Senior Technical Solutions Specialist

Delivering exceptional technical solutions to meet business needs.

The Deltek Information Technology team provides critical technical support, services, and applications to a global workforce. Our goal is to find innovative ways to help employees maximize their productivity and achieve their business objectives.

1. Provide strategic direction and guidance for the administration, support, and maintenance of core ITSM (Incident, Problem, Knowledge, Change, and Request Management and CMDB), ITOM Discovery (SCCM, JAMF, Qualys) and HAM.
2. Research and analyze business requirements, provide conceptual and detailed designs to meet business needs, develop, enhance, and manage configurations in ServiceNow, and test and support the rollout of solutions.
3. Offer advanced-level assistance to ServiceNow admins for day-to-day operations/support cases.
4. Be considered an expert in troubleshooting ServiceNow, CMDB, and ITAM database structures, data management, and process enhancement.
5. Lead the development and deployment of new integrations with internal/external systems.
6. Interface regularly with team members providing quality ServiceNow end-user support while delivering exceptional customer service.
7. Engage in all aspects of Agile development, including understanding business requirements and testing support to analyze and mitigate issues.
8. Participate in code reviews and change management processes to develop and implement new applications and updates to existing applications.
9. Perform Tier-3 support activities and tasks for ServiceNow as required.
10. Interface with third-party software vendors to escalate and resolve software/technical problems.
11. Collaborate cross-functionally with business owners, solution architects, business systems analysts, project managers, and other engineers/developers to discuss technical options and pros/cons to meet business requirements and achieve secure and scalable solutions while applying best practices.

1. Bachelor's degree in technology or equivalent experience required.
2. 6-8+ years in an IT environment with strong IT Service Management experience and a solid understanding of ITIL.
3. 5-7+ years of ServiceNow experience in administration, configurations, customizations, development, enhancements, troubleshooting, end-user support, platform updates, and maintenance.
4. 5-7+ years proficiency in customizing ServiceNow through form customizations, business rules, workflows, client scripts, script includes, UI policies/actions, security rules, and other ServiceNow constructs.
5. Mastery of ServiceNow Core Modules, including ITSM (Incident, Problem, Change, Knowledge, and Request) and ITAM (including CMDB and HAM).
6. Strong understanding of CSDM and CMDB, including integrating and importing data using ITOM discovery tools (SCCM, JAMF, Qualys).
7. Advanced understanding and adherence to best practices in development, test, and production environments.
8. Experience in full project life cycle development for systems and applications.

This role offers opportunities for growth, professional development, and collaboration with a talented team of professionals.

1. Strong communication (oral and written) skills.
2. Experience working with a variety of roles/levels, from junior staff to managers to customers.
3. A wide degree of creativity and passion for process improvement expected.
4. Maintain a positive environment and high-performance standards.
5. Experience interacting with and supporting geographically dispersed clients/users.
6. Flexibility to take on tasks outside of own area and to assist the team is a key success factor.