ServiceNow Application Engineer

Responsibilities and Qualifications

• Manage a team of Application support engineers(onshore/offshore) to support operational activities, deployments of new capabilities, patching and upgrades of the Service Now platform
• Oversee and help address production issues in a timely manner, including off hours and weekend as necessary
• Responsible for service level availability of production and non-production environments
• Responsible for collaborating with engineering, product and extended IT teams to ensure successful delivery of projects and support
• Represent Service Now team to execute organization’s Disaster Recovery exercise
• Define and document policies, procedures, standards related to application operations
• Responsible for team’s adherence to regulatory and IT general controls and support for audit activities, as required
• Responsible for working with Service Now support and extended vendor team to maintain platform hygiene, address performance and other platform specific issues on all environments
• Produce performance/SLA reporting metrics for continuous improvement of the operations team
• Provide level 2 engineering support to complement engineering team
• Responsible for staffing, mentoring, and maintaining high performing operations team
• Collaborate with onshore/offshore team environment across US/India time zones
• At least 12+. of experience in IT management with focus on IT Applications operation
• Bachelors or Masters in Computer Science or equivalen
• Excellent understanding of Service Now platform architecture, and best practice
• Understanding of third-party integration
• Certifications:
  
  Service Now System Administrator (CSA)
  Highly experienced with stakeholder communication, knowledge of compliance standards, and handling audit activitie
• Adept in handling multiple competing priorities and project deliverable
• Excellent communication skills, both written and verbal, with the ability to articulate technical solutions in clear terms to a variety of audience

• Service Now Development; AI/ML capabiliti
• Certifications:
  
  Application Development (CAD);
  Service Now Implementation Specialist (CIS) –Discovery, CMDB; ITSM