ServiceNow Enterprise Lead

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., (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. Maximize use of native ServiceNow functionality, pursuing custom development (Script Includes, UI Policies, Flow Designer, Business Rules, Client Scripts, UI Actions, Catalog Client Scripts) only when business needs demand.

• Enforce CSDM data model adoption, develop advanced CMDB architecture, and execute strong configuration/data governance.

• Design, configure, and govern complex workflows using Flow Designer, Workflow Editor, and Orchestration.

• integrations with external systems and cloud platforms via REST, SOAP, JDBC, MID Server, IntegrationHub, orchestrating secure data exchange and automations.

• Manage Firefighter/SecOps integrations, Vulnerability Response, GRC policy automation, and Security Incident Response Modules.

• Configure portals, widgets, and custom UI pages as needed.

• Contribute to platform strategy, roadmap definition, upgrade planning, and change lifecycle management.

• Translate executive and technical stakeholder requirements into scalable architectural solutions, support RFPs, effort estimation, and scope management across complex ServiceNow projects.

(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:

• Advanced ServiceNow architecture, data model, scripting (JavaScript, Glide API), and key modules (ITSM, ITOM, ITAM, SecOps, CSM, HRSD, App Engine, Service Portal/Employee Center, Performance Analytics, Discovery, Event Management, GRC)
• 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
• Hands-on programming (JavaScript, ServiceNow scripting, API integration, REST message creation, MID Server utilization, Discovery schedules)

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, 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 .

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., * 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
• Experience with 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.

Loan forgiveness, 401(k), Employee discount, Vision insurance, Dental insurance, Flexible spending account, Gym membership, Life insurance, 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

You also might qualify for Public Service Loan Forgiveness, which could help you pay off federal student loans faster. You can see all the details here: ERS recruitment brochure