Location: Remote US

Work hours: Mon-Fri 8 AM-5 PM US ET

Number Of Positions: 1

Description:

The Sr. Operations Engineer will serve as a key technical resource participating and providing oversight of the maintenance, support, and configuration of the ServiceNow Platform. Maintains a high level of fluency in ServiceNow design and operational principles. Works with key stakeholders to develop enterprise business solutions for our customers leveraging ITIL processes and best practices.

Primary Responsibilities:

• Major Responsibilities:
• Expert level understanding of ServiceNow.
• The ServiceNow Operations Engineer is responsible for performing systems support activities (platform enhancements, platform engagements, etc.) and required participation in an on-call rotation (working incidents/requests) for support of systems outside of normal business hours. 
• Follows documented procedures in the code migration process while ensuring service availability and general best practices are adhered to. 
• Serve as Lead ServiceNow operations engineer responsible for implementing/using best practices as pertains to platform maintenance, stability, troubleshooting, upgrades, clone downs, etc.
• Ensure overall systems availability via good understanding of monitoring tools, thorough troubleshooting, code migration discipline and responsiveness in root cause analysis.
• Understand the large-scale thinking and approach needed for success of the platform.
• Work with Capability Owners and Platform Customers to translate their business challenges into actionable operational tasks. 
• Proactively stay on top of new capabilities in the platform and educate team members and customers. 
• Assist other Software Engineers on Scrum team with accuracy of estimates, comprehension of tasks and provide peer reviews of completed work. 
• Good faith estimates of work engagements for various requests for self and team to enable prioritization as well as innovation. 
• Assists other Operations Engineers on assigned weekly roles and work engagements with accuracy of estimates, comprehension of tasks and provide peer reviews of completed work. 
• Serves as a technical lead contributing to and directing the operational efforts of engagements such as clone downs, upgrades, vendor network upgrades, post incident reviews, platform monitoring and analysis, etc.
• Mentors junior and mid-level Operations Engineers to allow for skill/knowledge development through advice, coaching, and training opportunities.
• Participates in recruiting, interviewing, and hiring of new software engineering resources.

Required Qualifications:

• Undergraduate degree or 6+ years of equivalent experience.
• 4+ years of experience with ITSM processes (Incident/Problem/Request/Change management).
• 4+ years of experience with Web-Services, AJAX, JavaScript, Business Rules, SOAP, REST SSO-SAML Setup, and Integration of ServiceNow to Other Applications.
• Demonstrated knowledge of infrastructure design, implementation, administration, planning, and developing.

Preferred Qualifications:

• ServiceNow Certified System Administrator or other ServiceNow certification.
• Experience with CI/CD pipelines.
• Excellent human relations skills to effectively interact with leadership and management, peers, business partners and vendors.