists, and customer Support Analysts to ensure standards and protocols are maintained; assists in coordinating activities with other information services staff.
  • Provides recommendations to managers and supervisors on the development of long- and short-term system infrastructure plans.
  • Participates in the review and recommendation of contracts with outside vendors and consultants; administers, monitors, and evaluates contract scope of work; reviews design documents to ensure technical integrity.
  • Stays abreast of new trends and innovations in technology related to County operations; researches, recommends, and evaluates vendor solutions and technologies; implements improvements; works with staff to maintain, revise, or improve operations and systems.
  • Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
  • Provides updates, status, and completion information to staff and/or users via voicemail, email, or in-person communication.
  • Performs other duties as assigned.


Knowledge of:
  • Advanced principles and practices of computer systems management, analysis, design, and maintenance.
  • Various software packages including word processing, spreadsheet, SQL database and database management, and reporting tools.
  • Data processing management and general administration practices and techniques.
  • Advanced techniques and methods of system evaluation, implementation, and documentation.
  • Advanced data management theory, principles, and practices and their application to a wide variety of services and programs.
  • Principles and practices of project management.
  • The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
  • Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
  • Principles and procedures of record keeping.
  • Modern office practices, methods, and computer equipment and applications related to the work.
  • English usage, spelling, vocabulary, grammar, and punctuation.
  • Techniques for providing a high level of customer service by effectively dealing with vendors and County staff.
Skill/Ability to:
  • Conduct complex research projects on a wide variety of software issues, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.
  • Coordinate and plan applications development, enhancement, and maintenance projects.
  • Perform analyses of informational requirements and needs; identify, evaluate, and solve systems problems; design and implement new or revised systems and procedures; provide technical advice and consultation, and ensure efficient computer system utilization.
  • Code, configure, manage, and maintain assigned system(s) and integrate to meet business needs independently without vendor support.
  • Collect, analyze, and interpret procedures and data; develop sound conclusions, recommendations, and solutions.
  • Independently facilitate cross-functional groups to establish process redesign or new system and/or design functions.
  • Research, develop, and recommend cost-effective technical system improvements.
  • Implement comprehensive computer operations-related projects and training programs.
  • Prepare clear and concise program documentation, system and user procedures, reports of work performed, and other written materials.
  • Analyze and troubleshoot any software issues and use logic to solve the problem.
  • Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
  • Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
  • Operate modern office equipment including computer equipment and specialized software applications programs.
  • Establish and maintain a variety of filing, record keeping, and tracking systems.
  • Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
  • Use English effectively to communicate in person, over the telephone, and in writing.
  • Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
  • Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Education and Experience:
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.  A typical way to obtain the required qualifications would be:
Equivalent to graduation from an accredited four-year college or university with major coursework in management information systems, computer science, or a related field and four (4) years of progressively responsible experience in applications analysis, design, and development.
Additional related experience may substitute for education requirement on a year-for-year basis, up to four (4) years.
Licenses and Certifications:
  • Some positions may require possession of, or ability to obtain, a valid California Driver's License.
  • Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.
Physical Demands
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.  Standing in and walking between work areas is frequently required.  Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.  Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information.  Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds with the use of proper equipment.
Environmental Elements
Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.  Employees may interact with upset staff when providing applications system support.

This is an extra-help/limited-term recruitment. Anyone may apply. Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire. This is a continuous recruitment which may close at any time. The final filing date will be posted five days in advance on this job announcement.

Applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California and applicants must participate at their own expense.

IMPORTANTApplications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply Online" button above or below. If you are not on the County's website, please go to to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

Tentative Recruitment Schedule
Final Filing Date: Continuous - A decision could be made at any time, so please apply NOW.

San Mateo County is an Equal Opportunity Employer

Analyst: Wesley Price (011917) (IS Application Support Analyst III - V262)


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