ServiceNow ITSM Engineer

Role: ServiceNow ITSM Engineer

Location: Cincinnati, OH
Contract

Experience: 12+ Years

CAD, CSA and CIS-ITSM certification are mandatory.

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)