Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. The primary purpose of this position is to actively participate in the design, integration, and delivery of a wide range of ServiceNow solutions to clients. This position will also provide mentorship, guidance and technical leadership to engineers and associate engineers. Integrate and deliver a wide range of technology solutions providing high quality content deliverables ensuring solution is implemented as designed to the client's satisfaction and approval. * What you'll do: * Conduct advanced and complex ServiceNow engineering-related studies researching current and emerging technologies, evaluates alternatives, makes recommendations, and presents reports to management. * Regularly interface with technical and business staff of customers, including the project sponsor and stakeholders of projects in more complex engagements. * Mentor other engineers to apply engineering background knowledge for project design, analysis, and project coordination of services or products. * Work with Professional Services Managers, ATAE's, Project Managers and customers to manage expectations and timelines to ensure expectations and commitments are being met. * Maintain client relationships as a trusted Technical Advisor. * Serve as a collaborative support across internal teams and clients when necessary, using experience and judgment to communicate effectively to all parties. * Serve as technical point of contact on customer engagements taking control of complex or vague problems and coordinating resolutions in a rational way. * Participate in a variety of sales activities. What we expect of you: * Bachelor's degree and 5+ years total Information Technology experience, to include experience in delivering complex technical solutions, including planning, development, implementation, and support. Or, 9+ years total Information Technology experience, to include experience in delivering complex technical solutions, including planning, development, implementation, and support. * 3+ years of experience designing and delivering ServiceNow solutions specifically. * Candidate must demonstrate the ability to multitask and prioritize workload under tight deadlines in a fast-paced environment and able to manage and escalate technical issues to the appropriate vendor support team. * Possess strong organizational, time-management, problem-solving, and follow-up skills. * Ability to design and architect ServiceNow solutions and perform advanced installation and configuration services. * Strong written and verbal communication skills are essential, with the ability to effectively interact with leadership stakeholders and clients. Candidate should maintain a professional, business-focused attitude and courteous manner towards clients, partners, and peers. * Ability to identify and deliver technical documentation that meets client-defined expectations. Strong attention to detail, especially client and project changes, and have demonstrated analytical skills to identify potential risks. * Experience balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines. Should have demonstrated experience applying lessons learned to unique problems and a history of reskilling on new technologies with the ability to determine benefits for clients. * Able to work beyond their regularly scheduled shift, select weekends, overtime as necessary or on occasion to meet operational needs. * Travel as needed to other CDW locations or client sites. * A valid U.S. driver's license is required. * ServiceNow specific certifications (CSA, CAD or CIS in domains), a plus. * We make technology work so people can do great things. * CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Operations Support Specialist serves as the primary resource for managing the Department of Human and Health Services (DHHS) ticketing system on behalf of Alliance. This role provides oversight, internal monitoring, distribution, and timely resolution of all ServiceNow tickets submitted by DHHS. The Operations Support Specialist reports directly to the Medicaid Waiver Contract Manager and acts as a key liaison between internal subject matter experts (SMEs), departmental contacts, and leadership to ensure compliance with established service level expectations. This position requires strong organizational skills, the ability to make decisions independently, and consistent communication regarding DHHS ticket status, aging, and resolution barriers. This position is fulltime remote. Selected candidate must reside in North Carolina. Some travel for onsite meetings to the Home office at Morrisville may be required. Responsibilities & Duties - DHHS Ticket Management & Oversight - Serve as the designated resource with decision making authority for the DHHS ticket system - Provide daily oversight and internal monitoring of all outstanding DHHS tickets - Triage, categorize, and distribute DHHS tickets to appropriate SMEs for investigation and resolution - Ensure timely responses to all department submitted DHHS tickets, adhering to priority-based SLAs - Collaboration & Communication - Attend ad hoc calls to review outstanding DHHS tickets and discuss issue status - Maintain a clear understanding of pending issues, operational impacts, and contractual requirements - Provide high quality customer service to internal staff, departmental