Senior ServiceNow Engineer: Design and Implement Innovative Solutions

Senior ServiceNow Engineer: Design and Implement Innovative Solutions

We are seeking a highly skilled ServiceNow engineer to design, implement, and maintain complex ServiceNow environments.

The ideal candidate will have extensive hands-on experience in architecting ServiceNow solutions, integrating with external systems, and aligning platform capabilities with business objectives.

Main Responsibilities:

• Design, implement, and maintain ServiceNow core configurations, workflows, and integrations.
• Provide technical leadership and governance for ServiceNow platform adoption and best practices.
• Participate in the full Software Development Life Cycle (SDLC), including requirements gathering, analysis, design, development, testing, training, and operational support using agile methodologies.
• Work with ServiceNow process owners and stakeholders to translate business requirements into functional solutions.
• Develop and enhance IT service request processes and workflows.
• Configure and customize ServiceNow modules, including ITSM, ITOM, ITAM, and others.
• Develop and maintain ServiceNow reports, dashboards, and performance analytics for IT management teams.
• Integrate ServiceNow with third-party applications, including Office 365, Cisco Call Center (CTI), Microsoft Teams, Splunk, APMS.
• Implement and manage the Automated Testing Framework (ATF) to enhance platform reliability.
• Support the migration of AO Service Portal to the Employee Service Center (ESC).
• Provide troubleshooting and Tier-3 level support for platform-related issues.
• Maintain ServiceNow security configurations, user roles, and access controls.
• Automate maintenance of the service catalog and CMDB updates using ServiceNow Discovery.
• E nsure compliance with ITIL best practices and ServiceNow governance frameworks.

Requirements:

• Bachelor's degree in Computer Science, Information Technology or related field and 10+ years (or commensurate experience).
• 10+ years of experience designing, implementing, and supporting ServiceNow environments.
• Expert knowledge in ServiceNow architecture, platform administration, and workflow automation.
• Strong experience with ITSM, ITOM, and CMDB configuration and administration.
• Proficiency in JavaScript, ServiceNow Glide API, and Flow Designer.
• Experience with ServiceNow integrations using REST API, SOAP, and MID Server.
• Strong understanding of authentication and security best practices within ServiceNow.
• Knowledge of Agile and DevOps methodologies for ServiceNow development.
• Experience with ServiceNow Automated Testing Framework (ATF) and Virtual Agent.
• Ability to diagnose and resolve complex ServiceNow-related issues.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to manage multiple priorities and work in a collaborative team environment.
• Excellent communication and presentation skills.
• Clearedance Required: Must be able to obtain and maintain a Public Trust

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS).
• Experience migrating ITSM solutions from legacy platforms to ServiceNow.
• Knowledge of ITIL, COBIT, and other IT service management frameworks.
• Experience with Performance Analytics and Business Rules scripting in ServiceNow.
• Understanding of cloud computing and SaaS principles as they relate to ServiceNow.
• This is a full-time position with typical office hours. Some after-hours work may be required to perform maintenance or resolve critical issues.