ServiceNow ITSM Engineer
Jobs via Dice · United States
- Hybrid
- Full-time
- $100,000 / year
- United States
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Job highlights
- Administer and support ServiceNow platform.
- Develop and configure ITSM, SPM, CSM solutions.
- Integrate third-party applications and manage security.
- Participate in Agile/Kanban team ceremonies.
- Requires 5+ years ServiceNow experience and CIS-ITSM.
About the role
ServiceNow ITSM Engineer
Prudent Technologies and Consulting is seeking an experienced ITSM Engineer with deep expertise in the ServiceNow platform to join a high-performing Agile/Kanban team. This role serves as a Level 3 escalation point for Service Desk operations, ensuring platform stability, security, and continuous improvement.
Key Responsibilities
ServiceNow Administration & Support
- Provide end-to-end administration and support for the ServiceNow platform.
- Manage users, groups, roles, permissions, and access controls.
- Monitor platform health, uptime, performance, and system availability.
- Troubleshoot and resolve ServiceNow incidents, issues, and platform-related problems.
- Administer code releases, patches, plugins, upgrades, and clone activities.
- Support disaster recovery testing, backups, restores, and instance recovery activities.
- Manage ServiceNow licensing and reporting requirements.
Platform Development & Configuration
- Configure and support ServiceNow ITSM, SPM, and CSM solutions.
- Develop and maintain Catalog Items, Flow Designer workflows, custom applications, and platform integrations.
- Support Service Portal, Virtual Agent, Knowledge Management, and Mobile capabilities.
- Utilize Automatic Test Framework (ATF) for testing and validation.
- Review code, identify defects, and collaborate with development teams on remediation.
Integrations & Security
- Support REST, SOAP, ServiceNow Spokes, and third-party integrations.
- Diagnose and resolve Discovery and Service Mapping issues.
- Address platform vulnerabilities, especially MID Server security findings.
- Implement security best practices and support audit requirements.
- Manage credentials and secrets using enterprise vault solutions.
Agile Delivery & Operations
- Participate in Agile/Kanban ceremonies, sprint planning, daily standups, and release activities.
- Create and maintain technical documentation, knowledge articles, and operational procedures.
- Manage incident queues and provide timely issue resolution.
- Document work using user stories and Agile project management practices.
- Collaborate with stakeholders, business teams, and technical teams to deliver platform enhancements.
Required Qualifications
- 5+ years of hands-on experience with the ServiceNow platform.
- Strong expertise in ServiceNow ITSM implementations and administration.
- Experience with ServiceNow CSM, SPM, Service Portal, Virtual Agent, and Mobile solutions.
- Strong understanding of ServiceNow Architecture and platform best practices.
- Experience with REST APIs, SOAP integrations, Flow Designer, Discovery, and Service Mapping.
- Knowledge of ITIL processes including Incident, Change, Problem, Knowledge, and Service Catalog Management.
- Experience supporting platform upgrades, patching, cloning, security remediation, and performance tuning.
- Bachelor's Degree in Computer Science or equivalent experience.
Mandatory Certifications
- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
- ServiceNow Certified Application Developer (CAD)
Preferred Qualifications
- ITIL v4 Certification
- ServiceNow CIS-SPM Certification
- ServiceNow Mobile experience
- Experience with platform security, vulnerability management, and compliance requirements.
- Experience supporting enterprise-scale ServiceNow environments.
Key Skills/Competency
- ServiceNow Administration
- ITSM
- ITIL Processes
- Platform Development
- Integrations (REST/SOAP)
- Service Portal
- Virtual Agent
- Discovery
- Service Mapping
- Agile Methodologies
Skills & topics
- ServiceNow ITSM
- ServiceNow Engineer
- ITSM
- ITIL
- ServiceNow Administration
- Platform Development
- Integrations
- REST APIs
- SOAP APIs
- Agile
- ServiceNow Certified Implementation Specialist
- ServiceNow CAD
- ServiceNow CSM
- ServiceNow SPM
- ServiceNow Mobile
- Service Portal
- Virtual Agent
- Discovery
- Service Mapping
- Prudent Technologies
- Dice
How to get hired
- Customize your resume: Highlight your 5+ years of ServiceNow experience, CIS-ITSM, and CAD certifications. Emphasize ITSM, integrations, and Agile skills.
- Tailor your application: Directly address the key responsibilities and qualifications listed in the job description for the ServiceNow ITSM Engineer role.
- Prepare for technical questions: Be ready to discuss ServiceNow administration, ITSM processes, REST/SOAP integrations, and platform development.
- Showcase problem-solving: Prepare examples demonstrating your troubleshooting, analytical, and stakeholder management abilities.
- Understand the company: Research Prudent Technologies and Consulting's focus on ServiceNow solutions and their client base via Dice.
Technical preparation
Master ServiceNow ITSM configuration and administration.,Practice building integrations with REST and SOAP.,Familiarize with ServiceNow Discovery and Service Mapping.,Understand Agile/Kanban principles and documentation.
Behavioral questions
Describe a complex ServiceNow issue you resolved.,How do you handle conflicting stakeholder requirements?,Share an experience improving platform performance.,How do you stay updated on ServiceNow best practices?
Frequently asked questions
- What are the key ServiceNow certifications required for the ITSM Engineer role at Prudent Technologies?
- For the ServiceNow ITSM Engineer position with Prudent Technologies and Consulting, the mandatory certifications are ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM) and ServiceNow Certified Application Developer (CAD). Possessing these demonstrates a strong foundation in the platform and its development.
- How much experience is needed to be considered for the ServiceNow ITSM Engineer job?
- Prudent Technologies and Consulting is seeking an experienced ITSM Engineer with a minimum of 5 years of hands-on experience specifically with the ServiceNow platform. This experience should encompass implementations and administration, particularly within ITSM.
- What ITIL processes are most important for this ServiceNow ITSM Engineer position?
- A strong understanding of ITIL processes is crucial for this role. This includes knowledge of Incident Management, Change Management, Problem Management, Knowledge Management, and Service Catalog Management, all of which are core to effective ServiceNow ITSM operations.
- Does this ServiceNow ITSM Engineer role involve remote work?
- The job description does not explicitly state the work arrangement. However, given the Agile/Kanban team structure and the need for platform support, it is likely to be either on-site or hybrid. Candidates should clarify this during the application process.
- What kind of integrations will I be working with as a ServiceNow ITSM Engineer?
- As a ServiceNow ITSM Engineer, you will support various integrations, including REST and SOAP APIs. You'll also work with ServiceNow Spokes, third-party integrations, and specifically focus on diagnosing and resolving Discovery and Service Mapping issues.
- How does Prudent Technologies utilize the ServiceNow platform for their clients?
- Prudent Technologies and Consulting leverages the ServiceNow platform to provide ITSM, SPM, and CSM solutions to their clients. They focus on platform administration, development, configuration, and integration to enhance client operations and service delivery.