Role: ServiceNow ITSM Engineer
Location: Cincinnati, OH
Contract
Experience: 12+ Years
Key Responsibilities
ServiceNow Administration & Support
- Provide end-to-end administration and support for the ServiceNow platform.
- Manage users, groups, roles, permissions, and access controls.
- Monitor platform health, uptime, performance, and system availability.
- Troubleshoot and resolve ServiceNow incidents, issues, and platform-related problems.
- Administer code releases, patches, plugins, upgrades, and clone activities.
- Support disaster recovery testing, backups, restores, and instance recovery activities.
- Manage ServiceNow licensing and reporting requirements.
Platform Development & Configuration
- Configure and support ServiceNow ITSM, SPM, and CSM solutions.
- Develop and maintain Catalog Items, Flow Designer workflows, custom applications, and platform integrations.
- Support Service Portal, Virtual Agent, Knowledge Management, and Mobile capabilities.
- Utilize Automatic Test Framework (ATF) for testing and validation.
- Review code, identify defects, and collaborate with development teams on remediation.
Integrations & Security
- Support REST, SOAP, ServiceNow Spokes, and third-party integrations.
- Diagnose and resolve Discovery and Service Mapping issues.
- Address platform vulnerabilities, especially MID Server security findings.
- Implement security best practices and support audit requirements.
- Manage credentials and secrets using enterprise vault solutions.
Agile Delivery & Operations
- Participate in Agile/Kanban ceremonies, sprint planning, daily standups, and release activities.
- Create and maintain technical documentation, knowledge articles, and operational procedures.
- Manage incident queues and provide timely issue resolution.
- Document work using user stories and Agile project management practices.
- Collaborate with stakeholders, business teams, and technical teams to deliver platform enhancements.
Required Qualifications
- 5+ years of hands-on experience with the ServiceNow platform.
- Strong expertise in ServiceNow ITSM implementations and administration.
- Experience with ServiceNow CSM, SPM, Service Portal, Virtual Agent, and Mobile solutions.
- Strong understanding of ServiceNow Architecture and platform best practices.
- Experience with REST APIs, SOAP integrations, Flow Designer, Discovery, and Service Mapping.
- Knowledge of ITIL processes including Incident, Change, Problem, Knowledge, and Service Catalog Management.
- Experience supporting platform upgrades, patching, cloning, security remediation, and performance tuning.
- Bachelor's Degree in Computer Science or equivalent experience.
Mandatory Certifications
- ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)
- ServiceNow Certified Application Developer (CAD)