What are the responsibilities and job description for the ITSM Engineer position at W3Global?
Role: ITSM Engineer
Location: Cincinnati, OH, USA
Contract
Skill Set: ITSM, CIS-ITSM, ServiceNow CAD, CAD Certification, ITIL v4 , ServiceNow Mobile, ServiceNow CIS-PSM
Job Description
Location: Cincinnati, OH, USA
Contract
Skill Set: ITSM, CIS-ITSM, ServiceNow CAD, CAD Certification, ITIL v4 , ServiceNow Mobile, ServiceNow CIS-PSM
Job Description
- We are looking for an experienced ServiceNow Engineer who how the ability to support the platform as an administrator.
- This includes, but is not limited to the following:
- Will be expected to provide a best-in-class service to our 5/3 ServiceNow users and stakeholders including promptly and courteously answering their questions and resolving their issues
- Ability to troubleshoot and resolve ServiceNow incidents
- A deep understanding of how ServiceNow works, and how it is configured
- Performance monitoring including an understanding of uptime and response time and how to tune the system for optimal performance
- User Administration including Groups, Roles and access issues
- Administer ServiceNow Code Releases
- Perform ServiceNow Upgrades including facilitating testing and the Skip process
- Installing and updating plugins
- Diagnosing Discovery issues
- Familiarity with Service Mapping and its operation including troubleshooting maps that fail
- Managing ServiceNow licenses and license reporting
- The ability to create reports and dashboards for the purpose of tracking trends and reporting on issues
- The ability to read code and notify Developers when their code has a defect
- Experience supporting and troubleshooting integrations to other systems including REST, SOAP and ServiceNow Spokes
- Must be able to fix Vulnerabilities on the system, especially the MID Servers, as identified by the 5/3 Information Security Department
- Must be able to apply ServiceNow Patches
- Must be able to facilitate Clone Downs as well as backups and restores
- Must be able to extract data from ServiceNow tables as needed by Audit, Business Controls and other Stakeholders
- Must have experience securing passwords in a vault
- Must be able to perform Disaster Recovery Testing
- Must be able to work with ServiceNow to recover our Instance from a secondary site if the primary ServiceNow site becomes unavailable
- Must be able to write technical documentation, especially with respect to procedures and incident remediation in the form of ServiceNow Knowledge Articles
- Must be able to learn new skills as needed
- Must stay current with the latest ServiceNow best practices
- Ability to work independently
- As an engineer in the ServiceNow team, you will be part of an Agile/Kanban team supporting the ServiceNow infrastructure, tools and integrations as well as acting as level 3 escalation for the Service Desk.
- Being assigned to an Agile/Kanban team means this role also participates in all agile driving activities including daily SCRUMs and after hours releases support. You will also be expected to follow best practice standards and participates in review, refine and documenting these standards.
- Accountability for doing the right thing for customers and colleagues ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
- You will be part of every stage of support including supporting the development process, prototypes, proof of concepts as well as the production environment. As a member of an Agile/Kanban team, you will be required to participate and document all work in the form of User Stories. As the escalation for incident support, you will be responsible for direct customer contact, accurately assessing and triage the incidents and evaluate any requests that come in.
- This role will require a self-starter that is adaptable and willing to learn as well as a cooperative team player. Someone that doesn't wait for work to be assigned to them but goes after work to improve the team and their performance.
- Monitor and manage incident work queue
- Required Hands on experience with ServiceNow ITSM, SPM, CSM implementations.
- Well rounded on the ServiceNow Platform with focus on ITSM development and configuration on ServiceNow platform.
- The engineer must be comfortable in understanding and diagnosing ITSM solutions, API integrations, Flow Designer, Catalog Item creation, Custom Applications, Platform Health and Security, Automatic Testing Framework (ATF), and Mobile.
- Knowledge & Skills Required:
- Must be knowledgeable and familiar in the ServiceNow ITSM offerings and can lead a customer through knowledge and requirements discussions for implementing and deploying ServiceNow ITSM, CSM, Mobile, and REST API Integrations
- Required Knowledge of ServiceNow Architecture
- Knowledge of ITIL processes i.e. Incident, Change, Problem, Service Portal, Virtual Agent, Knowledge, and Catalog Items
- ServiceNow CIS-ITSM Certification
- ServiceNow CAD Certification
- 5 years experience on ServiceNow platform
- Bachelor's Degree in Computer Science or equivalent experiences
- ITIL v4 certification
- ServiceNow CIS - SPM
- ServiceNow Now Mobile
