ServiceNow Engineer I

The University of Massachusetts Amherst; Amherst (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

The University of Massachusetts Amherst is seeking a ServiceNow Engineer I in Amherst to design and maintain ITSM platforms and modules. You will collaborate with stakeholders, project managers, subject matter experts, and fellow engineers to deliver robust ITSM solutions.

Responsibilities include development, configuration, reporting, integrations, and production support, with opportunities to mentor teammates and contribute to process improvements.

Qualifications

• Bachelor’s degree with four years of advanced programming and database experience.
• Strong UI design and technical analysis background.
• Extensive experience with enterprise ITSM platforms such as Remedy or ServiceNow.
• Ability to programmatically integrate different systems & services.
• Excellent understanding of ITIL principles and how they shape platforms and tools.
• Strong analytical, interpersonal and communication skills.
• Must be able to work in an organized, detail-oriented manner and meet deadlines.

Responsibilities

• Design ITSM solutions within the ITSM platform environment, including modifications to applications, integrations, UIs/workspaces, and workflows; develop new modules and automations.
• Maintain, configure, and administer ITSM environments and instances campus-wide.
• Develop, code, test modules, functionality, reports, interfaces, and integrations; assist in release cycles and migrations.
• Perform in-depth technical analysis and limited requirements gathering to solve complex issues.
• Document code, configurations, changes and solutions; translate functionality into technical solutions.
• Provide data loading/cleansing, troubleshooting, and user assistance; ensure data confidentiality and security.
• Mentor colleagues, provide tier-3 support, and conduct demonstrations of the ITSM platform.

Skills

Advanced programming

UI design

ITIL principles

Analytical skills

Interpersonal skills

Communication skills

System integration

Education

Bachelor's degree + 4 years programming/database experience

Master's degree + 2 years programming/database experience

Tools

ServiceNow

Remedy

Job description

Title: ServiceNow Engineer I

College/School/MBU: Information Technology

Department: IT Operations

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Remote

Job Summary

ServiceNow Engineer I is essential in maintaining, growing and guiding critical platforms and tools across campus. Working closely with stakeholders, project managers, subject matter experts and other ServiceNow Engineers, this individual primarily focuses on the many facets of the ServiceNow platform, including but not limited to primary development, programming/configurations, requirement gathering, technical analysis, user & group management, reporting, emergency response, production administration, implementing new modules, risk adverse customizations and integrations. Due to the extensive development and analytical skills required by this position, this individual may be tapped to develop and maintain other systems according to departmental priorities.

Essential Functions

• Designs solutions within the ITSM platform environment including modifications to applications, integrations, user interfaces/workspaces, and workflows as well as new automations, enhancements, and modules to improve user experience.
• Maintains, develops, configures, and administers all ITSM platform environments and instances for the entire campus.
• Develops, codes and tests solutions and enhancements including new modules, functionality, reports, user interfaces, integrations and automations. Assists in the development/release cycle and follows change management and code migration best practices. Applies development skills to assist in maintaining other departmental priorities, systems, integrations, etc.
• Performs in-depth technical analysis and limited requirement gathering by leveraging analytical techniques, current system documentation, business processes/rules/logic, data gathering to solve complex issues, and key performance indicators.
• Develops diagrams/flows, plans and technical requirements. Follows best practices for documenting code, configurations, changes, requirements and solutions.
• Assists technical teams in translating various application functionality into technical solutions consistent with campus IT architecture and standards.
• Performs operational and maintenance functions required by the ITSM platform, integrations, modules and various user groups. Provides data loading/cleansing, troubleshooting, issue resolution, user assistance, system patching/upgrades, system monitoring and configuration support. Ensures access, permissions and data confidentiality are rigorously maintained and monitored.
• Provides mentoring, tier 3 support and demonstrations of the ITSM platform.

Other Functions

Performs other related duties assigned by the manager.

Minimum Qualifications

• Bachelor’s degree with four (4) years of advanced programming and database experience OR Master’s degree with two (2) years of advanced programming and database experience.
• Strong background in UI design and technical analysis.
• Extensive experience with enterprise ITSM platforms (such as Remedy or ServiceNow.) Expertise with many facets of ITSM platform development, administration and maintenance.
• Possesses strong software development and programming skills.
• Ability to programmatically integrate different systems & services.
• Excellent understanding of ITIL principles and how they shape platforms and tools. Ability to gather requirements from many, potentially conflicting, sources and deliver solutions following ITIL best practices with limited resources.
• Strong analytical, interpersonal and communication skills; and ability to influence decision-makers and stakeholders.
• Excellent oral and written communications skills, especially in technical consultation, writing and diagrams.
• Must be able to work effectively, in a highly organized manner, paying close attention to detail; accountability and reliability in meeting project deadlines and requirements.

Preferred Qualifications

• Experience implementing new ServiceNow modules (e.g. HAM Pro, Interactions, Workspaces, CSDM, CMDB, Change Management, On-Call Scheduling, Virtual Agent, etc.).
• Certifications including Administrator or Developer in major ITSM platform and ITIL certification.
• Has taken official ServiceNow training courses.

Additional Details

This position is subject to final budgetary and administrative approval.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

Monday - Friday 8:30pm - 5pm

This position has the opportunity for a remote work schedule, which is defined by the University as an arrangement where the employee’s work location is to work from a site other than the UMass Amherst campus. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.

Salary Information

Pay Grade:PSSAP Grade 28

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.