Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this ServiceNow Enterprise Lead role.

Rezi rewrites your resume against Texas Health & Human Services Commission's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the ServiceNow Enterprise Lead posting at Texas Health & Human Services Commission — free, in seconds.

About the Role

The ServiceNow System Analyst VI acts as a senior technical and functional analyst responsible for maximizing DFPS’s ServiceNow platform value. This role leads advanced systems analysis, requirements engineering, solution architecture, and functional design of ServiceNow modules and integrations. The position serves as a key liaison between business stakeholders and development teams, ensuring ServiceNow solutions meet complex operational demands, adhere to governance frameworks, and leverage secure, scalable, and maintainable best practices.

Responsibilities

Lead functional and technical analysis, requirements definition, and end-to-end solution alignment for ServiceNow modules, including ITSM (Incident, Problem, Change, Request), Service Catalog, CMDB, as well as enterprise-grade workflows and custom app builds.
Maximize use of native ServiceNow functionality, pursuing custom development only when business needs demand.
Enforce CSDM data model adoption, develop advanced CMDB architecture, and execute strong configuration/data governance.
Design, configure, and govern complex workflows using Flow Designer, Workflow Editor, and Orchestration.
Configure integrations with external systems and cloud platforms via REST, SOAP, JDBC, MID Server, IntegrationHub, orchestrating secure data exchange and automations.
Manage Firefighter/SecOps integrations, Vulnerability Response, GRC policy automation, and Security Incident Response Modules.
Configure portals, widgets, and custom UI pages as needed.
Contribute to platform strategy, roadmap definition, upgrade planning, and change lifecycle management.
Translate executive and technical stakeholder requirements into scalable architectural solutions, support RFPs, effort estimation, and scope management across complex ServiceNow projects.
Partner with business owners to document advanced functional requirements, process maps, data flows, user stories, and acceptance criteria using modeling tools and best practices.
Provide oversight and direction for ServiceNow development, configuration, and scripting, ensuring adherence to agency security, integration, and design standards.
Review and validate ServiceNow configurations, workflows, automations, data relationships, and integrations to guarantee functional accuracy, data integrity, and regulatory compliance.
Conduct advanced regression and UAT testing using Automated Test Framework (ATF).
Audit and optimize catalog items, catalog flows, and request fulfillment processes.
Serve as the organization’s subject matter expert for ServiceNow, providing guidance on platform enhancements, module adoption, automation opportunities, and the impact of emerging capabilities.
Champion Now Platform upgrades and plugin management, including Performance Analytics, Predictive Intelligence, and Mobile modules as DFPS priorities require.
Support the full SDLC for ServiceNow: lead or advise on change management, testing strategies (ATF, UAT), deployment planning, incident resolution, and post-implementation analysis.

Requirements

Bachelor’s degree in Information Systems, Computer Science, or related field (preferred)
6+ years of experience in systems analysis, ServiceNow platform administration, or large-scale enterprise application support
Experience in supporting/coordinating ServiceNow implementations/enhancements
Proficiency in ServiceNow development, scripting, and advanced configuration
Experience in at least one of: system engineering, Java/.NET middleware, integration design, business intelligence, infrastructure, or database engineering
Experience with Agile delivery frameworks (Scrum, Kanban), DevOps automation, and cross-platform collaboration
Experience with the use of ServiceNow Automated Test Framework, MID Server configurations, and similar platform administration tasks
Experience with managing platform upgrades, module/plugin activation, and troubleshooting post-release issues
Candidates from outside Texas must be willing to relocate within 30 days of hire and work onsite at the Austin office as needed.
Must be authorized to work in the United States; DFPS does not sponsor work visas.
Applicants selected for hire must pass a background check and if applicable a driver’s record check.
State of Texas employees are required to maintain the security and integrity of critical infrastructure.
Staff must be familiar with WCAG 2.1 AA and Section 508 to create accessible content.
Employees must provide documentation to DFPS to show their identity and authorization to work in the US.

Skills

Advanced ServiceNow architecture, data model, scripting (JavaScript, Glide API), and key modules (ITSM, ITOM, ITAM, SecOps, CSM, HRSD, App Engine, Service Portal/Employee Center, Performance Analytics, Discovery, Event Management, GRC)
ServiceNow security roles/governance, ACLs, and platform best practices
Business process analysis, requirements engineering, and SDLC including Agile/Scrum, DevOps, and change management best practices
Automated Test Framework (ATF) and upgrade planning
Enterprise integration methods, APIs, cloud computing, identity federation (OAuth2, SAML), and secure data exchange
Platform security, compliance, CMDB governance, and effective automation patterns (Flow Designer, IntegrationHub, Orchestration)
Accessibility, regulatory (ADA/WCAG), and platform performance optimization
Infrastructure and middleware concepts, relational and non-relational databases, data intelligence principles
Solution design and architecture for complex ServiceNow implementations, including custom apps and workflow automation
Translating business/user needs into robust technical requirements and solution designs
Facilitating cross-functional communication, alignment, and consensus-building
Evaluating and reviewing platform and integration designs for compliance, scalability, and security
Advanced problem-solving, critical analysis, and debugging of ServiceNow and interfacing systems
Hands-on programming (JavaScript, ServiceNow scripting, API integration, REST message creation, MID Server utilization, Discovery schedules)
Leading multidisciplinary teams and initiatives, motivating without direct authority
Clearly communicating complex platform concepts to stakeholders at all technical levels
Assessing risks, dependencies, and technical impacts of proposed changes
Performing logical analysis, developing specs, coding, testing, and debugging advanced ServiceNow and integration solutions
Working with relational and document database components, analyzing data models
Authoring concise, clear technical documentation and communications
Establishing and enforcing SDLC/DevOps processes using tools such as Git, Bitbucket, ServiceNow Studio, and VS Code Integration
Managing complex platform upgrades, plugin installations, and troubleshooting release-related issues

Location

AUSTIN

Work Type

Eligible for Telework
Full time
Onsite

Experience Level

6+ years of experience in systems analysis, ServiceNow platform administration, or large-scale enterprise application support

Education Level

Bachelor’s degree in Information Systems, Computer Science, or related field (preferred)

Salary/Compensations

$7,015.16 - $11,864.50 Monthly

Benefits

100% paid health insurance for you, and 50% paid for eligible family members
Retirement plans with lifetime monthly payments after five years of state service, plus options to save even more with 401(k) and 457 plans
Paid vacation, holidays, and sick leave
Optional dental, vision, and life insurance
Flexible spending accounts for added tax savings on health and dependent care
Employee discounts on things like gym memberships, electronics, and entertainment
Public Service Loan Forgiveness may be available

About the Company

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals.

Equal Opportunity

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.