NEED FOR CERTIFIED SENIOR SERVICENOW CONSULTANT 12+ @ONSITE

Position ID:529240-SNOW

Title: On Site Certified Senior ServiceNow Consultant (ServiceNow Certifications/CSA/CAD/CIS-ITSM/CIS-CSM)

Location: Tallahassee, FL

Length: Long Term

Travel Required: none

Telecommute: no

Skills: “ServiceNow”; ServiceNow Certifications/CSA/CAD/CIS-ITSM/CIS-CSM; Case/Change/Problem/Incident/Service Request/Knowledge/Workspace/Service Level/Workflow/Flow and Rules/Configuration Management; Develop ServiceNow workflows and flows; configuring, designing, and developing in the ServiceNow Platform; JavaScript, HTML, XML, Json, SQL; “integrating with Microsoft and 3rd party systems”; “data extractions and conversions”; implementing security policies using ACLs (Access Control Lists), roles, groups, authentication mechanism; configuring custom email templates; Data Security; MS Office/Visio/ SharePoint/Project; Technical writing; AGILE/SCRUM, Documentation; Govt

Job description:

Telecommuting: 

Telecommuting is not an option for this position.  

Objectives:

The Department’s Division of Accounting and Auditing (Division) requires staff augmentation services. This RFQ is for the acquisition of one (1) or more ERP Team Lead(s) (Candidate(s)) with a specialization and expertise in PeopleSoft and Enterprise Resource Planning (ERP). The Candidate(s) will assist the Division as it performs business process remediation activities in preparation for the implementation of the Florida Planning, Accounting, and Ledger Management (Florida PALM) Project (Project), as described in the SOW.

Responsibilities

Systems Analyst. The Operations Manager will provide daily direction and communication for all tasks assigned to the Contractor’s Resource. In addition, the Resource will work with Project team members and the Department’s Contract Manager or delegate to complete activities related to SNOW support. The Resource shall perform the following tasks throughout the term of the PO:

i. Configuring, integrating and implementing ServiceNow activities including the following modules and functionality:

1. Case Management.

2. Major Case Management.

3. Change Management.

4. Problem Management;

5. Incident Management;

6. Service Request Management;

7. Knowledge Management;

8. Workspace Management;

9. Reporting;

10. Dashboards;

11. Self-Service Portal (Customer);

12. Technician Portal; (Employee);

13. Service Level Management;

14. Workflow/Flow and Rules Management;

15. Configuration Management;

16. Customer Satisfaction Surveys;

17. Virtual Agent;

18. Live Chat;

19. Performance Analytical; and

20. Agile Development.

ii. Develop ServiceNow workflows and flows.

iii. Implement and configure the Service Level Management platform from ServiceNow.

iv. Configure dashboards, automated workflows, flows, self-service portal, live chat, and virtual agent.

v. Perform ServiceNow CSM upgrades, including module configuration, integration testing, and customizations.

vi. Participate in defect management and triage functions, working cross-functionally to resolve issues.

vii. Maintain detailed documentation of application design and code generation techniques.

viii. Participate in testing’s (new features, re-testing, regression, smoke, release testing)

ix. Develop and deliver training and knowledge transfer related to ServiceNow.

Qualification Requirements for the Resource(s) listed below. The Department anticipates hiring one or more Resources that meet these requirements.

a.           Minimum Experience.

i.            Minimum of 12-15+  years of IT experience, Minimum of three (3) years’ experience configuring, designing, and developing in the ServiceNow Platform.

ii. Experience with data extractions and conversions.

iii. Knowledge of State and Federal laws applicable to the implementation of an information technology solution.

iv. Development experience in JavaScript, HTML, XML, Json, and SQL.

v. Experience integrating with Microsoft.

vi. Experience integrating with a third-party system.

vii. Knowledge in using Discovery to populate the CMDB, implementing Service Mapping for business service visualization

viii. Knowledge of CSM

ix. Strong verbal and written communication skills and experience communicating with multiple levels of Department staff, from leadership Project Director) to technical and functional staff, as well as with external

stakeholders.

x. ServiceNow Certifications:

1. Certified System Administrator (CSA),

2. Certified Application Developer (CAD)

xi. Knowledge of industry and State information technology requirements.

xii. Experience with Project Management

xiii. Knowledge of State procurement and contract monitoring requirements

b. Preferred Experience.

i. Minimum of five (5) years’ experience configuring, designing, and developing in the ServiceNow Platform

ii. ServiceNow Certifications:

§ Certified Implementation Specialist – IT Service Management (CIS-ITSM)

§ Certified Implementation Specialist – Customer Service Management (CIS-CSM)

iii. Experience with data extractions and conversions

iv. Experience Performance Tuning

v. Experience with Data Security

vi. Experience configuring custom email templates

vii. Experience implementing security policies using ACLs (Access Control Lists), roles, groups, and authentication mechanism

Required Training.

The Resource provided by the Contractor must successfully complete the Department’s Security Awareness Training, Ethics Training and Florida PALM Project – Florida PALM Orientation, within thirty (30) days of the Resource’s start date. (Note: for purposes of the Project Management Plan, the Contractor serves as a State of Florida resource).

Candidate Information. This must include the following information for each candidate:

1. The full, legal name of the Candidate;

2. A description of the Candidate’s experience with configuring, designing and developing in the ServiceNow Platform;

3. A list of the Candidate’s applicable certifications (i.e., number, effective date, expiration date);

4. A detailed and accurate resume of the proposed Candidate’s experience and qualifications;

5. Using Attachment 8, Resumes/References, include three (3) references for the Candidate that are from clients for whom the Candidate completed projects similar to the services requested in this RFQ, and the SOW;

6. A detailed explanation of why the Candidate is the best match for the position and the Project;

7. An explanation of what qualifies the Candidate to provide the services described in Section 5, Contractor Responsibilities, of the SOW;

8. A description of the Candidate’s experience in executing knowledge transfer, including approach, execution, and confirmation of completion;

9. Available start date and length of availability;

10. Confirmation that the Candidate will be available to perform services during the normal business hours of 8:00 AM to 5:00 PM ET, Monday through Friday (flexible schedules and remote work locations must be approved by the Department’s Project Director);

11. One (1) of the following statements:

“The Candidate will be or anticipates being otherwise employed during the term of the PO.”

or

“The Candidate does not anticipate being otherwise employed during the term of the PO.”

12. The STC’s Exhibit E, Resume Self-Certification Form, completed by the Candidate;

13. Completed Attachment 6, Skills Matrix. The Skills Matrix must:

a. Be completed based upon the Candidate’s skills as they relate to his or her qualifications to perform the services requested in this RFQ; and

b. Be completed in its entirety.

Note: The Department will not consider a Response if the Candidate does not meet all of the required (minimum) skills or if the Attachment 6, Skills Matrix is not completed in its entirety.