IT ServiceNow Engineer

Position Summary
The IT ServiceNow Engineer will play a key role in delivering the Company’s next generation IT Service Management platform to design and enhance the technology services we deliver to our clients and business. The role’s primary responsibilities are to design, implement, and support ServiceNow forms, workflows, and integrations with other systems. The individual participates in all phases of the development life cycle. The person in this role will provide hands-on technical expertise to develop code and integrations as a part of architecturally sound solutions to enable the growth of our ITSM platform, and deliver enhancements and applications to our customers.

Essential Job Functions
• Design and deliver technical solutions on the ServiceNow platform.
• Work with CMDB discovery, remediation, service mapping and application rationalization.
• Design and implement short and long-term strategic plans and roadmaps that align with the present and future needs of business.
• Hands-on extensive knowledge of leveraging REST/SOAP frameworks for integrations with varied upstream and downstream IT systems.
• Experience in leveraging ServiceNow platform for automation by leveraging system tools (i.e. Orchestration).
• Work with Business and Process Owners to understand business requirements and develop robust solutions based on platform strategy. Ability to recommend design solutions based on experience and best practices.
• Perform administration, development, documentation, and technical support of the ServiceNow platform and integrations including Service Portal, MID server Administration, Active Directory integration, SCCM integration, etc.
• Experience using ServiceNow Business Rules, Client Scripts, Glide Records, and Access Control Lists.
• Closely monitor performance of environment; identify problems, and implement solutions.
• Establish, administer, and monitor security in the environment including the setting of appropriate end-user data access control levels.
• Meet with decision makers and end users to define requirements and goals.
• Perform administration of ServiceNow Performance Analytics.
• Provide first-level application support. Resolve problems and answer questions related to the environment.
• Contact vendor support when necessary; facilitate customer problem resolution with optimum speed and efficiency.
• Perform administration of Software Asset Management in ServiceNow.
• Support the continuous improvement of ITIL processes implemented on ServiceNow, including Incident, Problem, Change, Release, Asset & Configuration, CMDB, and Knowledge.
• Perform configurations and customizations, update set migration, data migration, environment management, and user/group management.
• Design, build, and maintain custom applications using ServiceNow Studio.
• Perform and manage system patching, upgrades, and all associated testing.
• Ensure solutions compliant with agreed standards.
• Support testing, deployment, training, and communication.

• High school diploma or equivalent
• Bachelor’s degree preferred
• ServiceNow certification is preferred

Experience/Minimum Requirements
• Five (5) years’ experience in ITSM
• Previous ServiceNow administration and development experience

Other Skills/Abilities
• Extensive IT infrastructure experience
• Demonstrated personnel management skills
• Good understanding of business requirements
• Able to conduct research into issues and products as required
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
• Highly motivated and directed
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Proficient in Microsoft Office applications
• Ability to communicate effectively with both internal and external customers

Organizational Relationship

Reports to: Manager, Collaboration & Monitoring Services

Working Conditions: Remote

Additional Information: N/A
Full time
Canonsburg, PA 15317, US