Job Description

Join Our Team

Do you want to make an impact on the world around you? The work we do at Kyra Solutions directly impacts government entities and the citizens they serve. In Transportation, our solutions are designed to save lives on the roadways and in our Regulatory practice, we are designing solutions to make government digital for your accessibility. Kyra works hard to offer long-term growth potential, competitive wages, and continuous professional development for our employees.

If you are interested in furthering your career with Kyra and help us improve theway governments serve their citizens, please send your resume, and make sure to include salary expectation, availability, and contact information. You do not want to miss this opportunity!

Title : System Analyst (ServiceNow) (On-site) | Location : Tallahassee, FL | Duration : Long-Term

Required Skills and Experience

• Minimum of 3 years experience configuring, designing, and developing in the ServiceNow Platform.
• Experience with data extractions and conversions.
• Knowledge of State and Federal laws applicable to the implementation of an information technology solution.
• Development experience in JavaScript, HTML, XML, Json, and SQL.
• Experience integrating with Microsoft.
• Experience integrating with a third-party system.
• Knowledge in using Discovery to populate the CMDB, implementing Service Mapping for business service visualization.
• Knowledge of CSM.
• Strong verbal and written communication skills and experience communicating with multiple levels of Department staff, from leadership (e.g., Project Director) to technical and functional staff, as well as with external stakeholders.
• ServiceNow Certifications.
• Certified System Administrator (CSA).
• Certified Application Developer (CAD).
• Knowledge of industry and State information technology requirements.
• Experience with Project Management.
• Knowledge of State procurement and contract monitoring requirements.

Preferred Skills and Experience

• Minimum of 5 years experience configuring, designing, and developing in the ServiceNow Platform.
• ServiceNow Certifications.
• Certified Implementation Specialist IT Service Management (CIS-ITSM).
• Certified Implementation Specialist Customer Service Management (CIS-CSM).
• Experience with data extractions and conversions.
• Experience Performance Tuning.
• Experience with Data Security.
• Experience configuring custom email templates.
• Experience implementing security policies using ACLs (Access Control Lists), roles, groups, and authentication mechanism.

Primary Responsibilities

• Configuring, integrating and implementing ServiceNow activities including the following modules and functionality.
• Case Management.
• Major Case Management.
• Change Management.
• Problem Management.
• Incident Management.
• Service Request Management.
• Knowledge Management.
• Workspace Management.
• Reporting.
• Dashboards.
• Self-Service Portal (Customer).
• Technician Portal (Employee).
• Service Level Management.
• Workflow/Flow and Rules Management.
• Configuration Management.
• Customer Satisfaction Surveys.
• Virtual Agent.
• Live Chat.
• Performance Analytical.
• Agile Development.
• Develop ServiceNow workflows and flows.
• Implement and configure the Service Level Management platform from ServiceNow
• Configure dashboards, automated workflows, flows, self-service portal, live chat, and virtual agent
• Perform ServiceNow CSM upgrades, including module configuration, integration testing, and customizations
• Participate in defect management and triage functions, working cross-functionally to resolve issues
• Maintain detailed documentation of application design and code generation techniques
• Participate in testing s (new features, re-testing, regression, smoke, release testing)
• Develop and deliver training and knowledge transfer related to ServiceNow.

Why Kyra?

Founded in 1997, Kyra Solutions is a national leader of transportation technology and regulatory solutions in government. We specialize in the art and science of digital transformation in government. Our commitment to providing the highest level of service and tailored solutions has supported our consistent double-digit growth for over a decade. We are headquartered in the greater Tampa Bay area with other offices across Florida and an innovation center in Silicon Valley, CA.

Because of our dedication to our employees, we have won one of the Best Companies to Work for in Florida 2 years in a row by Florida Trend magazine. Kyra has won other numerous awards including the coveted INC magazine s one of America s Fastest Growing Companies several years in a row. Kyra s commitment to our employees, to best practices in project management and business analysis, and to solution development has led to our achievement in becoming the first Project Management Institute certified company in Florida. Our proven successful track record has resulted in several prestigious awards including the State of Florida's Diversity Business of the Year Award. We are proud to be a sponsor for the TaxWatch Productivity Awards and partner to Florida TaxWatch. for more information.

Background & References

Verifiable professional references will be required along with the resume; however, references will be checked/contacted after the interview and before the project starts. Level two background check will be done on the selected candidate for employment, criminal (State & Federal), education, and others as mandated by the client. Please make sure your resume and all other information provided are accurate. Any misrepresentation will mean permanent disqualification by the client. Equal employment opportunity employer.

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