Service Now Administrator (Information Systems Technical Analyst VI-Generalist)

City of Portland; Portland (OR); Hybrid; USD 95,000 - 130,000; Full time

Job summary

The City of Portland is seeking a ServiceNow Administrator to join the Bureau of Technology Services' Core Applications Services team. In this role you will leverage your expertise to develop, enhance, and sustain the ServiceNow platform for all City users, accelerating digital transformation and improving operational efficiency.

As a full-time administrator, you will provide day-to-day support, configure ITSM/ITOM/CMDB, develop reports, and collaborate with ServiceNow developers and business

Qualifications

• Experience administering and supporting the ServiceNow platform, including user support, system maintenance, troubleshooting, incident response, and resolution of platform issues.
• Advanced customer service and communication skills, including responding positively to customer issues, requests, and ideas; resolving conflicts; clearly communicating solutions to executive, technical, and non-technical audiences; and effectively managing customer expectations.
• Experience configuring, administering, and supporting ServiceNow capabilities such as IT Service Management (ITSM), IT Operations Management (ITOM), Discovery, the Configuration Management Database (CMDB), the Common Service Data Model (CSDM), Service Portal or Employee Center, Collaborative Work Management (CWM) or Agile Development, and Integration Hub.
• Experience facilitating requirements‑gathering sessions with users and stakeholders and translating business requirements into ServiceNow catalog items, workflows, approvals, forms, and automated processes.
• Knowledge of software development life cycles, workflow automation, process architecture, systems integration, RESTful APIs, extract‑transform‑load (ETL) processes, scripting, and event‑driven integration, both individually and as part of a team.
• Current ServiceNow Certified System Administrator (CSA) certification or the ability to obtain the certification within the designated probationary period.

Responsibilities

• ServiceNow Support: Provide day-to-day support for the ServiceNow platform and its users. Troubleshoot and resolve incidents and service requests related to ServiceNow platform issues.
• Deliver excellent customer service and communicate effectively with technical and non-technical users. Assist with routine system maintenance, testing, upgrades, and platform monitoring.
• Support integrations with enterprise applications using Integration Hub and REST APIs. Provide initial tier 1 triaging support and know when/how to escalate to ServiceNow Development team.
• ServiceNow Administration: Configure, administer, and maintain ServiceNow platform capabilities and modules including ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal or Employee Center, Collaborative Work Management (CWM) or Agile Development, and Integration Hub.
• Develop and maintain catalog items, forms, workflows, Flow Designer automations, and platform configurations. Assist with user administration, security roles, and configuration management.
• Reporting and Platform Analytics: Develop and maintain reports, dashboards, and platform analytics. Monitor data quality, platform performance, and CMDB health.
• Collaboration and Continuous Improvement: Collaborate with users and ServiceNow Developers to implement and support ServiceNow solutions. Gather business requirements and translate them into ServiceNow solutions.

Skills

ServiceNow administration

Customer service

ITSM ITOM CMDB CSDM

REST APIs Integration Hub

Requirements gathering

SDLC and automation

CSA certification

Job description

The Position

Job Appointment: Full Time, Regular

Work Schedule: Monday - Friday, 8:00 AM - 5:00 PM. Alternate schedules may be available.

Work Location: This position has an exception to work primarily remotely. However, there will be instances when it is necessary to come onsite for work (with as much advance notice as possible). Remote work must be performed within Oregon or Washington. For more information, click here.

Union Representation: Professional Technical Employees, Local 17 (PROTEC17). To view current labor agreements, click here.

Starting Pay: The City of Portland follows the Oregon Equal Pay Act. Your salary is determined based on the experience listed in your resume that is directly related and equivalent to the position for which you are applying.

Position Summary

This ServiceNow Administrator position within the Bureau of Technology Services (BTS) is part of the Core Applications Services team. In this role, you will leverage your expertise, experience, and collaborative mindset to help BTS develop, enhance, and sustain the ServiceNow platform for all City users. Your work will play a key role in improving operational efficiency and accelerating digital transformation across the organization.

Key Responsibilities

ServiceNow Support: Provide day-to-day support for the ServiceNow platform and its users. Troubleshoot and resolve incidents and service requests related to ServiceNow platform issues. Deliver excellent customer service and communicate effectively with technical and non-technical users. Assist with routine system maintenance, testing, upgrades, and platform monitoring. Support integrations with enterprise applications using Integration Hub and REST APIs. Provide initial tier 1 triaging support and know when/how to escalate to ServiceNow Development team.

ServiceNow Administration: Configure, administer, and maintain ServiceNow platform capabilities and modules including ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal or Employee Center, Collaborative Work Management (CWM) or Agile Development, and Integration Hub. Develop and maintain catalog items, forms, workflows, Flow Designer automations, and platform configurations. Assist with user administration, security roles, and configuration management.

Reporting and Platform Analytics: Develop and maintain reports, dashboards, and platform analytics. Monitor data quality, platform performance, and CMDB health. Analyze trends and provide recommendations to improve service delivery and operational efficiency.

Collaboration and Continuous Improvement: Collaborate with users and ServiceNow Developers to implement and support ServiceNow solutions. Gather business requirements and translate them into ServiceNow solutions. Maintain technical documentation, knowledge articles, and standard operating procedures. Stay current with ServiceNow capabilities, best practices, and platform enhancements.

The Team

The ServiceNow group consists of two developers and one administrator [this position]. This is one of three groups in the new Core Application Services team, which is part of the larger Enterprise Application Services program within the Enterprise Technology and Data Services division of BTS. As the backbone of software development and administration, the Enterprise Application Services teams work in close collaboration with all City Service Areas. We're not just developers; we're partners in progress, embedding our teams within bureaus to ensure tailor‑made software solutions that are both efficient and effective. Our work ranges from automating internal processes to deploying internal applications that drive business transformation for everyone serving Portlanders. Our solutions are all crafted with the specific needs of each service area or bureau in mind while harmonizing our technology footprint across the entire city.

To Qualify

Minimum Qualifications

• Experience administering and supporting the ServiceNow platform, including user support, system maintenance, troubleshooting, incident response, and resolution of platform issues.
• Advanced customer service and communication skills, including responding positively to customer issues, requests, and ideas; resolving conflicts; clearly communicating solutions to executive, technical, and non-technical audiences; and effectively managing customer expectations.
• Experience configuring, administering, and supporting ServiceNow capabilities such as IT Service Management (ITSM), IT Operations Management (ITOM), Discovery, the Configuration Management Database (CMDB), the Common Service Data Model (CSDM), Service Portal or Employee Center, Collaborative Work Management (CWM) or Agile Development, and Integration Hub.
• Experience facilitating requirements‑gathering sessions with users and stakeholders and translating business requirements into ServiceNow catalog items, workflows, approvals, forms, and automated processes.
• Knowledge of software development life cycles, workflow automation, process architecture, systems integration, RESTful APIs, extract‑transform‑load (ETL) processes, scripting, and event‑driven integration, both individually and as part of a team.
• Current ServiceNow Certified System Administrator (CSA) certification or the ability to obtain the certification within the designated probationary period.

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