Duration: 6 months (with potential for conversion)

Job Description

This role provides technical support for ServiceNow platform administration, configuration, and development within the ITSM organization. The Applications Engineer will be responsible for designing, building, testing, and maintaining ServiceNow solutions that support enterprise IT service delivery. This is a 6-month contract-to-hire position with the opportunity to convert to a permanent role based on performance.

Essential Duties & Responsibilities

70% – ServiceNow Platform Support & Development

• Configure, develop, and maintain ServiceNow modules and applications to support enterprise IT operations.
• Analyze, test, and implement system modifications, configuration changes, and vendor patches/upgrades.
• Troubleshoot and resolve incidents and service requests related to the ServiceNow platform.
• Perform root cause analysis of production issues and develop both short-term fixes and long-term solutions.
• Participate in project requirements gathering, design, development, and implementation as a ServiceNow subject matter expert.
• Create and maintain systems documentation, including technical designs, runbooks, and configuration records.
• Analyze and tune ServiceNow instance performance.
• Provide end-user training and knowledge transfer on ServiceNow functionality.

15% – Vendor & Stakeholder Management

• Function as a primary IT resource for testing and implementing system changes driven by evolving business processes.
• Maintain productive vendor relationships with ServiceNow and third-party integrators.
• Ensure vendor compliance with service level agreements.
• Monitor vendor upgrade schedules and coordinate upgrade planning, including hardware and budget considerations.

15% – Application Performance Management

• Monitor performance and availability of ServiceNow applications and integrations.
• Manage end-to-end quality of the user experience within the ServiceNow platform.
• Collaborate with cross-functional teams to identify and resolve root cause issues.
• Produce performance metrics, dashboards, and scorecards.

ServiceNow Module Experience

Candidates should have hands-on experience with some (not necessarily all) of the following ServiceNow modules or product suites:

• IT Service Management (ITSM)
• Telecommunications Service Operations Management (TSOM)
• Strategic Portfolio Management (SPM)
• Customer Service Management (CSM)
• Configuration Management Database (CMDB)
• Telecommunications Number Inventory (TNI)

LI-Remote