ServiceNow Enterprise Lead

FALL CREEK FARM & NURSERY; Austin (TX); Hybrid; USD 78,000 - 132,000; Full time

Benefits offered by this job

100% paid health insurance

Retirement plans

Paid vacation/holidays

Job summary

The ServiceNow Enterprise Lead at the Texas Department of Family and Protective Services leads advanced analysis, architecture, and design for ServiceNow platforms. You’ll liaise between business stakeholders and development teams to ensure scalable, secure solutions that meet governance standards and ITIL-aligned workflows.

This role requires expert ServiceNow knowledge, enterprise IT service management experience, and the ability to design resilient, extensible solutions across the ServiceNow

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or related field preferred.
• 6+ years in systems analysis, ServiceNow administration, or enterprise app support.
• Experience with ServiceNow development, scripting, and advanced configuration.

Responsibilities

• Lead functional and technical analysis for ServiceNow modules including ITSM, CMDB, and catalog.
• Document advanced functional requirements, data flows, and acceptance criteria.
• Oversee configuration, scripting, and integration efforts with security and design standards.
• Support SDLC and DevOps activities, including testing and deployment planning.

Skills

ServiceNow

Requirements engineering

SDLC

Agile/Scrum

ATF/UT

Automation

API integration

Security governance

Education

Bachelor's degree in Information Systems/CS

Tools

ServiceNow Studio

Git

VS Code

MID Server

Job description

Career Opportunities: ServiceNow Enterprise Lead (21326)

Posting ID21326-Posted09/15/2026-Dept of Family & Protectve Svc-Software Development Res-Op-Computer and Mathematical-Eligible for Telework-d. $7000 - $8999 per month

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals.

What You Get Beyond Your Paycheck

When you join the State of Texas, your monthly paycheck is just one part of your real income. Our benefits provide extra value that many private employers simply don’t match—often adding hundreds of dollars each month to what you take home or save.

Here’s what you get as a full-time employee:

• 100% paid health insurance for you, and 50% paid for eligible family members—saving you hundreds every month in out-of-pocket medical costs
• Retirement plans with lifetime monthly payments after five years of state service, plus options to save even more with 401(k) and 457 plans
• Paid vacation, holidays, and sick leave so you can recharge and take care of life outside work (that’s time off you’re actually paid for)
• Optional dental, vision, and life insurance —at rates much lower than most private plans
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment

Functional Title:ServiceNow Enterprise Lead

Job Title:Systems Analyst VI

Agency:Dept of Family & Protectve Svc

Department:Software Development Res-Op

Posting Number:21326

Closing Date:03/16/2027

Posting Audience:Internal and External

Occupational Category:Computer and Mathematical

Salary Range:$7,015.16-$11,864.50

Pay Frequency:Monthly

Salary Group:TEXAS-B-27

Shift:Day

Additional Shift:None

Telework:Eligible for Telework

Travel:Up to 10%

Regular/Temporary:Regular

Full Time/Part Time:Full time

FLSA Exempt/Non-Exempt:Exempt

Facility Location:

Job Location City:AUSTIN

Job Location Address:4900 N LAMAR BLVD

Other Locations:None

MOS Codes: 0171,8848,8858,181X,182X,1D7X1,255A,255S,25B,25D,25H,26B,62E,681X,682X,781X,CTI,CTM,CTR,CYB10,CYB11
ISM,IT,Z Prefix

Brief Job Description
The ServiceNow System Analyst VI acts as a senior technical and functional analyst responsible for maximizing DFPS’s ServiceNow platform value.

This role leads advanced systems analysis, requirements engineering, solution architecture, and functional design of ServiceNow modules and integrations.

The position serves as a key liaison between business stakeholders and development teams, ensuring ServiceNow solutions meet complex operational demands, adhere to governance frameworks, and leverage secure, scalable, and maintainable best practices.
This role demands expert-level knowledge of ServiceNow platform architecture, deep experience in enterprise IT service management, and a capacity to design resilient, extensible solutions across the ServiceNow ecosystem-balancing ITIL-aligned workflows, data governance, automation, security, and cloud integration standards.Works under minimal supervision, with extensive latitude for initiative and independent judgment. May independently perform the most complex systems analysis work and:

• Shape strategic planning and policy decisions for enterprise platform direction.
• Make recommendations for modernization, system alignment, and future-state architecture.

Essential Job Functions (EJFs)

(35%) Lead functional and technical analysis, requirements definition, and end-to-end solution alignment for ServiceNow modules, including ITSM (Incident, Problem, Change, Request), Service Catalog, CMDB, as well as enterprise-grade workflows and custom app builds.

