ServiceNow Platform Technology, Tech & Engineer Fellow

Description

Department: MTA IT

Location:

333 West 34th Street, New York, NY

Position Title:

Service Now Platform Technology, Tech & Engineering Fellow

Hourly Rate: $21.00 (Undergraduate), $23.00 (Graduate)

All internship positions are onsite and require regular, in-person attendance at the designated work location.

The Enterprise Platform Technology Department at the Metropolitan Transportation Authority (MTA) is part of MTA’s Corporate Services Information Technology division. This department is responsible for architecting, managing, and scaling the core enterprise platforms critical to MTA’s operations. Our job is to take care of the major software platforms that help the MTA run smoothly every day. Think of this team as the group that keeps the MTA’s essential technology “systems of record and workflow engines” working, safe, updated, and connected to each other.

An intern assigned to the Service Now Platform would support basic platform configuration, assist with documentation of the building or updating of catalog items, forms, and simple workflows, and help with testing changes in the development environment. They would also work on documentation, shadow platform manager on projects, and complete small, supervised enhancement tasks to learn core Service Now concepts and contribute to the team’s workload.

This position begins in Spring 2027; candidates should be ready to commit minimum of 12‑months in the role.

• Gain access to the Service Now development and test environments, documentation, and collaboration tools.
• Learn what Service Now is, how the MTA uses it, and the core applications supported by the platform.
• Complete beginner‑friendly Service Now training modules to build foundational skills.
• Shadow team members to observe daily administrative and support activities.

• Learn key platform components such as tables, records, forms, and lists.
• Practice updating form layouts, adding simple fields, and exploring related lists in the development environment.
• Understand update sets and why they are important for managing platform changes.
• Get exposure to basic platform roles and access control concepts.

• Learn how the Service Catalog works and how catalog items support business processes.
• Build or modify simple catalog items with guided support from the team.
• Gain a conceptual understanding of Flow Designer, including triggers, actions, and approvals.

• Learn how JavaScript used in Service Now.
• Review examples of basic client scripts and business rules.
• Make supervised updates to simple logic in the development environment and practice using the Script Debugger.

• Support the testing of catalog items, workflows, and UI changes.
• Apply basic QA concepts such as writing test cases, documenting results, and verifying expected behavior.
• Execute tests for non‑critical sprint items and log defects or improvement recommendations.

• Learn platform best practices and the role of governance.
• Follow naming conventions, version control practices, and migration guidelines.
• Support the creation and updates to documentation such as process flows, feature descriptions, and small technical notes.
• Observe a change review meeting to understand how platform decisions are made.

• Review KB articles for accuracy, duplication, or outdated content.
• Support articles rewrites using platform style guidelines.
• Suggest improvements for knowledge categories or tagging.

• Support the creation of a dashboard showing ticket counts by category or week.
• Support creation of reports to identify…