Senior Software Engineer

Summary

Join NewRocket, a global ServiceNow partner, as a Senior Software Engineer on the Managed Services team. You will create new service catalogue items, configure ServiceNow modules, and work on customer incidents and requests. The role involves enhancing ServiceNow workflows, interacting with technical SMEs, and participating in user acceptance testing. You will also remediate production incidents, maintain documentation, ensure SLAs are met, gather requirements, and provide on-call support. NewRocket offers ServiceNow training and certification opportunities. The position requires 5+ years of ServiceNow development experience and specific certifications.

Requirements

• 5+ years of experience in ServiceNow development
• Experience with ITSM/CSM/SPM/ITOM capabilities within ServiceNow
• Ability to research and independently learn new technical information to perform configuration, operation, or network connectivity of applications, operating systems and network devices
• Excellent Customer Service Skills
• Excellent communication and presentation skills to include technical and business concepts
• Keen attention to detail
• Swift action and analysis to identified customer issues
• Good Business Analysis skills for requirements gathering and clarification
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
• ServiceNow Certified System Administrator and ServiceNow Certified Application Developer Certification or the ability to obtain relevant certification

Responsibilities

• Create new service catalogue items
• Configure within ServiceNow modules
• Working customer incidents, requests, low/medium complex enhancements, whilst following development and CAB processes, and the customers internal ticket and change processes
• Updating and keeping current cases and customer tickets for incidents, requests, questions, enhancements, and defects for clients
• Enhance ServiceNow (SN) workflows in Agent Workspace, Service Catalogue, Mobile App, Incident/Request/Problem Management, CSM and other ServiceNow modules
• Interact with technical SMEs to get necessary environment information to support your service map and event work
• Participate in user acceptance testing of the resulting development work
• Remediate any production incidents that arise related to this scope
• Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency
• Ensuring all cases are meeting agreed SLAs. Escalating proactively
• Gathering requirements when required from the customer
• Scoping and Estimating Features/enhancements
• Providing on call and after hours support as required
• Provide engineers with architectural blueprints/requirements for implementations

Preferred Qualifications

BA/BS degree in Business Administration or technology related field preferred, or equivalent experience