ServiceNow Specialist



Posted on Tuesday, November 21, 2023
About Us
Merit’s verified identity ecosystem helps trusted organizations across government and enterprise solve critical real-world problems in workforce development, emergency services, licensing, education, defense readiness, and other sectors. Thousands of trusted organizations - including government agencies and nonprofits - use Merit for digital verification of credentials, licenses, training, and skills.
Using Merit, organizations can capture and certify people data in containers called merits (Watch this video to learn more: What is Merit?), and grant them to individuals. All of an individual’s merits are stored in one place, providing people agency over their verified data, giving people secure access, and selective sharing with other organizations.
By connecting organizations and individuals, the Merit Platform supports a robust verified identity network that serves as a source of truth and trust for entire industries; bringing visibility, liquidity, and trust to people’s data.
Florida Division of Emergency Management
The Florida Division of Emergency Management partnered with Merit to provide a fast, secure, paperless solution for the verification and time-tracking of thousands of volunteers and paid medical professionals assisting with the statewide COVID-19 vaccination efforts. As a result of our work together, FDEM was named a StateScoop 50 Award winner for the State IT Innovation of the Year.
Ohio Department of Education - Afterschool Child Enrichment (ACE) Program
After the Ohio State Legislature created the $125M 2-year Afterschool Child Enrichment (ACE) educational savings account program, the Ohio Department of Education (ODE) contracted Merit to inform parents, guardians, and businesses about the new opportunity and eligibility requirements. Merit developed and delivered support systems, workflows, and digital assets for the ACE program. ODE issued digital credentials to parents and guardians certifying student eligibility, enabling them to use the grants with service providers listed in the Education Marketplace, and the Ohio ACE app is a single destination to view account balances and submit claims.
Virginia's Department of Professional and Occupational Regulation (DPOR)
DPOR partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 Virginia’s Department of Professional and Occupational Regulation (DPOR) partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 professionals across more than 40 industries that are required to have a license to work. With Merit, those licenses are now digital, accessible, and easily verifiable by consumers and businesses.
Our Values
Merit’s values are more than just words on paper – they permeate the company’s brand, culture, products, and even individual actions. Our values are:
Everyone is a friend. We see opportunities everywhere because Merit has endless ways to grow the already vast and self-propagating Verified Identity graph.
Building a network of truth and trust. Merit is modeling the real world of Verified Identity into a digital one, built on merits. Society values truth and merits represent the truth.
A rising tide lifts all boats. We think about entire industries and how to make the most impact on people’s lives. When we succeed, our employees, partners, and everyone on Merit should succeed.
Measure to meaningfully improve. Work is measured by output, not vanity metrics, and the things we do measure have goals.
Use Merit to build Merit. The strength of the Merit network, platform, and company compounds with the addition of every partner, consumer, and employee.
Benefits at Merit
Remote first with flexible working hours Unlimited time-off with encouraged minimums
Medical plans designed to provide comprehensive, high-quality medical and prescription drug coverage with low to no deductible
Dental and Vision coverage
Employee Assistance Program with 24/7 support Income protection through basic life insurance, voluntary additional life insurance, and disability insurance
401k Program
Fully paid parental leave for 6 months for both Moms and Dads
Additional support resources like Rightway care concierge, One Medical, Sibly, and SoFi to support employees in getting the most from their benefits from financial to mental health support
A dedicated People Operations team always looking for feedback and new opportunities to provide benefits that meet the needs of our employees
The Role
Merit is a startup environment where you will be expected to roll up your sleeves, take initiative, and get creative about finding solutions to challenges. This is a full-time, 100% remote role with occasional travel.
In this role you'll contribute to our ServiceNow development efforts, as we look to couple ServiceNow applications, modules and integrations with Merit’s core software and service offerings. As a ServiceNow Specialist at Merit, you will be responsible for understanding customer requirements, preparing and delivering proposals and technical demonstrations, and communicating with Merit teams to connect products to meet our customer’s needs. You will work cross-functionally to ensure that customer needs are met and we identify and explore product expansion opportunities where available. You will join our highly motivated Sales team and become a critical part of the successful sales and delivery of Merit products.
This is an Individual Contributor role. You will report directly to Merit’s Sales Leadership.

