ITSM Support Engineer

Platform Administration:

• Configure and manage the ServiceNow platform, including Incident, Problem, Change, Service Catalog, Knowledge, and CMDB modules.
• Monitor platform performance, security, and stability, taking corrective actions when needed.
• Perform regular platform upgrades, patches, and system health checks to maintain platform functionality and security compliance.

System Configuration:

• Customize ServiceNow workflows, forms, notifications, and UI to meet business requirements.
• Develop and configure Service Catalog forms and workflows for request fulfillment. * Implement and manage business rules, client scripts, UI policies, and access control rules to enhance platform functionality.

Support and Troubleshooting:

• Provide technical support for ServiceNow-related issues, troubleshooting and resolving incidents reported by users.
• Liaise with ServiceNow support for more complex issues and platform upgrades.
• Document troubleshooting steps and resolutions for future reference in a knowledge base.

Reporting and Analytics:

• Create and maintain reports and dashboards to provide insights into key performance indicators (KPIs) for service management.
• Develop and automate performance metrics, reports, and analytics for internal stakeholders. 6. Collaboration and Process Improvement:
• Collaborate with IT teams and other departments to understand business needs and implement ServiceNow solutions.
• Identify and implement process improvements to streamline workflows, increase efficiency, and improve service delivery.
• Work with developers to ensure customizations align with organizational goals and best practices.

Training and Documentation:

• Provide training and onboarding for new users of the ServiceNow platform.
• Maintain comprehensive documentation for system configurations, customizations, workflows, and processes.
• Develop user guides, manuals, and knowledge articles for end users and administrators.

JOB QUALIFICATIONS

Experience

• 5+ years of experience in IT operational support and/or development with ITSM/ITIL process analysis and improvement.

• 2+ years of experience facilitating JAD sessions or other technical requirement gathering processes.
• 2+ years of experience working with SQL and/or application configuration.
• ITIL Foundation Certifications or working knowledge of ITIL
• Financial services industry and ServiceNow system management experience

Skills

• Solid understanding of project management principles and software development lifecycle(SDLC) principals preferred

• Expert level knowledge of IT Service Management principles, best practices and frameworks such as ITIL, COBIT and MOF.
• Strong understanding of ServiceNow architecture, data models, and integration.
• Proficiency in configuring and customizing the ServiceNow platform.
• Experience with JavaScript, HTML/CSS, and other scripting languages for client/server-side development.
• Critical thinking and problem solving abilities.
• In-depth analysis, reporting and documentation skills.
• Ability to document and communicate complex concepts in a user-friendly and audience-appropriate fashion to all levels of the organization from line level to management and executive teams.
• Experience building and fostering coalitions to enable cooperation across multiple teams and domains to resolve complex problems and improve processes.
• Proven interpersonal and verbal communication skills are required including excellent customer relationship skills
• Strong organizational skills and attention to detail; ability to manage multiple projects with competing demands for resources.
• Proficiency with the Microsoft Office suite of products.
• Excellent verbal and written communication skills.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

bjects.