ServiceNow Developer / Integrated Call Management System SME

ServiceNow Developer / Integrated Call Management System SME

July 26, 2021

C5T Corporation is a Woman-Owned, Certified Service-Disabled, Veteran-Owned Small Business headquartered at Scott AFB, Illinois. Founded in 2005 by three veterans, we value practical, innovation-minded people with a passion for successful mission accomplishment. We bridge the gap between operational and technical domains.

Our core values: Integrity... Excellence... Patriotism

We have a future opening for a Service Now Developer. The selected candidate is responsible for making major configuration changes, scripting, and developing complex workflows to support maintenance of existing applications and processes as well as recommended ServiceNow enhancements. This position will work with help desk team to maintain all associated documentation and standards.

Responsibilities include, but are not limited to:

• Manage the complete lifecycle of production/sub-production environments including necessary configurations and integrations, application administration activities (operational, migrations, and upgrades).
• Analyze incidents to identify application and system problems and solutions in a timely and accurate manner.
• Assist in the troubleshooting of performance, integration, and user management issues by reviewing application and system logs.
• Assist in the maintenance and administration of user profiles including groups and role management.
• Develop procedures and scripts for monitoring and automation of manual processes.
• Engage with product engineering and support teams to troubleshoot issues and any planned activities.
• Follow ITSM processes for Incident, Request and Change management process.
• Maintain system documentation for configuration and troubleshooting of known issues.
• Work closely with other admins and teams to support the delivery of related tasks successfully.
• Develop best practices for administrative operations and enhancements based on lessons learned.
• Participate in Change Advisory Board meetings to understand deliverables and timelines for administration activities.
• Coordinate and execute go-live activities.
• Ensures Service Now is integrated with and helps improve the teams People, Process, and other tools.
• Responsible for all aspects of the call management system, fully standup a new system, setting up extensions and voice mail, training users on how to access and use the system's features, and configuring the system.
• Monitor usage, update equipment, and manage repairs.
• Provide assistance to users as required.
• Leads and supervises a team of liaisons.
• Coordinate issues, problems, resolutions, and specific system support with the COR and Area Manager (AM). An AM is a Government application manager who works in conjunction with that application's Program Manager.
• When repairs or updates are made, keep records, and document the completed work. Ability to manage the following:
  • 1) Hunt Group: A directory containing destination numbers which, on receiving an incoming call, can be chosen by the caller.
  • 2) Call Queue: A directory similar to a Hunt Group that keeps the caller on hold until one of the destination numbers becomes available.
  • 3) Call Whisper: A message played to the caller providing information about the SRC
  • 4) Call Detail Records: Records of 100% of the received calls, usually including time, date, duration, calling number, and called number.
  • 5) Call Recording: The ability to record and store 100% of calls for future reference.

Qualifications:

• Education: Bachelor's degree in a similar discipline is required.
• Minimum of six (6) years of related experience is required.
• Must be able to effectively and tactfully communicate with customers and staff to convey and fulfill all duties and responsibilities listed in the contract.
• All C5T team members must have strong interpersonal skills to interact with our customers and team members. Strong communication, leadership, and presentation skills, along with analytical and problem-solving capabilities, are a must.

Requirements:

• Security Clearance level required: To be determined a clearance level of "Secret" may be required. If so, individual will be subject to a government security investigation and must meet eligibility requirements for classification access. More details are available at website: Security Clearances United States Department of State
• US Citizenship/Work Eligibility: This position requires a candidate who is either a current US Citizen or has appropriate paperwork to show eligibility for full-time work in the US.

Benefits: To show our commitment to our employees and their families, C5T offers:

• Competitive salary
• Medical, Dental, Vision, and Life Insurance, plus a Disability Plans
• 15 personal days (PTO) annually
• Ten paid holidays
• 401(k) with exceptional company match and immediate vesting
• Flexible spending account
• Health club reimbursement through our Wellness Program

C5T is committed to providing equal employment opportunities (EEO) to all employment applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, status as a protected veteran, or any other similarly protected status in accordance with applicable federal, state, and local laws.

EOE Minorities/Women/Disabilities/Veterans

Current Openings for ServiceNow Developer / Integrated Call Management System SME Jobs at C5T Corporation