ServiceNow Administrator / Developer (Contract) Location: Phoenix, AZ (Hybrid) Duration: 12-Month Contract (Extension Potential) Position Overview A large municipal government organization in the Southwest U.S. is seeking a ServiceNow Administrator / Developer to support and enhance its enterprise ServiceNow platform. This role is part of a centralized IT Service Management team responsible for delivering scalable technology services across numerous departments and agencies.
The selected candidate will contribute to a mature ServiceNow environment supporting thousands of users and play a key role in advancing ITSM and ITOM capabilities. This position offers the opportunity to make a meaningful impact in a public-sector setting by improving services that support a large and diverse community. Key Responsibilities
Administer, configure, and enhance the ServiceNow platform, with an emphasis on ITSM functionality
Develop and maintain service catalog items, forms, and workflows
Support CMDB expansion and ITOM-related integrations across multiple organizational units
Perform day-to-day platform administration, including reporting, configuration, and maintenance
Partner with stakeholders to gather requirements and deliver efficient technical solutions
Execute backlog items independently, including rapid-turnaround enhancements based on business needs
Contribute to ongoing analytics and reporting initiatives
Promote best practices and enable self-service capabilities across departments
Scope of Work The role will support a broad range of initiatives, including:
Expansion and optimization of IT Service Management processes
CMDB onboarding for multiple departments as part of a multi-phase ITOM rollout
Implementation of analytics and reporting capabilities
General platform administration and governance activities
Emerging technologies such as virtual agents and employee self-service portals (as applicable)
Team Environment
Collaborate with an established ServiceNow team that includes developers and architect-level resources
Work within a structured governance model utilizing agile and Kanban-based workflows
Support a large enterprise user base, including hundreds of fulfillment users and thousands of end users across the organization
Required Qualifications
Demonstrated experience with ServiceNow ITSM administration and development
Hands-on experience with:
Service catalog configuration
Form and workflow development
Platform administration and configuration
Ability to manage workload independently and deliver solutions with minimal oversight
Strong communication skills and ability to work with technical and non-technical stakeholders
Preferred Qualifications
Experience with ITOM and CMDB implementation or support
Familiarity with integrations and enterprise system connectivity
Exposure to ServiceNow Virtual Agent, AI capabilities, or Employee Center
Experience working in large, complex, or multi-department environments (public sector experience a plus)
Work Environment & Logistics
Work Model: Primarily remote with periodic on-site collaboration (approximately a few times per month)
Location Preference: Local candidates strongly preferred
Time Zone: Mountain or Pacific time zone alignment preferred
Start Date: Targeted for mid-summer, dependent on candidate availability and onboarding
Contract Details
Initial 12-month engagement with strong potential for extension
Opportunity to gain exposure to long-term career pathways within a large public-sector organization (subject to formal hiring processes)
Why This Opportunity
Engage in mission-driven work that supports a major metropolitan community
Contribute to a large-scale, enterprise ServiceNow platform undergoing active expansion
Collaborate with experienced technical leadership in a stable, structured environment
Gain exposure to complex ITSM and ITOM initiatives at scale
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