What you will do

  • Build a mastery of the Merit platform, all features, and past use cases and build strong understanding of how the platform solves each unique business line needs
  • Assist with the design, development, testing, implementation, and continual maintenance and improvements of ServiceNow applications, modules, and integrations in alignment with Merit’s service offerings
  • Collaborate with functional stakeholders to document requirements and translate them into technical solutions offerings
  • Work with internal Sales Engineering, Product and Solutions Architecture teams to capture feedback from client requests and evaluate the data to create new sales and marketing strategies to target customers paired with ServiceNow capabilities
  • Apply their Merit expertise, coupled with their technical background, to demonstrate the Merit platform with prospective clients and help them understand the value of the platform for the client’s specific needs / use case
  • Assist with proposal creation and pricing strategies that accurately capture the clients requests and expectations while contributing technical writing support for both solicited and unsolicited proposals in all business lines
  • As the client transitions through the contracting phase, assist in ensuring the client has the appropriate ServiceNow applications, modules and integrations to meet their needs
  • Provide technical support around ServiceNow and Merit capabilities to the Sales and Delivery teams during high-demand times
  • Conduct research and present findings in a clear and concise manner that adequately address the problem statement and effectively communicate with internal teams to support successful solution development and implementations
  • Provide support during program deployments, both on-site and remote (including declared disasters when Merit deploys teams to assist).

Requirements and Preferences

  • Willing and able to travel frequently (up to 50%) for deployments, in-person demonstrations, conferences and running training and information sessions
  • Experience in ServiceNow development including competency in JavaScript, HTML, CSS, and ServiceNow scripting languages
  • Experience with ServiceNow modules such as ITSM, ITOM, ITBM, or CSM is a plus
  • ServiceNow Certified System Administrator (CSA) certification is preferred
  • Experience with proposal and specification development and documentation preferred.

Your Skills & Experiences

  • Collaboration first approach. Collaborates effectively as a strong team player, managing input from and working cohesively with multiple stakeholders to foster alignment, identify, and deliver the most effective and impactful solutions for the collective
  • Strong problem-solving skills. Demonstrates strong problem-solving skills by quickly identifying issues, assessing the accuracy and relevance of information, using sound judgment to generate and evaluate potential resolutions, and making thoughtful recommendations
  • Excellent communication skills. Expresses information to both individuals and groups efficiently and effectively using multiple communication pathways. Able to take into account the audience and nature of the information (technical, sensitive, controversial) and adjust communication accordingly. Strong ability and willingness to practice active listening and to calmly deescalate frustration
  • An eye for detail. Exhibits a drive to approach all work in a thorough and conscientious manner, making a point to understand scope and key success metrics with the goal of providing high quality work outputs that help to advance business objectives
  • An advocate and support system for others. Exemplifies a welcoming, supportive, and professional presence with a strong ability to assess individual needs, provide information or assistance to resolve issues or satisfy expectations, calmly and firmly set issues back on track, and shows a strong commitment to providing excellent support
  • A champion of the big picture. Understands how their work and the work of their department fits into the bigger picture of Merit’s goals and strategies and uses that understanding in cooperation with our values to guide daily operations
  • Always learning. Sees growth potential in every piece of work, turns failures into opportunities for feedback and learning, challenges inefficient or ineffective process, and makes an effort to learn quickly by pursuing growth opportunities and tasks that stretch abilities
At Merit, we don’t just accept differences, we celebrate, support, and value them for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Merit is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We encourage applications from veterans and military spouses.
Merit is dedicated to providing an accessible environment for all candidates during the application process and for our employees. If you need accessibility assistance or a reasonable accommodation, you may contact us at