ServiceNow Engineer I — Remote ITSM Innovator

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

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.