ServiceNow Senior Systems Engineer – Administrator and Developer

Job Description

As a ServiceNow Administrator and Developer, you are the Alight champion and subject matter expert for the software, managing workflows, implementing new systems or add-ons, resolving problems, and testing systems for efficiency. Collaborate with other IT specialists to ensure uniform workflow solutions across the network and work with internal customers to meet their platform needs. This role requires hands-on expertise in configuring, maintaining, and optimizing ServiceNow while working with cross-functional teams to deliver scalable and compliant solutions. 

Essential Responsibilities and Duties: 

• ServiceNow Administration: Administer and uphold the ServiceNow platform, ensuring configurations align with business requirements and industry best practices. 

• Development: Participates in code creation, updates, reviews, identifies, and resolves defects and code quality issues in a timely manner. 

• Platform Configuration: Configure and customize the ServiceNow platform to meet organizational needs, including creating and modifying tables, fields, business rules, UI policies, workflows, and other platform elements. 

• Reporting and Analytics: Create and maintain reports, dashboards, and data visualizations to provide insights into platform performance and usage. Monitor key performance indicators (KPIs) to identify areas for improvement. 

• Integration Management: Integrate ServiceNow with other systems and applications to enable seamless data flow and automation between different platforms. 

• System Upgrades and Patches: Manage platform upgrades and apply patches to ensure the system is up to date with the latest features and security fixes. 

• Security and Compliance: Implement and maintain security best practices to protect sensitive data and ensure compliance with relevant regulations and standards. 

• Documentation and Training: Create and update documentation for system processes, configurations, and troubleshooting procedures. Provide training to end-users and other stakeholders on how to use the ServiceNow platform effectively. 

• Problem Resolution: Investigate and resolve issues and incidents related to the ServiceNow platform, including troubleshooting technical problems, identifying root causes, and implementing solutions. 

• Continuous Improvement: Proactively identify opportunities for process improvements and optimizations within the ServiceNow environment and work with internal customers to explore them. 

• Vendor Management: Interact with the ServiceNow vendor for support. 

• Technical Support: Provide technical support and expertise to end users, ensuring a smooth ServiceNow experience. 

• Workflow Automation: Develop and maintain workflow automation, service catalog items, and integrations with other enterprise applications. Be familiar with using Flows and Integration Hub.  

• Data Analysis: Utilize data analysis and reporting to provide insights and drive platform improvements. 

Professional Qualifications: 

• Acceptable equivalent combination of education, experience, and certification; Associates or Bachelor of Science degree in computer science, or equivalent. 

• A minimum of 5+ years’ experience in administrating, managing, and developing on ServiceNow platform. 

• ServiceNow Administrator Certification (CSA) is required. 

• Strong foundational knowledge and expertise with ITSM, CMDB, and Asset Management modules. 

• A keen interest in acquiring new skills. 

• Experience as a developer is a must. 

• Exceptional problem-solving abilities and meticulous attention to detail. 

• Strong communication skills with a collaborative approach to working effectively in a remote team setting. 

• Proven experience managing and administering ServiceNow instances, including configuration, maintenance, and troubleshooting. 

• Experience with ServiceNow integrations (REST/SOAP APIs, MID Servers, etc.). 

• Strong analytical, problem-solving, and communication skills. 

• Ability to work in an Agile environment and manage multiple priorities effectively. 

Preferred Skills 

• ServiceNow Certified Application Developer  

• IT Service Management Certification (CIS for ITSM) 

• Programming experience in JavaScript, Java, or AngularJS 

• ServiceNow Certified Implementation Specialist or similar certification