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ServiceNow Platform Engineer

2 months ago

New York, New York, United States Crowell & Moring Full time
About the Role

Crowell & Moring LLP is seeking a highly skilled ServiceNow Platform Engineer to join our team. As a key member of our IT organization, you will be responsible for the development, management, and growth of the ServiceNow platform.

Key Responsibilities
  • Platform Administration: Administer, configure, and maintain the ServiceNow platform, focusing on IT Service Management (ITSM) and Strategic Portfolio Management (SPM) applications.
  • Customization and Development: Develop and implement fixes for bugs and issues in ServiceNow production for ITSM and SPM, create and modify forms, fields, and workflows according to requirements.
  • Change Control and Release Management: Oversee change control and coordinate the release management process for ServiceNow.
  • Reporting and Data Management: Build dashboards and reports for IT Management and firm leadership, report on and manage data within the ServiceNow platform, including imports and exports, ensuring data integrity and security.
  • User Management and Security: Handle onboarding and offboarding of ServiceNow users, ensure effective user access management and platform security, complying with regulations and internal policies.
  • Technical Expertise: Utilize ServiceNow scripting modules such as Client Scripts, UI Policies, and Business Rules to develop, customize, manage forms and fields, serve as the technical expert for ServiceNow design and support issues.
  • Platform Enhancements: Design and implement robust ServiceNow platform enhancements to improve functionality and the overall end-user experience.
  • Knowledge Base and Documentation: Create and modify knowledge base articles to enhance user support and documentation.
  • Incident and Service Request Resolution: Resolve incidents and service requests promptly.
Requirements
  • IT Service Management (ITSM) and Strategic Portfolio Management (SPM) Knowledge: Demonstrated knowledge of ITSM and SPM principles.
  • ServiceNow Scripting Modules: Proficiency in ServiceNow scripting modules like Client Scripts, UI Policies, Business Rules, etc.
  • Scripting Languages: Knowledge of scripting languages such as JavaScript, Python, or PowerShell, Web service proficiency (REST, SOAP), and XML and JSON is preferred.
  • Database Management: Develops and maintains queries against Microsoft SQL databases such as Microsoft SQL, to prepare reporting statistics (KPIs) and status reports.
  • ITIL and ServiceNow Components: Knowledge of ITIL (Change, Incident, Problem Management), hardware and software asset management, and ticketing systems, proficient working with ServiceNow components such as Automated Discovery Tool, Service Catalog, Discovery and Knowledge management.
  • Certifications: ITIL v3 Foundations certification minimum or working knowledge of the ITSM/ ITIL Framework, ServiceNow Certified System Administrator (CSA) required, ServiceNow Certified System Implementation Specialist is preferred.
  • Soft Skills: Excellent problem-solving skills and attention to detail, ability to work independently and collaboratively in a team environment, service-oriented mentality with a high sense of ownership and proactive issue resolution, strong communication skills, both verbal and written.
  • Education: A bachelor's degree in computer science, information technology, or a related field, equivalent training and experience may substitute for education.
  • Experience: The position requires a minimum of four (4) years of experience implementing, administering, configuring, and maintaining the ServiceNow platform, minimum of two (2) years of discovery and configuration management (CMDB) experience.