Lead ServiceNow Engineer

Jacksonville, Florida

Downers Grove, Illinois

Chicago, Illinois

Alpharetta, Georgia

Dallas, Texas

Birmingham, Alabama

Full time

Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs.

By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.

We are seeking an experienced Lead Service Now Engineer to provide hands-on engineering, solution design, technical leadership, and advanced support for our enterprise Service Now platform.

• Serve as a senior technical subject matter expert and engineering resource for the Service Now platform.
• Design, configure, develop, test, deploy, troubleshoot, and support Service Now solutions across enterprise use cases.
• Translate business, functional, security, and integration requirements into scalable Service Now technical designs.
• Provide technical leadership for complex Service Now enhancements, integrations, automation, modernization efforts, and platform initiatives.
• Develop and maintain solutions using capabilities including Flow Designer, Integration Hub, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, notifications, Service Catalog, APIs, scheduled processing, and related Service Now technologies.
• Design, implement, troubleshoot, and support integrations between Service Now and enterprise systems using REST/SOAP APIs, Integration Hub, MID Servers, file-based integrations, and other appropriate integration patterns.
• Support integrations and automation involving identity, provisioning, HR, security, monitoring, work-management, and other enterprise platforms.
• Provide engineering support for enterprise ITSM capabilities, including Incident, Major Incident, Problem, Change, Request, Knowledge, Service Catalog, and related workflows.
• Design and support Service Now Strategic Portfolio Management (SPM) solutions, including Demand, Project, Portfolio, Strategic Planning, Agile delivery components, organizational structures, and related data relationships where applicable.
• Analyze existing workflows, customizations, integrations, and applications to identify technical debt, obsolete functionality, modernization opportunities, and opportunities to return functionality to out-of-the-box Service Now capabilities.
• Investigate complex production issues across Service Now configuration, scripting, integrations, authentication, MID Servers, data, workflows, and connected enterprise systems.
• Lead or perform technical analysis and root-cause investigation for platform and integration failures.
• Participate in Service Now upgrades, patches, releases, and environment-management activities across development, test, and production environments.
• Analyze upgrade impacts, skipped changes, customizations, integrations, and other platform dependencies and coordinate remediation and validation activities.
• Develop risk-based testing and technical validation strategies for Service Now upgrades, releases, and significant platform changes.
• Design and maintain appropriate roles, groups, ACLs, delegation behavior, privileged-access controls, and other platform security mechanisms in coordination with security and governance stakeholders.
• Partner with Configuration Management and architecture teams to support effective CMDB and CSDM…