ServiceNow ITSM Engineer — Integrations & Analytics

Robotic Technologies Automation; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Robotic Technologies Automation in Chicago is seeking a results-oriented IT Service Management engineer to develop and enhance Incident, Problem, Change, and Request Management processes. You will drive SLA adherence, reduce backlogs, and improve service quality across IT operations.

You will enable ingestion, prioritization, and remediation workflows, integrate with scanners like Rapid7 or Fortify for automated processing, and contribute to security reporting, audit readiness, and CAB

Responsibilities

• Develop and enhance Incident, Problem, Change, and Request Management.
• Ensure alignment with ITIL practices and the client governance standards.
• Drive SLA adherence, backlog reduction, and service quality improvements.
• Enable ingestion, prioritization, and remediation workflows.
• Integrate with scanners (e.g., Rapid7, Fortify) for automated processing.
• Support security reporting and audit readiness.
• Deliver scalable enhancements aligned to business and compliance needs.
• Develop REST/SOAP integrations with enterprise systems.
• Build Performance Analytics dashboards (SLA, MTTR, vulnerability metrics).
• Create and maintain ATF scripts for release validation.
• Handle BAU enhancements, defect fixes, and continuous improvement.
• Participate in CAB, governance, and stakeholder interactions.

Job description

Robotic Technologies Automation in Chicago is seeking a results-oriented IT Service Management engineer to develop and enhance Incident, Problem, Change, and Request Management processes. You will drive SLA adherence, reduce backlogs, and improve service quality across IT operations.

You will enable ingestion, prioritization, and remediation workflows, integrate with scanners like Rapid7 or Fortify for automated processing, and contribute to security reporting, audit readiness, and CAB