Technical Specialist- Junior
On-siteRaleigh, North Carolina, United States
Job Summary
Support and optimize the ServiceNow platform, specifically Customer Service Management (CSM), by configuring modules, creating workflows, and enhancing the customer self-service experience. Collaborate with senior analysts and stakeholders to gather business requirements, troubleshoot issues, and resolve incidents while ensuring platform stability. Assist in system upgrades, maintenance, and enhancements, working with cross-functional teams to understand ServiceNow integrations with other city systems. Adhere to IT best practices including SDLC and ITIL standards. This hybrid role requires three days onsite per week. The City of Raleigh's IT Department is recognized for its commitment to innovation, offering opportunities to develop skills on projects impacting nearly 490,000 residents.
Required Qualifications
- Bachelors degree in information technology or a related field, or equivalent experience in IT support, customer service management, or related roles
- Only candidates available to work full time without sponsorship
- Required to be onsite three days a week
Desired Qualifications
- 1-2 years of hands-on experience with ServiceNow, particularly with Customer Service Management (CSM) or similar modules
- Familiarity with JavaScript, HTML, CSS, and SQL
- Relevant ServiceNow certifications (CIS, CAD)
- Basic understanding of ServiceNow or similar enterprise systems
- Willingness to learn and develop skills in ServiceNow configuration, development, and administration
- Strong communication skills with the ability to translate technical issues into user-friendly solutions
- Collaborative work style, eager to work with both technical and business teams
- Problem-solving mindset with a customer-first approach
- Desire to grow your career in IT service management and platform administration
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