Senior ServiceNow Engineer

Job purpose

The role of the Sr ServiceNow Engineer is to deliver innovative client solutions and strive for operational excellence by designing, developing, testing, deploying, and maintaining the ServiceNow platform and its associated applications. This individual will join the corporate platform team to govern new and support existing functionality. The individual may also work with business representatives to support translating business processes into technical solutions, continual service improvement, and new capabilities on the ServiceNow platform.

Duties and Responsibilities

Includes the following. Other responsibilities may be assigned.

· Customer-centric application delivery & customer service

· ServiceNow Platform Support

· Solution Design and Delivery

· Client Training Delivery

· Development of high-level and low-level design documents

· Mentoring & Skills Development - Support and develop less experienced ServiceNow software engineers by providing advice, coaching and educational opportunities.

· Technical Documentation - Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code

· Process and Standards Definition & Adherence

· Collaborate with team to brainstorm and create new products and services.

· Communicate design overviews to clients and company executives.

· Define Product Technical Delivery Standards and Processes

· Assisting with the development of deployment plans and strategies

· Handle escalations, resolving issues for junior and mid-level engineers.

· Provide technical oversight and review of work performed by junior engineers

· Participate in and lead status, implementation, RCA and design meetings with clients

· Providing reliable effort estimates for projects, upgrades, and production support

· Act as escalation for 2nd and 3rd level engineering support

· Vendor relationship management

· Formal and informal performance appraisal and development of engineers

· Engineering work estimation & resource capacity planning

· Excellent customer service

What we value

These skills will help you succeed in this role:

• ServiceNow ITOM, ITSM, CSM, ServiceNow Portal & Service Catalog experience
• Project management expertise in planning and tracking, resolving competing priorities
• Strong Communication skills (Verbal and written)

Qualifications Required Skills/Experience

· A bachelor’s degree in Computer Science, Engineering, IT, or related discipline / experience · A strong technical background having direct experience with ServiceNow application and portal development as well as a strong understanding of web development including HTML5, Angular, CSS3, JQuery, and JavaScript

· 9+ years’ experience with developing ServiceNow Application and modules; emphasis on application, workflow, and portal development

· Proficiency in the following ServiceNow areas:

o Custom development including workflows and applications

o ServiceNow Studio and the Automated Testing Framework

o Scripting incl. Business Rules, Script Includes, UI Policies/UI Actions and Scheduled Jobs o Reporting

o Keep up to date with the latest ServiceNow technologies and best practices and ensure that our (& our clients) ServiceNow environment is fully optimized.

· Experience with modern programming languages like Java, Python, etc.

· Strong Experience with JavaScript and AngularJS

· Experience with building APIs and services using REST, SOAP, etc.

· Experience translating requirements into an appropriate software design.

· Demonstrated ability to formulate and define application scope and objectives, and to implement complete solutions.

· Experience with Scrum/Agile development methodologies

· Consulting or similar client-centric experience

· Capable of delivering on multiple competing priorities with little supervision

· Strong problem-solving and analytical skills.

· Excellent verbal and written communication skills Recommended Skills/Experience

· Experience leading and providing guidance to junior level engineers and developers

· ITIL Foundations certification

· Experience with scripting languages like Perl, Shell, etc.

· Infrastructure automation technologies like Docker, Vagrant, etc.

· Build automation technologies like Maven, Jenkins, etc.

How you know if this job might be for you:

· You are motivated and driven to deliver value. You take ownership of your responsibilities and follow through on all client and team member requests and questions.

· You have deep technical skills and enjoy developing the skills of others.

· You have career goals that are aligned with a technical leadership track (management).

· You can translate business requirements into detailed technical designs.

· You like meeting and collaborating with new people. You are comfortable engaging with people at all levels in an organization.

· You are comfortable with change and multi-tasking. You enjoy learning new concepts and are quick on your feet. When things change, you know how to “roll with the punches”.

A typical day in the life of a ServiceNow Snr Engineer might include:

· Meeting with and / or communicating with clients.

· Developing technical documentation for solution procedures and/or designs

· Leading solution design discussions

· Completing project deliverables

· Contributing to product development

· Work estimation and delivery item definition for SOWs

· Resource capacity management

· Deployment Planning & Strategy

· Deploying and testing software solutions

· Working with technical writers to draft case studies and white papers.

· Provide escalation support for operationalized client solutions.

· Vendor Management