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

ServiceNow Modernization project: a multi-year initiative (June 2026 through June 2029) to modernize and enhance the City's enterprise ServiceNow platform, supporting IT Service Management (ITSM), asset and configuration management, knowledge management, reporting, and automation of business processes across the San Francisco Department of Technology (DT) and partner departments. The role reports to the ITSM Program Service Manager (ServiceNow Platform Manager), serves as a senior technical lead, and may act as the primary subject matter resource for complex enterprise-level systems. Appointment type: Permanent Exempt, Full Time, with an anticipated project duration of up to thirty-six (36) months. A cover letter and resume describing ServiceNow experience and alignment with essential duties and desirable qualifications are required to apply.

Responsibilities

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 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; 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, and 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

Requirements

An associate degree in business administration, public administration, information systems, economics, finance, computer science, UX/UI design, or a closely related field from an accredited college or university, or its equivalent in total course credits/units (at least 60 semester or 90 quarter credits/units, with a minimum of 20 semester or 30 quarter credits/units in one of the listed fields or a closely related field); Five (5) years of experience in the information systems field, including system analysis, business process design, development and implementation of business application solutions or IT project management; One year of additional experience may be substituted for the required degree; Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree; Hands-on experience configuring and developing ServiceNow Service Operations Workspace (SOW) using UI Builder, including workspace pages and components, user experience configuration, AI/Now Assist capabilities, and Employee Service Center (ESC); Hands-on experience with ServiceNow Otto, AI Agents, and Model Context Protocol (MCP) capabilities; Extensive hands-on experience with ITIL Service Management and Business Management core processes; Experience with development and implementation of ServiceNow ITSM & ITBM core modules (Incident, Problem, Configuration, Change, Knowledge Management, Project Portfolio Suite); Proficiency as Admin/Developer/Implementer administering an enterprise-wide, multi-tier ServiceNow production environment; Experience with all scripted aspects of ServiceNow (Business Rules, Client Scripts, Script Includes, UI Actions, ACLs, Workflow Activities, Scheduled Jobs); Skilled in extending the ServiceNow schema to custom applications; Experience with ServiceNow client and server-side JavaScript, scripted Web-Services, XML, HTML, AJAX, CSS, HTTP, REST/SOAP, WSDL, JAX-WS, and SSO-SAML integration with third-party systems; Knowledge of LDAP, VPN, SSL, SAML/SSO and similar technologies; Execution of at least 10 full ServiceNow Application Development life cycles on Madrid or newer releases; Experience with ServiceNow ITOM and Orchestration; Strong ability to reason logically and creatively to resolve problems and implement scalable solutions; Demonstrated ability to effectively lead a team; ServiceNow Administrator Certification (CSA); ServiceNow Implementation Specialist Certification (CIS); ITIL Foundation Certification; Master's degree in computer science, MIS or a closely related field (desirable)

Nice to have

Hands-on experience configuring and developing ServiceNow Service Operations Workspace (SOW) using UI Builder; Hands-on experience with ServiceNow Otto, AI Agents, and Model Context Protocol (MCP); Extensive hands-on experience with ITIL Service Management and Business Management core processes; Experience with ServiceNow ITSM & ITBM core modules; Proficiency administering an enterprise-wide, multi-tier ServiceNow production environment; Experience with all scripted aspects of ServiceNow; Skilled in extending the ServiceNow schema to custom applications; Experience with ServiceNow client and server-side JavaScript and scripted Web-Services; Knowledge of LDAP, VPN, SSL, SAML/SSO; Execution of at least 10 full ServiceNow Application Development life cycles on Madrid or newer releases; Experience with ServiceNow ITOM and Orchestration; Strong logical and creative problem-solving ability; Demonstrated ability to lead a team; ServiceNow Administrator Certification (CSA); ServiceNow Implementation Specialist Certification (CIS); ITIL Foundation Certification; Master's degree in computer science, MIS or a closely related field

Benefits

Competitive pay, benefits, and retirement options; Career growth opportunities through training, internal mobility, and subsidized education; Diverse work environment in a diverse city