NYC Department of Social Services
The Department of Social Services (DSS) is comprised of the administrative units of the New York City Human Resources Administration (HRA) and the Department of Homeless Services (DHS). HRA is dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as Food Assistance and Emergency Rental Assistance. DHS is committed to preventing and addressing homelessness in New York City by employing a variety of innovative strategies to help families and individuals successfully exit shelter and return to self‑sufficiency as quickly as possible.
Information Technology Services (ITS) is DSS’s technology services organization. ITS’s mission is to support the daily, emergent, and long‑term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment and work‑engagement services, revenue‑producing computer matches, claiming systems, and personnel systems.
Position Overview ITS is recruiting for one (1) IT Service Management Specialist to function as a ServiceNow CMDB Developer. This role will support the configuration management, discovery, and service mapping functions within the ServiceNow platform.
Responsibilities
Work with application owners, infrastructure, and database teams to troubleshoot application mapping failures.
Collaborate with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information.
Create and validate service maps for all ITS applications, ensuring monitoring of applications with attention to specific nodes and their connections to servers, switches, databases, and applications.
Perform day‑to‑day administration of the ServiceNow Service Mapping/Discovery tool, including mapping additional defined business services into the tool and updating discovery configurations for deeper network penetration.
Provide visibility to Discovery performance and issues via the development and deployment of unified CMDB dashboards.
Collaborate with infrastructure architects to understand IT technology strategy and requirements gathering, which helps determine application dependencies within the network infrastructure.
Hours / Shift Normal Business Hours
Qualifications and Experience Minimum Qualifications
Baccalaureate degree in computer science, engineering, or a related field and four years of satisfactory full‑time experience in information technology service management, process management, or operations.
Baccalaureate degree in an accredited college and eight years of satisfactory full‑time experience in information technology service management, process management, or operations.
Education and/or experience that is equivalent to either of the above.
Preferred Skills
Experience developing or administering ServiceNow ITSM tools, including Configuration Management and Discovery/Service Mapping.
Knowledge of web services, HTML, REST, XML, and JavaScript.
Understanding of ServiceNow discovery tools and Service Watch.
Knowledge of ITIL processes and ITSM best practices.
Certifications: ITIL 4, Certified ServiceNow System Administrator, ServiceNow (CIS) Service Mapping Certification, ServiceNow (CIS) Discovery Certification.
Benefits and Additional Information As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement: New York City residency is not required for this position.
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
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Information Technology Services (ITS) is DSS’s technology services organization. ITS’s mission is to support the daily, emergent, and long‑term needs of both agencies. ITS creates and enhances the technology infrastructure and computer applications that support HRA and DHS and develops applications, including a variety of client eligibility and recertification systems, case management systems, housing systems, employment and work‑engagement services, revenue‑producing computer matches, claiming systems, and personnel systems.
Position Overview ITS is recruiting for one (1) IT Service Management Specialist to function as a ServiceNow CMDB Developer. This role will support the configuration management, discovery, and service mapping functions within the ServiceNow platform.
Responsibilities
Work with application owners, infrastructure, and database teams to troubleshoot application mapping failures.
Collaborate with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information.
Create and validate service maps for all ITS applications, ensuring monitoring of applications with attention to specific nodes and their connections to servers, switches, databases, and applications.
Perform day‑to‑day administration of the ServiceNow Service Mapping/Discovery tool, including mapping additional defined business services into the tool and updating discovery configurations for deeper network penetration.
Provide visibility to Discovery performance and issues via the development and deployment of unified CMDB dashboards.
Collaborate with infrastructure architects to understand IT technology strategy and requirements gathering, which helps determine application dependencies within the network infrastructure.
Hours / Shift Normal Business Hours
Qualifications and Experience Minimum Qualifications
Baccalaureate degree in computer science, engineering, or a related field and four years of satisfactory full‑time experience in information technology service management, process management, or operations.
Baccalaureate degree in an accredited college and eight years of satisfactory full‑time experience in information technology service management, process management, or operations.
Education and/or experience that is equivalent to either of the above.
Preferred Skills
Experience developing or administering ServiceNow ITSM tools, including Configuration Management and Discovery/Service Mapping.
Knowledge of web services, HTML, REST, XML, and JavaScript.
Understanding of ServiceNow discovery tools and Service Watch.
Knowledge of ITIL processes and ITSM best practices.
Certifications: ITIL 4, Certified ServiceNow System Administrator, ServiceNow (CIS) Service Mapping Certification, ServiceNow (CIS) Discovery Certification.
Benefits and Additional Information As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.
Residency Requirement: New York City residency is not required for this position.
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
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