ServiceNow Enterprise Lead

ServiceNow Enterprise Lead

• 100% paid health insurance for you, and 50% paid for eligible family members—saving you hundreds every month in out-of-pocket medical costs
• 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 so you can recharge and take care of life outside work (that’s time off you’re actually paid for)
• Optional dental, vision, and life insurance—at rates much lower than most private plans
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment

Brief Job Description
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.

This role demands expert-level knowledge of ServiceNow platform architecture, deep experience in enterprise IT service management, and a capacity to design resilient, extensible solutions across the ServiceNow ecosystem-balancing ITIL-aligned workflows, data governance, automation, security, and cloud integration standards.

Works under minimal supervision, with extensive latitude for initiative and independent judgment. May independently perform the most complex systems analysis work and:

Essential Job Functions (EJFs)
(35%) 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.

(15%) Partner with business owners to document advanced functional requirements, process maps, data flows, user stories, and acceptance criteria using modeling tools and best practices.

(15%) Provide oversight and direction for ServiceNow development, configuration, and scripting, ensuring adherence to agency security, integration, and design standards.

(15%) Review and validate ServiceNow configurations, workflows, automations, data relationships, and integrations to guarantee functional accuracy, data integrity, and regulatory compliance.

(10%) 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.

(10%) Support the full SDLC for ServiceNow: lead or advise on change management, testing strategies (ATF, UAT), deployment planning, incident resolution, and post-implementation analysis.

Knowledge, Skills and Abilities (KSAs)

Knowledge of:

Skill in:

Ability to:

Registrations, Licensure Requirements or Certifications
Preferred: ITIL Foundation, ServiceNow Certified System Administrator (CSA), ServiceNow Implementation Specialist, ServiceNow Application Developer, ServiceNow ITSM/CMDB/Discovery/Performance Analytics certifications, or other relevant ServiceNow module certifications.

Additional Information

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. You may also contact the DFPS Military Liaison at dfpsmilvets@dfps.texas.gov with additional questions.

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 as defined in Section 117.001(2), State of Texas Business and Commerce Code. Applicants selected for hire comply with this code by completing related training and abiding by agency cybersecurity and communications system usage policies.

As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files.

DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

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. If you need assistance completing the on-line application, contact the HHS/DFPS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.