Senior ServiceNow Engineer

City of New York; New York (NY); On-site; USD 125,000 - 150,000; Full time

Job summary

City of New York's Office of Technology and Innovation (OTI) seeks a Senior ServiceNow Engineer to strengthen the City’s ITSM platform. You will bridge development and operations, design ITSM/ITOM/CMDB solutions, and ensure scalable, secure services used by 20 city agencies.

You’ll work with service owners, administrators, and engineers, deliver automation, documentation, and mentoring, and support enterprise workflows in a 24/7 environment from our Brooklyn, NY office.

Qualifications

• Master's degree in computer science with 3+ years of IT experience including applications development, systems development, data communications and networking, database administration, data processing, or user services.
• Bachelor's degree with 4 years of relevant experience as described above.
• High school diploma with 6 years of relevant experience as described above.
• Combination of education and experience acceptable if minimum requirements are met, including 3 years of experience and 18 months in supervisory or managerial roles.

Responsibilities

• Develop and maintain solutions in OTI’s ServiceNow system for ITSM, ITOM and CMDB processes.
• Collaborate with Service Owners to gather requirements and implement forms, workflows and automation for request management.
• Maintain existing platform implementations and update forms/workflows while addressing issues.
• Configure new infrastructure discovery with administrators and data owners.
• Troubleshoot data and discovery issues and maintain existing discovery implementations.
• Integrate ServiceNow with external systems via APIs or integration platforms.
• Maintain documentation for implemented functionalities.
• Provide end-user support and guidance, and troubleshoot reported issues.
• Partner with software engineering, security, and product teams to promote a DevOps culture and mentor junior engineers.
• Perform special projects and initiatives as needed.

Education

Master's degree in computer science

Bachelor's degree

High school diploma+

Education and experience combination allowed

Job description

• Salary Band: $125,000 to $150,000
• Compensation: USD 68,214 - USD 142,500

Job Description

FOR CITY EMPLOYEES PERMANENT IN THIS TITLE ONLY

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. Follow us on social media @NYCOfficeofTech, and visit www.nyc.gov/oti to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting- edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

OTI seeks an experienced and forward-thinking Senior ServiceNow Engineer to drive the value, scalability, and security of the city's critical support infrastructure. In this role, you will bridge the gap between development and operations, working with internal business process owners and service providers to ensure seamless delivery of an enterprise ITSM system that is the core service management tool for 20 city agencies and the IT Service request system for all agencies.

Responsibilities will include:

• Develop and maintain solutions in OTI’s ServiceNow system for ITSM, ITOM and CMDB processes.
• Work with Service Owners to gather complex requirements and implement forms, workflows and automation related to request management.
• Maintain existing platform implementation, working with process owners to update existing forms and workflows and addressing reported issues.
• Work with administrators, infrastructure teams and data owners to configure new infrastructure discovery.
• Maintain existing discovery implementation and proactively troubleshoot issues with data as well as issues reported by class owners.
• Integrate ServiceNow with external systems using API calls or integration platforms.
• Maintain documentation related to implemented functionality.
• Provide support and guidance to end users, demonstrating expected use of the system and troubleshooting reported issues.
• Partner closely with software engineering, security, and product teams to foster a DevOps culture, providing technical leadership and mentoring junior engineers.
• Perform special projects and initiatives as needed.

HOURS/SHIFT

Day - Due to the necessary duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION

Brooklyn, NY

OTI participates in E-Verify

COMPUTER SYSTEMS MANAGER - 1005D

This position is open to qualified persons with a disability who are eligible for the 55-a Program.

Qualifications

1. 1. A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or
2. 2. A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
3. 3. A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
4. 4. A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.