personnel, and SMEs - Regularly communicate DHHS ticket progress, blockers, and expected resolution timeframes - Compliance & Reporting - Monitor aging of urgent and high priority DHHS tickets to ensure compliance with the weekly scorecard requirement for cases aging over 14 days - Ensure all DHHS ticket activities align with HIPAA regulations and internal privacy standards - Maintain accurate documentation for reporting, and performance tracking. - Additional Expectations - Weekend support may be required depending on DHHS ticket priority level - Demonstrate responsiveness, professionalism, and a commitment to timely resolution - Identify recurring issues and recommend process or automation enhancements to reduce DHHS ticket volume and resolution time - Other duties as assigned Qualifications - Must have a high school diploma or equivalent and three (3) years of administrative or office experience including: - Researching and investigating complaints - Providing education and training - Using systems to track, update, and manage service tickets, incidents, or service requests - Preferred: Experience in healthcare is preferred. Requirements - Experience in using a case management or ticketing system to track, update, and manage service tickets, incidents, or service requests to ensure timely resolution - Basic computer skills, including use of Excel and general troubleshooting ability - Ability to monitor, analyze, and report on ticket metrics to identify trends, troubleshoot issues, and escalate complex problems to the appropriate teams - Knowledge of and experience in enforcing security standards, such as HIPAA regulations and patient privacy standards - Excellent communication and customer service skills for interacting with staff and Department personnel - Problem solving skills; demonstrating critical thinking and good judgment - Ability to manage competing priorities in a fast paced environment - Experience working in cross functional teams; comfortable leading ad hoc calls and facilitating consensus Benefits - Medical, Dental, Vision, Life, Long and Short Term Disability - Generous retirement savings plan - Flexible work schedules including hybrid/remote options - Paid time off including vacation, sick leave, holiday, management leave - Dress flexibility Salary Range $22.90 - $29.19/Hourly. Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.

Telecommunting: Remote Travel Requirement: 10-25% Clearance Level Must Be Able to Possess: Secret Clearance Level Must Be Able to Obtain: Secret Public Trust/Other Required: None Transform technology into opportunity as a ServiceNow Service Portal Expert at GDIT. Shape what’s next for mission-critical government projects while shaping what’s next for your engineering career. MEANINGFUL WORK AND PERSONAL IMPACT As a ServiceNow Service Portal Expert, the work you’ll do at GDIT will be impactful to the mission of our customers. You will play a crucial role via the following: - Lead the architectural design of complex ServiceNow solutions, ensuring scalability and performance - Design, develop, and maintain custom ServiceNow Service Portals, ensuring intuitive user interfaces and optimal user experience - Create and enhance custom widgets using AngularJS, JavaScript, HTML, and CSS to extend portal functionality and meet specific business requirements - Implement and configure portal pages, themes, and branding - Configure and design custom ServiceNow Workspaces to streamline workflows and improve efficiency - Customize workspace layouts, components, and data visualizations - Develop and implement solutions for digesting and processing incoming XML data feeds, transforming them into ServiceNow records - Design and develop robust mechanisms for generating outgoing XML data, ensuring data integrity and adherence to external system requirements - Utilize ServiceNow integration capabilities (e.g., REST/SOAP APIs, Scripted REST APIs, Integrations Hub) to facilitate XML-based data exchange - Serve as the technical advisor, overseeing all technical aspects of implementations, resolving technical issues, and defining best practices for configuration, scripting, and workflow automation - Collaborate with business and IT stakeholders to define requirements, develop migration roadmaps, and facilitate workshops - Maintain and manage the CMDB, guide the architecture for ITOM tools, and ensure adherence to ITIL, compliance, and security standards - Develop and maintain technical documentation, including process flows, design documents, and high-level architecture diagrams - Provide technical guidance to team members, lead code reviews, and troubleshoot production issues to ensure platform stability - Support business growth and proposal teams by writing proposal sections, providing guidance, and contributing to the creation of cost and effort estimates - Grow junior talent through mentoring, partnership, and technical reviews - Author, review, and lead the creation of white papers and contract artifacts - Work with end users, stakeholders, and management to define and create reports, dashboards, and data analysis products - Maintain current ServiceNow and industry certifications, while obtaining additional certifications and accreditations - Lead, author, and contribute to IT-related technical processes reviews, postmortems, and continual process improvement - Create