ServiceNow ITSM Engineer

Role : Service Now ITSM Engineer

Location : Cincinnati, OH

Duration :12+ months

We are seeking an experienced ITSM Engineer with deep expertise in the Service Now platform to join a high-performing Agile/Kanban team. The ideal candidate will be responsible for Service Now administration, platform support, troubleshooting, upgrades, integrations, performance optimization, and ITSM solution development. This role will serve as a Level 3 escalation point for Service Desk operations while ensuring platform stability, security, and continuous improvement.

• Provide end-to-end administration and support for the Service Now platform.
• Manage users, groups, roles, permissions, and access controls.
• Monitor platform health, uptime, performance, and system availability.
• Troubleshoot and resolve Service Now incidents, issues, and platform‑related problems.
• Administer code releases, patches, plugins, upgrades, and clone activities.
• Support disaster recovery testing, backups, restores, and instance recovery activities.
• Manage Service Now licensing and reporting requirements.

• Configure and support Service Now ITSM, SPM, and CSM solutions.
• Develop and maintain Catalog Items, Flow Designer workflows, custom applications, and platform integrations.
• Support Service Portal, Virtual Agent, Knowledge Management, and Mobile capabilities.
• Utilize Automatic Test Framework (ATF) for testing and validation.
• Review code, identify defects, and collaborate with development teams on remediation.

• Support REST, SOAP, Service Now Spokes, and third‑party integrations.
• Diagnose and resolve Discovery and Service Mapping issues.
• Address platform vulnerabilities, especially MID Server security findings.
• Implement security best practices and support audit requirements.
• Manage credentials and secrets using enterprise vault solutions.

• Participate in Agile/Kanban ceremonies, sprint planning, daily standups, and release activities.
• Create and maintain technical documentation, knowledge articles, and operational procedures.
• Manage incident queues and provide timely issue resolution.
• Document work using user stories and Agile project management practices.
• Collaborate with stakeholders, business teams, and technical teams to deliver platform enhancements.

• 5+ years of hands‑on experience with the Service Now platform.
• Strong expertise in Service Now ITSM implementations and administration.
• Experience with Service Now CSM, SPM, Service Portal, Virtual Agent, and Mobile solutions.
• Strong understanding of Service Now Architecture and platform best practices.
• Experience with REST APIs, SOAP integrations, Flow Designer, Discovery, and Service Mapping.
• Knowledge of ITIL processes including Incident, Change, Problem, Knowledge, and Service Catalog Management.
• Experience supporting platform upgrades, patching, cloning, security remediation, and performance tuning.
• Bachelor's Degree in Computer Science or equivalent experience.

• Service Now Certified Implementation Specialist ITSM (CIS‑ITSM)
• Service Now Certified Application Developer (CAD)

• ITIL v4 Certification
• Service Now CIS‑SPM Certification
• Service Now Mobile experience
• Experience with platform security, vulnerability management, and compliance requirements.
• Experience supporting enterprise‑scale Service Now environments.

• Service Now ITSM
• CIS‑ITSM
• Service Now CAD Service
  
  Now Administration
• ITIL Processes
• REST/SOAP Integrations
• Service Now Mobile
• Service Now Platform Development

• Service Now SPM
• Service Now CSM
• Service Mapping
• Discovery
• Flow Designer
• ATF (Automated Test Framework)
• Virtual Agent
• Service Portal

• Self‑driven and proactive problem solver.
• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.
• Comfortable working independently as well as within Agile teams.
• Passionate about learning new Service Now capabilities and industry best practices.

For applications and inquiries, contact: