Senior Staff Engineer

Summary

Join our team as a ServiceNow expert to design, implement, and maintain ITSM processes. You will plan service delivery workflows, translate requirements for development, and serve as a business analyst for catalog-related requests. Responsibilities include managing the ServiceNow platform, collaborating with stakeholders, developing training programs, and monitoring ITSM metrics. This role requires strong ITSM and ServiceNow experience, ITIL framework knowledge, and excellent communication skills. A bachelor's degree in a related field and at least 5 years of relevant experience are necessary. Advanced degrees and ServiceNow certifications are preferred.

Requirements

• Must have Skills: ITSM tools, IT Service Management with Atlassian Solutions, ServiceNow
• Bachelor's degree in information technology, Computer Science, or a related field
• Minimum 5 years of experience in IT Service Management, with at least 5 years of hands-on experience with ServiceNow
• Proven track record of successful ServiceNow implementations and process improvements
• Strong understanding of ITIL frameworks and their application within an ITSM context
• Strong understanding of Network Connectivity Services workflow including LAN, WAN, Datacenter and Network Security
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
• Analytical mindset with the ability to troubleshoot complex issues and develop innovative solutions
• Leadership experience with a demonstrated ability to lead and mentor a team

Responsibilities

• Plan Service Delivery workflows and translate requirements for development
• Maintain standards and approaches defined for the Service Request process
• Vet all incoming enhancement requests related to portal/catalog items
• Serve as a Business Analyst for all catalog-related requests
• Represent Network Connectivity Services requirements with the ServiceNow team, ensuring successful integration
• Lead the design, implementation, and maintenance of ITSM processes using ServiceNow, ensuring alignment with industry best practices
• Manage and optimize the ServiceNow platform to support ITSM processes, including Incident Management, Problem Management, Change Management, and Service Catalog
• Collaborate with stakeholders to define and document business requirements, translating them into technical solutions on the ServiceNow platform
• Develop and deliver training programs to educate users on ITSM processes and the effective use of ServiceNow
• Monitor and analyze ITSM metrics, generating reports to identify trends, areas for improvement, and opportunities for automation

Preferred Qualifications

• Advanced degree preferred
• ServiceNow certifications, such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS), are highly desirable