IT Service Management Engineer

Job Description

The ITSM Engineer is responsible for developing, designing and owning technical solutions on the Service Now platform. The role includes administration, application development, maintenance, and technical support using web programming techniques to configure robust solutions for customers on Service Now.

• Collaborate with application teams to design and implement data interfaces with other enterprise application systems.
• Coordinate and solve complex technical data and transformation issues.
• Develop, maintain, and execute reports, dashboards, and analytics to ensure system operation meets performance targets.
• Support data imports and integrations, including third‑party software integrations.
• Maintain the CMDB (including CSDM) to support service and asset visibility and governance.

• Answer “how to” technical and application configuration questions and provide tiered technical support as needed.
• Create and maintain system design, operations, and platform documentation.
• Support and continuously improve Knowledge Management and Asset Management processes and configurations.
• Maintain certificate management knowledge and configuration considerations as applicable to the platform.
• Plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the Service Now platform.
• Provide software coding and customization including, but not limited to:
  Service Portal configuration, Flow administration, scripting, third‑party software integrations, and custom application development.
• Update and maintain a comprehensive testing protocol for Service Now instance upgrades to certify applications for use after upgrades are completed.
• Obtain and analyze/interpret business requirements to propose sustainable solutions in Service Now.
• Complete other duties as assigned.

• ITIL concepts
• Agile/Scrum
• Experience developing, updating, and interpreting JavaScript on the Service Now platform.
• Advanced scripting experience
• In‑depth knowledge of development on the Service Now Platform, including client and server scripting, Service Now REST API, and custom widget development in Service Portal.
• Knowledge of Service Now development and configuration best practices.
• Knowledge of Service Now database hierarchies and design.
• Experience with development, customization, and administration of multiple components of Service Now.
• Working knowledge of HTML, CSS & Power Shell.

• Effectively manage multiple projects concurrently while maintaining a high level of attention to detail on each project.
• Adaptable to change and able to work independently and as part of a team.
• Strong problem analysis skills, including the use of mathematical concepts to validate results.
• Strong analytical skills with the ability to collect, organize, disseminate, and present significant amounts of information with an attention to detail and accuracy.
• Clear and concise communication with superior written and verbal communication skills.
• Ability to interact with all levels of internal and external business partners.
• Manage and prioritize work effectively with minimal supervision.

• BS degree in Information Technology/Computer Science or equivalent combination of education and experience.
• 3–5 years of demonstrated experience in Service Now development, configuration and administration or related field.

• ITIL Certified
• Service Now Certified System Administrator – Strongly Preferred
• Service Now Certified Developer – Strongly Preferred

The organization offers medical, dental, vision, life and disability, accident/critical illness/hospital, well‑being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees.