Service Now Administrator (Information Systems Technical Analyst VI-Generalist)

ABOUT THE ROLE This position is within the Bureau of Technology Services (BTS) Core Applications Services team. The administrator will leverage expertise to develop, enhance, and sustain the ServiceNow platform for all City users, playing a key role in improving operational efficiency and accelerating digital transformation. The ServiceNow group consists of two developers and one administrator, working as partners to embed teams within bureaus for tailor-made, efficient software solutions that harmonize the technology footprint across the city. KEY RESPONSIBILITIES - ServiceNow Support: Provide day-to-day support, troubleshoot and resolve incidents, deliver customer service, assist with routine maintenance, testing, upgrades, monitoring, and support integrations via Integration Hub and REST APIs. - ServiceNow Administration: Configure and maintain platform capabilities including ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal or Employee Center, Collaborative Work Management or Agile Development, and Integration Hub. Develop catalog items, forms, workflows, and Flow Designer automations. - Reporting and Platform Analytics: Develop reports, dashboards, and analytics. Monitor data quality, platform performance, and CMDB health, and analyze trends to improve service delivery. - Collaboration and Continuous Improvement: Collaborate with users and developers, gather business requirements, translate them into solutions, maintain technical documentation, and stay current with ServiceNow best practices. MINIMUM QUALIFICATIONS - Experience administering and supporting the ServiceNow platform, including user support, system maintenance, troubleshooting, and incident resolution. - Advanced customer service and communication skills for technical and non-technical audiences. - Experience configuring and supporting ServiceNow capabilities such as ITSM, ITOM, Discovery, CMDB, CSDM, Service Portal, Employee Center, CWM, Agile Development, and Integration Hub. - Experience facilitating requirements-gathering sessions and translating business requirements into ServiceNow catalog items, workflows, forms, and automated processes. - Knowledge of software development life cycles, workflow automation, process architecture, systems integration, RESTful APIs, ETL processes, scripting, and event-driven integration. SPECIAL REQUIREMENTS - Current ServiceNow Certified System Administrator (CSA) certification or the ability to obtain it within the designated probationary period. - Union Representation: Professional Technical Employees, Local 17 (PROTEC17). SELECTION PROCESS 1. Application Review: Week of August 31, 2026. Materials reviewed for minimum qualifications. 2. Notice/Feedback: Week of September 7, 2026. Email notification of review results, with a 14-day window to request a review of the evaluation. 3. Selection Process: Late September. Hiring bureau reviews qualified applications, conducts interviews, and checks references. 4. Conditional Job Offer: Final candidates may undergo a background or driving record check. HOW TO APPLY - Submit a resume and cover letter by the closing date of 8/31/2026 at 11:59 PM Pacific. - Optional: Submit Veterans' Preference documents (DD214-Member 4 and/or VA Benefit Letter) if applicable. EMPLOYMENT DETAILS - Job Type: Full Time, Regular - Work Schedule: Monday - Friday, 8:00 AM - 5:00 PM (alternate schedules may be available) - Work Location: Primarily remote, but remote work must be performed within Oregon or Washington. Occasional onsite visits to the Portland Building (1120 SW 5th Ave, Portland, OR) will be required with advance notice. - Employer: City of Portland, Bureau of Technology Services - Job Number: 2026-00745 - Pay Determination: Starting pay follows the Oregon Equal Pay Act, based on directly related and equivalent experience listed in the resume. - Contact: TroyLynn Craft, Senior Recruiter, troylynn.craft@portlandoregon.gov