Service Now II

Role: Service Now II

Job type: Contract to Hire

Location: Addison, TX (Hybrid)

The Engineer II, ServiceNow is responsible for the design, development, implementation, administration, and maintenance of solutions on the ServiceNow platform. This role blends technical expertise with analytical skills to translate business requirements into effective ServiceNow solutions and provide technical leadership to the development team. The Engineer II, ServiceNow bridges the gaps between IT business needs and the ServiceNow platform. They negotiate with stakeholders at all levels, from team members to executives across all departments, to gather requirements, analyze processes, and ensure the successful implementation of HR and Workplace Service Delivery solutions through ServiceNow. The individual will ensure alignment with ITIL best practices, organizational standards, and contribute to the platform's roadmap and strategic direction.

Responsibilities:

Work with business users to understand needs and evaluate new, unused, or not fully leveraged features and present those features to key stakeholders for consideration in an upcoming release or inclusion in the roadmap.

Design, development, administration, and implementation of ServiceNow solutions, ensuring quality and consistency.

Provide technical guidance and mentorship to other developers on the ServiceNow platform.

Conduct code reviews, enforce coding standards, and contribute to continuous improvement initiatives

Support ServiceNow platform administration tasks such as monitoring, upgrades, and access management.

Document business requirements, user stories, and acceptance criteria.

Translate business needs into functional and technical requirements for ServiceNow.

Analyze existing workflows, associate them with proper product/portfolio suites, and recommend process improvements.

Advise on innovative approaches to process automation in the operational activities these suites are designed to improve.

Identify opportunities to obtain business value from ServiceNow's offerings, data reuse, and configurations.

Proactive in identifying opportunities for automation and efficiency gains.

Align ServiceNow capabilities with ITIL and industry best practices

Stay updated with the latest ServiceNow features, functionalities, and trends and provide recommendations for improvement and innovation.

Act as a liaison between business teams, developers, infrastructure, and security.

Collaborate and comply with governance and steering committees.

Work with other technology administrators when needed.

Create and improve efficiencies by bridging data between ServiceNow, Jira, and Confluence

Work with developers to implement changes.

Support system testing, QA testing, user acceptance testing (UAT), and deployment.

Define reporting needs and build dashboards for business insights

Monitor HR and Workplace Service Delivery application usage and recommend enhancements based on feedback.

Use ServiceNow Performance Analytics to track key metrics.

Monitor ServiceNow production health and provide dynamic notifications when needed.

Ensure data accuracy and compliance with business reporting standards.

Assist in the creation process documentation, SOPs, and training materials.

Conduct user training sessions to enhance adoption as needed.

Maintain documentation on system changes and configurations.

Create custom applications as need using the various ServiceNow API’s.

Build automation of workflows and processes to minimize user error.

Produce automation of data audits with dynamic notifications and corrections based on data dependency rules

Use alternate and appropriate communication medium to notify appropriate stakeholders for specific events.

Qualifications:

Education Level: Bachelor’s Degree ; Major: Computer Science, Computer Engineering

Experience in lieu of required education is acceptable

Certification(s) in Business Analysis preferred.

Certified ServiceNow System Administrator (CSA), Certified ServiceNow Implementation Specialist, or Certified ServiceNow Application Developer (CAD) preferred.

Experience in lieu of required education is acceptable

5 years of relevant experience

Strong knowledge of ServiceNow modules, such as ITSM, ITOM, ITBM, etc

Experience in business process analysis and workflow automation.

Ability to create user stories, process flows, and functional specifications.

Familiarity with Agile/Scrum methodologies.

Strong analytical, critical thinking, and problem-solving abilities.

Job-Related Skills/Competencies

Superior teamwork skills

Strong interpersonal and communication skills; the ability to read, write, and speak in a professional manner

Excellent analytical and problem-solving skills

Possess a personal sense of urgency

Ability to effectively multi-task and adapt to changing business priorities

Superb time management and organizational skills

Intensive attention to detail

Strong SQL development and performance tuning skills

Experience with at least one of JavaScript, Java, or C#

Highly organized

Superior communication skills to be able to effectively speak and write in a clear and professional manner.