ServiceNow Engineer

Overview

Fulltime/Direct Hire ServiceNow Engineer

$92-$115k salary

Must live in the Buffao, Rochester, Syracuse, Elmira, Corning area.

We can only accept US Citizens orGreen Card holders.

NOTE:  We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

SummaryThe ServiceNow Engineer provides support for all Service Management systems, tools and environments. This includes the administration and development of the ServiceNow ITSM tool and environments. The ServiceNow Engineer will be responsible for configuring, administering and scripting the ServiceNow ITSM tool. This role will work with the management and leadership teams to develop technical solutions that satisfy ITSM and business needs seeking to use ServiceNow. The Engineer should possess deep technical insights in developing and managing the ServiceNow application and implementing best practices as well as have keen insight into the full life cycle of a ServiceNow application and Service Management. Develops and implements solutions within ServiceNow, advocates for solutions and best practices, and works to increase productivity.

Essential Responsibilities/Accountabilities:

Level I:

• Maintains data integrity in key existing ServiceNow modules including Incident, Problem, Change, Users, Request, and any other related or custom modules.
• Maintains established system integrations between ServiceNow and various other appliances.
• Expertly troubleshoots and maintains existing ServiceNow Workflows, UI Policies, Business Rules, Client Scripts, Catalog Scripts and any other related scripts.
• Creates, documents, and maintains basic Requests, Forms, Workflows, and related scripts within ServiceNow.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
•  Performs other functions as assigned by management.

Level II - In addition to Level I responsibilities:

• Monitors and troubleshoots capacity, performance and availability issues in the software environment.
• Builds service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Performs technical validation and testing to ensure requirements are satisfied.
• Recommends improvements and/or changes to technical design where appropriate.
• Facilitates creation and testing of future state processes and script developments.
• Loads, manipulates and maintains data between ServiceNow and other systems; performs scheduled cloning operations.
• Performs coding and moving changes across platforms (dev/test/prod).
• Escalates to vendor for defect and incident resolution as required.
•  Performs regular data audits and resolve identified issues if found.

Level III - In addition to Level II responsibilities:

• Forecasts and plans for application capacity and demand including possible future use in other areas of the enterprise.
• Analyzes and fully understands user requirements and current procedures to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Stays current with new technologies and effectively recommends strategy updates and change in direction. 
• Works with all levels of internal staff and vendors to analyze current operational procedures, identify and escalate issues and create effective resolutions.
• Coordinates / Interacts with vendor to resolve application functionality changes / problem resolution. Opens problem tickets with vendor.
• Initiates and chairs meetings and develops agendas and tasks to ensure that the application/ environments are being effectively deployed and utilized.
• Identifies and drives creation of best practices and organizational standards.
•  Uses innovative thinking and creative approaches to help customers envision and define strategic technical system designs to meet requirements.  

Level I:

• Bachelor's degree in Computer Science, Information Technology or relevant field (or four additional years related work experience in lieu of bachelors).
• Five years related work experience (i.e. technical experience with concentrated knowledge in one or more areas).
• Minimum 1 year experience with ServiceNow Fuji release.
• Experience in installation, configuration, version upgrades and providing application administrator support.
• Experience with monitoring tools, load balancing and high availability options.
• Experience in troubleshooting and being accountable to application end users.
• Knowledge of ITIL process framework - Incident Management, Problem Management, Change Management, Change Management & Service Level Management.
• Familiarity with ServiceNow core application UI and workflow configuration, report development, integration components (e.g., LDAP, SSO, etc.).
• Familiarity with client side and server-side scripting.
• Discovery: understanding server administrative tasks, basic networking, and firewall configurations.
• Intermediate understanding of Java JAR development for the ServiceNow MID Server.
• Intermediate experience with web technologies (XML, HTML, JavaScript, Web Services etc.) and ServiceNow development approaches.
• Demonstrated ability to apply technical knowledge to multiple systems and support multiple business groups.
• Demonstrated ability to translate functional business requirements into complex technical solutions.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work independently, as well as in a team environment.
• Strong verbal and written communication skills.
• Strong interpersonal skills. Must be able to effectively work with people in the team, other IT departments and/or outside of the enterprise.
•  Selected ServiceNow certifications.

Level II – requires similar qualifications as Level I, plus:

• Eight years related work experience.
• Selected ServiceNow certifications.
• Expert level understanding of client side and server-side scripting – business rules, script actions, server-side APIs, etc.
• Expert level understanding of Java JAR development for the ServiceNow MID Server.
• Experience with Orchestration.
• Advanced knowledge of Active Directory/LDAP integration with ServiceNow.
• Advanced experience with web technologies (XML, HTML, JavaScript, Web Services etc.) and ServiceNow development approaches for CMS development (CSS, Jelly Scripting).
• Configuration/Customization of the ServiceNow system, including creating workflows.
• Advanced hands-on experience with development and customization of the ServiceNow Enterprise service management application.
• Demonstrated advanced ability to translate functional business requirements into complex technical solutions.
• Strong leadership skills to effectively mentor and lead junior level personnel.
•  Strong analytical and creative problem-solving skills for design, creation and testing of complex systems.

Level III – requires similar qualifications as Level II, plus:

• Eleven years related work experience.
• Selected ServiceNow certifications.
• Master’s degree preferred.