Technical Specialist- Junior Raleigh NC (Hybrid) Note • THIS IS A TEMP TO PERM POSITION. • After the initial contract engagement, the manager would like to hire the contractor full time. • Only candidates available to work full time without sponsorship will be considered for this position. This position is hybrid. The candidate will be required to be onsite three days a week. Job Description Are you eager to start your journey in ServiceNow technology? Join our innovative team at the City of Raleigh's Information Technology Department as a ServiceNow Technology Analyst! You will play a key role in supporting and optimizing the ServiceNow platform, with a focus on Customer Service Management (CSM), to enhance the customer experience across various city services. As a technology analyst, youll collaborate with technical teams and business users, hands on to configure, maintain, and troubleshoot the ServiceNow system while contributing to impactful projects in a rapidly evolving city recognized for its innovation. Duties and Responsibilities • Assist in supporting the day-to-day operations of the ServiceNow platform, particularly in Customer Service Management (CSM). • Collaborate with senior analysts, analysts, and stakeholders to gather business requirements, troubleshoot issues, and provide solutions. • Participate in configuring ServiceNow CSM modules, creating workflows, and improving the customer self-service experience. • Help with system upgrades, maintenance, and enhancements to ensure platform stability. • Contribute to troubleshooting and resolving incidents, ensuring timely customer support and issue resolution. • Work with cross-functional teams to understand how ServiceNow integrates with other city systems. • Follow IT best practices, including the Software Development Life Cycle (SDLC) and Information Technology Infrastructure Library (ITIL) standards. Typical Qualifications • Education and Experience: • Bachelors degree in information technology or a related field, or equivalent experience in IT support, customer service management, or related roles. Preferred 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 are a plus. • Relevant ServiceNow certifications (CIS, CAD) are a plus. Knowledge, Skills & Abilities • 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. Additional Information • The City of Raleigh's IT Department is recognized for its commitment to innovation and excellence in technology. We offer the opportunity to develop your skills and work on cutting-edge projects that impact the lives of nearly 490,000 residents. • Whether you're just starting your career or looking to grow your experience in the ServiceNow space, Raleigh is the perfect place to learn, contribute, and thrive in a supportive environment. Join a team that values diversity, work-life balance, and continuous improvement!