(15%) Partner with business owners to document advanced functional requirements, process maps, data flows, user stories, and acceptance criteria using modeling tools and best practices.

(15%) Provide oversight and direction for ServiceNow development, configuration, and scripting, ensuring adherence to agency security, integration, and design standards.

(15%) Review and validate ServiceNow configurations, workflows, automations, data relationships, and integrations to guarantee functional accuracy, data integrity, and regulatory compliance.

• Conduct advanced regression and UAT testing using Automated Test Framework (ATF).
• Audit and optimize catalog items, catalog flows, and request fulfillment processes.

(10%) Serve as the organization’s subject matter expert for ServiceNow, providing guidance on platform enhancements, module adoption, automation opportunities, and the impact of emerging capabilities.

• Champion Now Platform upgrades and plugin management, including Performance Analytics, Predictive Intelligence, and Mobile modules as DFPS priorities require.

(10%) Support the full SDLC for ServiceNow: lead or advise on change management, testing strategies (ATF, UAT), deployment planning, incident resolution, and post-implementation analysis.

Knowledge, Skills and Abilities (KSAs)

Knowledge of:

• ServiceNow security roles/governance, ACLs, and platform best practices
• Business process analysis, requirements engineering, and SDLC including Agile/Scrum, DevOps, and change management best practices
• Automated Test Framework (ATF) and upgrade planning
• Enterprise integration methods, APIs, cloud computing, identity federation (OAuth2, SAML), and secure data exchange
• Platform security, compliance, CMDB governance, and effective automation patterns (Flow Designer, IntegrationHub, Orchestration)
• Accessibility, regulatory (ADA/WCAG), and platform performance optimization
• Infrastructure and middleware concepts, relational and non-relational databases, data intelligence principles

Skill in:

• Solution design and architecture for complex ServiceNow implementations, including custom apps and workflow automation
• Translating business/user needs into robust technical requirements and solution designs
• Facilitating cross-functional communication, alignment, and consensus-building
• Evaluating and reviewing platform and integration designs for compliance, scalability, and security
• Advanced problem-solving, critical analysis, and debugging of ServiceNow and interfacing systems

Ability to:

• Lead multidisciplinary teams and initiatives, motivate without direct authority
• Clearly communicate complex platform concepts to stakeholders at all technical levels
• Assess risks, dependencies, and technical impacts of proposed changes
• Perform logical analysis, develop specs, code, test, and debug advanced ServiceNow and integration solutions
• Work with relational and document database components, analyze data models
• Author concise, clear technical documentation and communications
• Establish and enforce SDLC/DevOps processes using tools such as Git, Bitbucket, ServiceNow Studio, and VS Code Integration
• Manage complex platform upgrades, plugin installations, and troubleshooting release-related issues

Registrations, Licensure Requirements or Certifications
Preferred: ITIL Foundation, ServiceNow Certified System Administrator (CSA), ServiceNow Implementation Specialist,ServiceNow Application Developer, ServiceNow ITSM/CMDB/Discovery/Performance Analytics certifications, or other relevant ServiceNow module certifications.

Initial Screening Criteria

• Bachelor’s degree in Information Systems, Computer Science, or related field (preferred)
• 6+ years of experience in systems analysis, ServiceNow platform administration, or large-scale enterprise application support
• Experience in supporting/coordinating ServiceNow implementations/enhancements
• Proficiency in ServiceNow development, scripting, and advanced configuration
• Experience in at least one of: system engineering, Java/.NET middleware, integration design, business intelligence, infrastructure, or database engineering
• Experiencewith Agile delivery frameworks (Scrum, Kanban), DevOps automation, and cross-platform collaboration
• Experience with the use of ServiceNow Automated Test Framework, MID Server configurations, and similar platform administration tasks
• Experience with managing platform upgrades, module/plugin activation, and troubleshooting post-release issues

Additional Information

• Candidates from outside Texas must be willing to relocate within 30 days of hire and work onsite at the Austin office as needed.
• Must be authorized to work in the United States; DFPS does not sponsor work visas.

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited tothose listed in this posting. All active‑duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions . You may also contact the DFPS Military Liaison at [e-mail] with additional questions.

Applicants selected for hire must pass a background check and if applicable a driver’s record check.

State of Texas employees are required to maintain the security and integrity of critical infrastructure as defined in Section 117.001(2), State of Texas Business and Commerce Code. Applicants selected for hire comply with this code by completing related training and abiding by agency cybersecurity and communications system usage policies.

As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files.

DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS/DFPS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.