ServiceNow ITSM Sr. Engineer (Hybrid)

Primary Accountabilities

• Analyze high-level system specifications, system requirements, and use cases related to ITSM processes.
• Convert business and technical requirements into low-level specifications and detailed ServiceNow design solutions.
• Design, configure, and enhance ServiceNow ITSM applications, primarily in the Incident, Major Incident, Problem, Request, and Knowledge spaces.
• Understand and identify system dependencies, upstream/downstream integrations, and platform impacts.
• Provide appropriate documentation for design decisions, configuration, scripting, estimating assumptions, and performance metrics.
• Define, conduct, and participate in testing activities (unit, system, integration).
• Prepare, lead, and participate in technical walkthroughs and solution reviews.
• Collaborate with ITSM Process Owners and stakeholders to evaluate system flow, data usage, and processes.
• Act in a consultative capacity, recommending best-practice solutions and offering alternatives when necessary.
• Ensure development meets standards for programming, design, performance, quality, and security.
• Identify opportunities for continuous improvement.
• Support incident analysis and resolution within the engineer’s subject matter expertise.
• Participate in an on-call rotation, providing after-hours support on nights and weekends as needed.
• Manage and prioritize a steady workload across initiatives.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated experience communicating technical information.
• Demonstrated experience developing complex software/systems using one or more programming language.
• Demonstrated experience establishing, using and supporting integration and communications technologies between applications, databases and technology platforms.
• Demonstrated experience analyzing and estimating project size and work efforts for software solutions.
• Demonstrated experience writing and modeling application system design and program specifications.
• Solid knowledge and understanding of systems development life cycle (SDLC).
• Solid Knowledge and understanding of integration and migration strategies and technologies.