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ServiceNow Engineer

92,000 – 115,000 yearly

NPAworldwide Recruitment Network

Last Updated: 9/25/23

Job Description

Job description:

This position is not eligible for employer-based visa sponsorship.

The ServiceNow Engineer provides support for all Service Management systems, tools and environments, including the administration and development of the ServiceNow ITSM tool and environments. The ServiceNow Engineer will be responsible for configuring, administering and scripting the ServiceNow ITSM tool.


Level I:

  • Maintains data integrity in key existing ServiceNow modules including Incident, Problem, Change, Users, Request, and any other related or custom modules.
  • Maintains established system integrations between ServiceNow and various other appliances.
  • Expertly troubleshoots and maintains existing ServiceNow Workflows, UI Policies, Business Rules, Client Scripts, Catalog Scripts and any other related scripts.
  • Creates, documents, and maintains basic Requests, Forms, Workflows, and related scripts within ServiceNow.

Level II - In addition to Level I responsibilities:

  • Monitors and troubleshoots capacity, performance and availability issues in the software environment.
  • Builds service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
  • Performs technical validation and testing to ensure requirements are satisfied.
  • Facilitates creation and testing of future state processes and script developments.
  • Loads, manipulates and maintains data between ServiceNow and other systems; performs scheduled cloning operations.
  • Performs coding and moving changes across platforms (dev/test/prod).
  • Escalates to vendor for defect and incident resolution as required.

Level III - In addition to Level II responsibilities:

  • Forecasts and plans for application capacity and demand including possible future use in other areas of the enterprise.
  • Analyzes and fully understands user requirements and current procedures to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
  • Coordinates / Interacts with vendor to resolve application functionality changes / problem resolution. Opens problem tickets with vendor.
  • Initiates and chairs meetings and develops agendas and tasks to ensure that the application/ environments are being effectively deployed and utilized.


Minimum Qualifications

Level I:

  • Bachelor's degree in Computer Science, Information Technology or relevant field (or four additional years related work experience in lieu of bachelors).
  • Five years related work experience (i.e. technical experience with concentrated knowledge in one or more areas).
  • Minimum 1 year experience with ServiceNow Fuji release.
  • Experience in installation, configuration, version upgrades and providing application administrator support.
  • Experience with monitoring tools, load balancing and high availability options.
  • Experience in troubleshooting and being accountable to application end users.
  • Knowledge of ITIL process framework - Incident Management, Problem Management, Change Management, Change Management & Service Level Management.
  • Familiarity with ServiceNow core application UI and workflow configuration, report development, integration components (e.g., LDAP, SSO, etc.).
  • Familiarity with client side and server-side scripting.
  • Discovery: understanding server administrative tasks, basic networking, and firewall configurations.
  • Intermediate understanding of Java JAR development for the ServiceNow MID Server.
  • Intermediate experience with web technologies (XML, HTML, JavaScript, Web Services etc.) and ServiceNow development approaches.
  • Selected ServiceNow certifications.

Level II requires similar qualifications as Level I, plus:

  • Eight years related work experience.
  • Selected ServiceNow certifications.
  • Expert level understanding of client side and server-side scripting business rules, script actions, server-side APIs, etc.
  • Expert level understanding of Java JAR development for the ServiceNow MID Server.
  • Experience with Orchestration.
  • Advanced knowledge of Active Directory/LDAP integration with ServiceNow.
  • Advanced experience with web technologies (XML, HTML, JavaScript, Web Services etc.) and ServiceNow development approaches for CMS development (CSS, Jelly Scripting).
  • Configuration/Customization of the ServiceNow system, including creating workflows.
  • Advanced hands-on experience with development and customization of the ServiceNow Enterprise service management application.
  • Strong leadership skills to effectively mentor and lead junior level personnel.
  • Strong analytical and creative problem-solving skills for design, creation and testing of complex systems.

Level III requires similar qualifications as Level II, plus:

  • Eleven years related work experience.
  • Selected ServiceNow certifications.
  • Masters degree preferred.

Why is This a Great Opportunity:

  • Great reputation within the community
  • Early career growth
  • Collaborative teamwork
  • Supportive company - work/life balance

Salary Type : Annual Salary

Salary Min : 92000

Salary Max : 115000

Currency Type : US Dollars

Company Details

Grand Rapids, Michigan, United States
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