ITSM Engineer III - ServiceNow

Overview:

Responsibilities:

• Designs, develops, and customizes ServiceNow applications, modules, and workflows within the ITSM suite (e.g., Incident, Problem, Change, Service Request Management)
• Implements and manages catalog items, forms, and approval workflows
• Creates and maintains business rules, client scripts, UI policies, data policies, and other configurations
• Monitors the health, performance, and security of the ServiceNow platform
• Performs daily administration and support tasks, including user management, data imports, and system upgrades
• Collaborates with stakeholders to analyze and optimize ITSM processes for efficiency and alignment with industry best practices (e.g., Incident, Problem, Change, Service Request Management)
• Facilitates the evaluation of all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess any change risks
• Performs incident and problem management analysis, identifying trends and recommendations for systemic problem elimination
• Facilitates the problem management process and tracks systemic problems from root cause analysis to the implementation of all remediation efforts
• Implements process improvements leveraging ServiceNow capabilities
• Develops and maintains integrations with external systems and tools using APIs, MID servers, and other ServiceNow integration capabilities
• Automates routine tasks and processes to improve productivity and service delivery
• Manages data imports, exports, and data integrity within the platform
• Creates and maintains reports, dashboards, and performance analytics to provide actionable insights to stakeholders
• Works closely with cross-functional teams, including IT, HR, and other business units, to understand requirements and deliver tailored solutions
• Provides training and support to end users and administrators as needed
• Stays up-to-date with ServiceNow releases, features, and best practices
• Identifies opportunities for platform enhancements and proposes innovative solutions
• Provides afterhours support as needed for high severity situations
• Perform other duties assigned by leadership

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or anequivalent combination of education and experience
• Typically with 8+ years of experience working with the ServiceNow platform, with a focus on ITSM
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certifications required
• ServiceNow CAD and CTA certifications preferred
• Expertise with a variety of concepts, practices, and procedures related to IT Service Management; specifically, ITIL required
• Knowledge of scripting languages such as JavaScript, HTML, CSS, and AngularJS
• Proficiency in configuring and developing within the ServiceNow platform
• Experience with ServiceNow modules such as ITSM, ITAM, ITOM, CSM, HRSD, and CX
• Experience with Agile/Scrum development methodologies
• Experience with REST/SOAP APIs and integrations
• Experience with SQL and reporting principles
• Experience in MS Office Suite, including Excel, Outlook and Word
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff
• Strong work ethic and eagerness to produce high quality, accurate results
• Strong organizational skills and the ability to work on multiple projects at the same time
• Ability to hold sensitive information with a high level of confidentiality and integrity
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
• Ability to proactively problem solve and apply innovative solutions
• Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
• Ability to effectively meet deadlines at expected quality
• Travel may be required

If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO/AA Employer: M/F/Disabled/Veteran