Principal ServiceNow Implementation Specialist (1054) - Enterprise Applications - Department of Technology

ServiceNow Modernization Project:

The ServiceNow Modernization project is a multi-year initiative to modernize and enhance the City’s enterprise ServiceNow platform, which supports IT Service Management (ITSM), asset and configuration management, knowledge management, reporting, and the automation and digitization of business processes across DT and partner departments.

Its purpose is to expand and strengthen the City’s ServiceNow capabilities by delivering updated modules, automated workflows, modernized ITSM functionality, and more mature asset and knowledge management processes, along with improved reporting and analytics. The project is scheduled to run from June 2026 through June 2029. A 36 month timeline is necessary because the modernization effort will be delivered in sequenced phases.

The overarching goal of this project is to support DT and other City departments and agencies in their IT modernization efforts by digitizing business processes and intelligently automating tasks and workflows that integrate systems, people, and data across the enterprise.

Position Description:

This role reports to the ITSM Program Service Manager (ServiceNow Platform Manager). Under general direction, this position oversees the more difficult and complex aspects of the systems development lifecycle for ServiceNow, including needs analysis, structured systems analysis and design, feasibility analysis, technology and software assessment, project planning and management, system installation, implementation and testing, conversion to production status, technical and procedural documentation, user training, and post-implementation assessment and administration.

This role requires strong ServiceNow developer expertise, including hands-on experience in platform development, configuration, customization, and integration, to design and deliver scalable, high-quality solutions. The position serves as a senior technical lead and may act as the primary subject matter resource for an organization supporting complex, enterprise-level systems.

The successful candidate will:

(A) Demonstrate the ability to perform job functions in an independent manner.

(B) Have a strong background in IT Service Management and IT Operations Management processes and solutions.

(C) Possess deep expertise across the ServiceNow platform, including hands-on development, configuration, customization, and administration of applications, integrations, and workflows.

Essential duties include, but are not limited to, the following:

• Serves as the lead technical authority for ServiceNow, providing architectural direction and oversight across solution design, development, testing, and deployment.

• Leads the design, development, and implementation of ServiceNow ITSM modules, custom applications, workflows, and automation solutions.

• Designs, configures, develops, and enhances ServiceNow Service Operations Workspace (SOW) using UI Builder, including workspace pages, components, user experiences, AI/Now Assist capabilities, and Employee Service Center (ESC) functionality.

• Architects scalable platform solutions and integrations using REST/SOAP APIs, IntegrationHub, and MID Server.

• Partners with stakeholders to gather requirements, assess technical feasibility, and define scalable solutions for integrations, enhancements, and new capabilities.

• Enhances CMDB and asset management capabilities through discovery, data modeling, system integration, and data quality governance.

• Enhances and enforces development standards, platform governance, and best practices while performing advanced scripting and troubleshooting.

• Leads platform lifecycle and operations, including upgrades, performance tuning, monitoring, release management, documentation.

• Provides knowledge transfer and handoff to permanent staff at project completion.

• Participates in QA cycles, regression testing, and release management activities.

• Performs other related duties as assigned.