Description of Duties

• Coordinate and take the lead role for the technical/functional development and support of the assigned ServiceNow requests, projects, and tasks.
• Host sprint planning sessions and provide time and resource estimates to the PTC before work begins.
• Plan releases into PROD around the sprint delivery dates.
• Ensure a mutual understanding of the request and the proposed approach/response between both the PTC and the Contractor before beginning work on a request
• Coordinate and execute all development aspects including reports, integrations, interfaces, conversion programs, database design and creation, and enhancements.
• Document requirements, or user stories in detail, as determined by the PTC (within Azure Dev Ops (ADO)).
• Perform technical functions that are within the scope of this position. These include, but are not limited to configuring, coding, testing, writing automated test scripts using ATF, data loads, and scripting
• Document the progress and other details relating to the work being performed within the appropriate PTC's Microsoft Azure DevOps (ADO) record.

• Record requirements or user stories within the PTC's Microsoft Azure DevOps (ADO) system as directed by the PTC for testing and requirement traceability purposes
• Create testing plans and test scripts as needed to ensure proper operation of the requested change, enhancement, or program as directed by the PTC.

• Perform and/or coordinate the Unit, System Integration, User Acceptance, and other testing as specified by the PTC following the PTC's IT Quality Management Playbook (playbook to be provided upon start of work)
• Document and demonstrate the changes (Showbacks) as directed, plus present the change at the PTC's Change Review Board meetings.

• Work with the PTC system administration team to have the changes code and peer reviewed then implemented into PROD.
• Work at the direction of, and report to, the PTC's CBS Varied Team Supervisor or designee.
• Provide documentation and knowledge transfer on the changes, as requested by the PTC. Plus provide guidance and support to the application support team, as needed, for troubleshooting issues or answering questions as directed by the PTC.
• Perform tasks and other duties as assigned by the PTC.

Other requirements and expectations

• Contractor resources are expected to have cameras on for virtual meetings and need to be available to come to PTC's offices for emergency and during critical phases for the project. No travel expense will be provided for this.
• Work, and be available to the PTC, from 8:00 am to 5:00 pm Eastern Time on any day the PTC CAB is open for business (usually Monday thru Friday). PTC will consider alternate work schedules on a case-by-case basis. Meetings with PTC staff generally will need to be scheduled 8:30 AM to 3:30 PM, Monday through Thursday, and Friday on a case-by-case basis.
• Work at a location that is virtual to the PTC. Occasionally, some team members will need to be able to come in person as needed. No travel expenses will be paid.
• All resources shall be located within the 48 Continental United States. There are no Off-shore opportunities within this SOW.
• Selected resources will also be required to come to PTC occasionally for team building and/or in-person meeting opportunities. No travel expense will be provided for this.
• Contractor shall abide by all PTC policies and IT standards. IT Standards are published at while PTC Policies are published at . Contractor must familiarize themselves with these policies and standards.

Minimum Experience

• Equivalent combination of education and/or experience may be accepted.
• 5 years' experience as a Business Analysis for supporting ServiceNow business processes.
• 5 years' experience with designing business processes for ServiceNow implementation.
• At least one hands-on ServiceNow implementation project as a functional or technical lead
• At least two prior support and enhancements project as a functional or technical lead.
• 2 years' experience coding and configuration ServiceNow.
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
• Proficient in ITIL practices and methodologies.

Desired Skillset

• The ideal candidate will have 8 or more years of expertise in delivering services via ServiceNow for projects of various sizes and subject matters.
• The ideal candidate will have 5 or more years of experience in delivering ServiceNow services as described within this request.
• Ability to work independently to accomplish the tasks and duties assigned.
• Demonstrated exceptional critical thinking and problem-solving skills.
• Additional beneficial skills include:
  • Enterprise Business Solutions, specifically SAP projects.
  • ITIL / ITSM practices and methodologies.

Certifications / Education

• CIS-ITSM (Certified Implementation Specialist) OR
• CSA (Certified System administrator) OR
• ServiceNow Certified Developer.

• Bachelor's degree in business management or information systems.
• Equivalent combination of education and/or experience may be accepted.