Software Engineer, ServiceNow/ITSM

UITS SOFTWARE & NETWORK ENGINE (UA-NENG-IUBLA)

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. We ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

GlobalNOC's Software and Systems engineering group provides a full suite of tools and services related to network measurement, monitoring, visualization, provisioning, and IT service management for some of the most advanced research and education networks in the world. Established in 1998, The GlobalNOC at Indiana University provides services to over 20 networks across the country that operate at local, metro, national, and international scale.

We are looking for motivated people to join our team and make a difference. Why work here?

• Work in the always evolving and growing field of advanced high speed computer networking, frequently taking on new challenges and opportunities. GlobalNOC is committed to a culture of positive work / life balance and progress over perfection. Work with a group of people passionate about their field, but who aren't defined solely by it.
• Make a difference. Our teams collaboratively provide full stack design, development, and management of applications that directly support thousands of servers and network devices at the campus, regional, country, and world scale.
  
  

Bring your skills and learn new ones. With our full stack development there is always a place to jump in and learn something new. Whether it's new development of applications, automating changes on the network, building out visualizations to help end users understand their data, and countless other opportunities.

• Provides advanced design, development, testing, and configuration of software systems and computer programs; performs advanced analysis, programming, troubleshooting, bug-fixing, and tuning of new and existing software.
• Consults with stakeholders/clients to review existing software solutions; develops new functionality and/or writes new code as needed; advises clients on critical decisions regarding information technology software solutions that will improve business process efficiency.
• Serves as a first point of escalation for diagnosis and resolution of complex technical problems arising from the deployment of software and computer programs.
• Acts as a lead and takes responsibility for designing advanced programmatic solutions and work with other developers on the team to resolve more complex technical issues.
• Ensures that all protocols used in the development and maintenance of software is up to date and compliant with university policies and standards; may participate in committees and communities of practice to share and improve software development practices across the university.
• Provides advanced research/analysis and stays up-to-date on new industry software development standards, emerging technology, UX/UI design/philosophy, and accessibility standards.
• Makes recommendations to improve, as well as implements, testing, quality assurance, and documentation protocols and procedures for websites and web applications; fixes complex bugs and resolves issues accordingly.
• Leads contributor in project planning, formulating objectives, estimating tasks; performs studies to include feasibility, conceptual design, cost/benefit analysis, development and implementation planning.
• May serve as project lead; often provides guidance to junior peers.
  
  

This position is posted at the Advanced Career Level but may be filled at the Career Career Level depending on the candidate's qualifications. Although they will be similar, the duties and responsibilities may differ if filled at the lower rank. Please see the qualifications for each level listed below.

Advanced Career Level Requirements

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor's degree (preferably in computer science, business systems, or related field)
  
  

Required

WORK EXPERIENCE

• 5 years of software development or related experience
  
  

Skills

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Seeks to acquire knowledge in area of specialty
• Highly thorough and dependable
• Demonstrates a high level of accuracy, even under pressure
• Possesses a high degree of initiative
• Ability to influence internal and/or external constituents
  
  

Preferred

• Developing experience with the ServiceNOW ITSM platform, including integration with other systems
• Experience working as a customer advocate through extended dialogue and shared understanding with the ability to translate user requests into programmable user requirements
  
  

Career Career Level Requirements

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor's degree (preferably in computer science, business systems, or related field.)
  
  

Experience

Required

• 2 years of software development or related experience
  
  

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Seeks to acquire knowledge in area of specialty
• Highly thorough and dependable
• Demonstrates a high level of accuracy, even under pressure
  
  

Preferred

• Developing experience with the ServiceNOW ITSM platform, including integration with other systems
• Experience working as a customer advocate through extended dialogue and shared understanding with the ability to translate user requests into programmable user requirements
  
  

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Background Check: GlobalNOC's customers include Federal Government agencies. The successful candidate may be expected to undergo a background investigation to establish their eligibility for a position of public trust, and to maintain that eligibility. More information can be found in the following documents and here.

Indiana University's Global Network Operations Center

Indianapolis, Indiana OR Bloomington, Indiana.

This position is eligible for remote work or to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)
  
  

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Career Level: Advanced

FLSA: Exempt

Job Function: Information Technology

Job Family: Software/App Design, Dev & Eng

Click here to learn more about Indiana University's Job Framework.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information.

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

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Telephone: 812-856-1234