ServiceNow ITOM Engineer

Analyst I – Operations

 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

The ServiceNow ITOM Engineer is part of the Service Asset and Configuration Management Team. This individual will work with technical SME’s to gather technical requirements as needed. The ServiceNow ITOM Engineer plays a key role during the planning stage of enhancing the automated collection of configuration data that makes up a Service.

 

The opportunity:

·       Work with process owners to understand the process requirements related to the capture of configuration data and develop technical specifications and solutions

·       Work with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information.

·       Provide visibility to the performance and issues related to Discovery/Service Mapping

·       Collaborate with Infrastructure Architects to understand IT technology strategy

·       Work with Application SMEs to create and validate Discovery/Service Maps for key applications

·       Participate in Configuration Management meetings and Story Time where appropriate

·       Perform day to day administration of the ServiceNow Service Mapping tool, including mapping additional defined business services

·       Maintain the integrity of the Service Mapping tool across production and non-production environments

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What you need:

·       Minimum of 3-year experience with ServiceNow ITOM platform

·       Minimum of 5+ years working on a team as part of a large IT organization

·       ServiceNow Administration certification a plus

·       Minimum of 3-year experience with Discovery, Event Management, Service Mapping, and CMDB

·       Experience with Mid Server Administration, VM and containerized mid servers

·       Minimum of 3 years’ experience with Configuration Management, ITIL v4 certification a plus

·       Working experience in Multi Cloud solutions (Azure, Google, OCI, IBM, etc.)

·       Experience working with containerized infrastructure and geographically distributed physical infrastructure

·       Working knowledge and experience of Agile and DevOps methodologies, scoping work through enhancements and stories, scoping requirements

·       Proven execution of strategic service data models

·       Experience with WMI, SSH, SNMP, PowerShell, REST, SOAP, and JavaScript

·       Experience working with LDAP, Active Directory, and SUDO a plus

·       Experience with a converged platform a plus

·       Experience integrating with tools to federate data into the CMDB, multi-source CMDB functionality42

·       Experience working with Performance Monitoring Tools and Metrics

·       Strong written and verbal communication

·       Good interpersonal skills, including collaboration, communication, relationship building, and negotiation

·       Proficient with Microsoft Office tools; Excel, PowerPoint, Word

·       Able to function effectively in a fast-paced environment

·       Intermediate Windows and Unix administration skills

·       Familiarity with network concepts (routers, switches, firewalls, NSG, load balancing)

·       Familiarity with the following concepts: XML, and JSON/script language

·       Intermediate to deep understanding of Java RegEx

·       Ability to discuss credentials, install a product, troubleshoot permission issues, discuss and trouble shoot network connectivity with network engineers

·       Ability to work in US (PST) hours as needed

·       Preferred: Scripting capabilities such as JavaScript

·       Moderate knowledge with Web and Application Servers, Load Balancers, Databases, Cloud Solution and Virtualization (WebSphere, MQ, IIS, Apache, VMware)

 

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $60,000-$90,000

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters belonging, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

 

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

 

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