Lead ServiceNow Expert

Lead Service Now Expert

Location:

Chicago or New York (2 to 3 days in Office) Duration: 12 Months

We are looking for a Lead/Senior SRE Engineer who has expert understanding of Service Now, to support build out of a strategic operational monitoring framework. The candidate should have history of working on Service Now integrations and can perform in-depth analysis of performance issues within Service Now. The goal of this role is for Service Now Subject Matter Expert for identifying and proposing Service Now Solutions for business development, including helping plan, implement and administer all aspects of the new Service Now IT Service Management (ITSM) platform.

The role will work with Systems Support, Quality Engineering, change and Release Management, product owners, scrum masters, and with other technology centers of excellence. The Lead SRE Engineer is responsible for delivering automated monitoring solutions to improve application and platform transparency and service availability and stability. This role will leverage key/core Service Now Capabilities. Strong analytic skills and ability to develop and implement analytical data models and dashboard and reports using Common Information Model (CIM) to enable customers to analyze data and make business decisions.

• Expert knowledge and hands on experience of Service Now Application.
• Aptitude to troubleshoot L2/L3 problems as they relate to Service Now Application.
• Ability to work iteratively and converts business requirements into quick prototypes with different Visualization options.
• The ideal candidate will be a self-starter with experience planning, implementing, and administering all aspects of Service Now in an enterprise-class environment. They may also have similar experience with related technology services and can deliver excellent results with minimal supervision. They will demonstrate excellent interpersonal and communication skills, have a strong attention to detail, and possess superior maturity, professionalism, and judgment.
• Extensive knowledge of data warehousing and information management best practices.
• Extensive experience defining and rationalizing complex data models within data warehousing environment.
• Extensive experience in defining, implementing, and executing data analysis concepts such as profiling, lineage, impact analysis, mapping
• Hands on experience in Performance optimization, Query optimization
• Hands on experience in Splunk Onboarding/reporting, Grafana Dashboard, and integration.
• Experience in Architecting Visualization / Analytics using Power BI (both extracted and live connected data sources)
• Experience in building Integration of Grafana with various data sources like Prometheus, App Dynamics, Splunk, DB etc.
• Good understanding of Relational Databases, Relational Data model, SQL, and concepts of implementing Data Level security in RDBMS.
• Create Splunk dashboards that ensure platform resilience, transparency, and availability across a big data ecosystem.
• Support and maintain existing Splunk dashboards that aim to improve the availability, scalability, SLA, and efficiency of Core services platform and applications.
• Solve problems related to the Core services systems and the buildout of automation to prevent problem recurrence, with the goal of automating response to all non-exceptional service conditions.
• Troubleshoot and mitigate problems in mission-critical systems by leveraging Splunk.
• Works with development teams to identify improvements in our monitoring framework.
• Supports application Technology risk execution and compliance initiatives.

• 8+ years of professional information technology experience with systems analysis and application development experience, including administration, implementation, integration, and configuration in Service Now.
• 3+ years of Splunk Enterprise experience.
• 3+ years of Grafana and Power BI experience.
• 2 + years of App Dynamics experience.
• 5+ years of experience in one or a combination of the following:
  Agile, Kanban, or Lean methodology.
• 4+ years of relational database experience.
• 5+ years of data warehouse experience.
• 3+ years of job scheduling experience preferably Auto Sys.
• 2+ years of Ansible Playbooks, GIT and automation experience.
• 2+ years of API Experience.

• Expert knowledge and understanding of technologies related to Application and infrastructure engineering.
• Ability to identify, report, and solution problems in new and existing software in a team environment.
• Ability to identify and correct system capacity issues.
• Ability to help remediate tough technical support issues.
• In-depth technical solution knowledge, including installation, configuration, performance tuning, and problem solving.
• Good verbal, written, and interpersonal communication skills.
• Knowledge and understanding of incident management: gathering impacts and analyzing data.
• Strong organizational, multi-tasking, and prioritizing skills.
• Service Now, Splunk, Grafana, Ansible Certifications