estimations on effort required to produce ServiceNow functionality WHAT YOU’LL NEED TO SUCCEED Bring your engineering expertise along with a drive for innovation to GDIT. The ServiceNow Service Portal Expert must have: ● Education: Technical Training, Certification(s) or Degree ● Experience: 8+ years of related experience ● Required Skills: - Extensive experience with ServiceNow architecture, development, and best practices, including strong knowledge of the platform's core modules - Proven expertise in ServiceNow Service Portal development and custom widget creation - Proven experience with the configuration and optimization of ServiceNow Workspaces - Strong proficiency in JavaScript, AngularJS, HTML, and CSS - Proven experience with XML data digestion and generation, and integration with external systems - Strong proficiency with integration technologies like REST APIs, SOAP, and web services - In-depth understanding of ITSM processes and ITIL frameworks - Keen understanding of modern web technologies and cloud computing architectural principles for cloud-based platforms - Excellent understanding of the Agile software testing process and lifecycle, from smoke test to integration to production deployment - Ability to identify, understand, document, and create functionality aligning with customer value streams - Ability to produce level of estimates and basic deployment plans for ServiceNow functionality - Strong organizational and time management skills while working in a rapid software development environment - Ability to identify and learn new technologies quickly - Excellent communication skills for collaborating with both technical and non-technical stakeholders - Strong analytical, problem-solving, and debugging skills ● Required Certification: - Active ServiceNow Certified Systems Administrator or ability to obtain within 30 days of start - Active ServiceNow Certified Application Developer or ability to obtain within 30 days of start - Additional ServiceNow certifications strongly preferred ● Clearance Level: Must possess and maintain an active Secret Clearance ● US Citizenship Required ● Location: Remote GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. ● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team focused on helping you achieve your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off ● Flexibility: Full-flex work week to own your priorities at work and at home ● Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore a career in software development at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your dedication to advancing innovation. Salary Information The likely salary range for this position is $169,604 - $229,464. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Benefits Information Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. About Our Work We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

• Lead the architectural design of complex ServiceNow solutions, ensuring scalability and performance • Design, develop, and maintain custom ServiceNow Service Portals, ensuring intuitive user interfaces and optimal user experience • Create and enhance custom widgets using AngularJS, JavaScript, HTML, and CSS to extend portal functionality and meet specific business requirements • Implement and configure portal pages, themes, and branding • Configure and design custom ServiceNow Workspaces to streamline workflows and improve efficiency • Customize workspace layouts, components, and data visualizations • Develop and implement solutions for digesting and processing incoming XML data feeds, transforming them into ServiceNow records • Design and develop robust mechanisms for generating outgoing XML data, ensuring data integrity and adherence to external system requirements • Utilize ServiceNow integration capabilities (e.g., REST/SOAP APIs, Scripted REST APIs, Integrations Hub) to facilitate XML-based data exchange • Serve as the technical advisor, overseeing all technical aspects of implementations, resolving technical issues, and defining best practices for configuration, scripting, and workflow automation • Collaborate with business and IT stakeholders to define requirements, develop migration roadmaps, and facilitate workshops • Maintain and manage the CMDB, guide the architecture for ITOM tools, and ensure adherence to ITIL, compliance, and security standards • Develop and maintain technical documentation, including process flows, design documents, and high-level architecture diagrams • Provide technical guidance to team members, lead code reviews, and troubleshoot production issues to ensure platform stability • Support business growth and proposal teams by writing proposal sections, providing guidance, and contributing to the creation of cost and effort estimates • Grow junior talent through mentoring, partnership, and technical reviews • Author, review, and lead the creation of white papers and contract artifacts • Work with end users, stakeholders, and management to define and create reports, dashboards, and data analysis products • Maintain current ServiceNow and industry certifications, while obtaining additional certifications and accreditations • Lead, author, and contribute to IT-related technical processes reviews, postmortems, and continual process improvement • Create estimations on effort required to produce ServiceNow functionality