Application Management, Senior Engineer

Role & responsibilities

The primary responsibilities of the role include:

• Partners with business and IT operations stakeholders to define, prioritize and execute ServiceNow ITOM operational needs and enhancements to successfully deliver ongoing capabilities. 
• Leads sessions to gather, define, and document business and technical requirements and operate in an agile environment.
• Develops and implements new ServiceNow ITOM features and modules for Service Mapping, Discovery, CMDB, Software Asset Management, and Hardware Asset Management.
• Provide ongoing ServiceNow technical support for following ServiceNow Products:  Service Mapping, CMDB, Discovery, Software Asset Management, and Hardware Asset Management.
• Supports and maintains ServiceNow ITOM technical server environments (e.g. ServiceNow mid servers), including oversight of ongoing development activities and system administration. 
• Oversees and executes migration of code and configurations across ServiceNow development, test, and production environments, including planning, testing and change management.
• Creates technical requirements, design, and playbook documentation to support ServiceNow ITOM initiatives.
• Maintain and ensure the ServiceNow configuration management database (CMDB) to ensure is accurate and up to date.
• Provide technical support for ITOM integrations with other tools via Service Graph connectors or other ServiceNow methods.
• Coordinate and support all ServiceNow Discovery, CMDB, Software Asset Management, and Hardware Asset Management plugin and release upgrades.
• Advising and researching on new ITOM tools and features.
• Resolution of incidents and implementation of changes tasks associated with ITOM.
• Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills.
• Escalate and manage support cases to resolve technical or functional issues with ServiceNow vendor.

A successful candidate will provide the following professional background:

• Minimum 5 years of experience in developing, administrating, and supporting ServiceNow.
• Extensive and proven experience with supporting, developing, and implementing ITOM modules (Discovery, Service Mapping), Software Asset Management, Hardware Asset Management, and configuration management database (CMDB) in an enterprise production environment.
• ServiceNow Certifications in CMDB, Discovery, Software Asset Management, Hardware Asset Management, and ServiceNow Administration.
• Experience supporting mid servers running on Microsoft Windows Servers.
• Knowledge of Amazon Web Services (AWS) services and integration with ITOM is a plus.
• Knowledge of scripting languages, including PowerShell or Bash.
• Teamwork ability. Must be good team player.
• Strong Organizational skills and excellent work ethics.
• Excellent communicator and able to collaborate with teams in various locations.
• Excellent knowledge of English Language (Verbal and Written).
• Excellent follow up skills, self-directed, and proactive.

The primary responsibilities of the role include:

• Partners with business and IT operations stakeholders to define, prioritize and execute ServiceNow ITOM operational needs and enhancements to successfully deliver ongoing capabilities. 
• Leads sessions to gather, define, and document business and technical requirements and operate in an agile environment.
• Develops and implements new ServiceNow ITOM features and modules for Service Mapping, Discovery, CMDB, Software Asset Management, and Hardware Asset Management.
• Provide ongoing ServiceNow technical support for following ServiceNow Products:  Service Mapping, CMDB, Discovery, Software Asset Management, and Hardware Asset Management.
• Supports and maintains ServiceNow ITOM technical server environments (e.g. ServiceNow mid servers), including oversight of ongoing development activities and system administration. 
• Oversees and executes migration of code and configurations across ServiceNow development, test, and production environments, including planning, testing and change management.
• Creates technical requirements, design, and playbook documentation to support ServiceNow ITOM initiatives.
• Maintain and ensure the ServiceNow configuration management database (CMDB) to ensure is accurate and up to date.
• Provide technical support for ITOM integrations with other tools via Service Graph connectors or other ServiceNow methods.
• Coordinate and support all ServiceNow Discovery, CMDB, Software Asset Management, and Hardware Asset Management plugin and release upgrades.
• Advising and researching on new ITOM tools and features.
• Resolution of incidents and implementation of changes tasks associated with ITOM.
• Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills.
• Escalate and manage support cases to resolve technical or functional issues with ServiceNow vendor.

A successful candidate will provide the following professional background:

• Minimum 5 years of experience in developing, administrating, and supporting ServiceNow.
• Extensive and proven experience with supporting, developing, and implementing ITOM modules (Discovery, Service Mapping), Software Asset Management, Hardware Asset Management, and configuration management database (CMDB) in an enterprise production environment.
• ServiceNow Certifications in CMDB, Discovery, Software Asset Management, Hardware Asset Management, and ServiceNow Administration.
• Experience supporting mid servers running on Microsoft Windows Servers.
• Knowledge of Amazon Web Services (AWS) services and integration with ITOM is a plus.
• Knowledge of scripting languages, including PowerShell or Bash.
• Teamwork ability. Must be good team player.
• Strong Organizational skills and excellent work ethics.
• Excellent communicator and able to collaborate with teams in various locations.
• Excellent knowledge of English Language (Verbal and Written).
• Excellent follow up skills, self-directed, and proactive.