Lead Engineer The Engineering job designs information systems that are appropriate for users' needs and consistent with the overall design of the organization's information systems architecture. Under limited supervision, this job is responsible for the installation, configuration and maintenance of the organization's operating systems. Key Responsibilities and Duties Formulates system scope through research and fact-finding to develop or modify moderately complex information systems. Evaluates and implements changes to existing system logic difficulties and documentation as necessary. Reviews flow charts, models, and procedures and feasibility studies to design possible system solutions. Reviews technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of the system. Collaborates with system analysts, engineers, and programmers to design systems and to determine project limitations and capabilities, performance requirements, systems performance standards, and interfaces. Identifies and documents all system constraints, implications and consequences of various proposed system changes. Educates end users on system designs and functionalities through creation of training materials and conducting demos. Evaluates the efficiency and effectiveness of application operations and troubleshooting problems.Educational Requirements University (Degree) PreferredWork Experience 5 Years Required; 7 Years PreferredPhysical Requirements Physical Requirements: Sedentary Work Career Level 8IC TIAA is seeking a Lead ServiceNow CMDB Engineer who has strong technical abilities, a sound understanding of ITIL processes, hands-on ServiceNow CMDB, ITOM Discovery / Visibility experience, and excellent ServiceNow development skills. This role will be responsible for design, discovery, administration, development, support and all other aspects of the CMDB including operational support. This role will work on a wide variety of projects and collaborate with a diverse set of partners across the enterprise. You will bring to bear your knowledge of ServiceNow & CMDB, your grasp of standard methodologies for that platform, as well as your developer skills to help develop sophisticated, robust, and scalable solutions against requirements. Finally, you’ll share your knowledge and experience with team members, including mentoring junior engineers, to increase our efficacy and breadth of understanding of the platform and how best to realize value within it. Job Responsibilities Designs end to end solutions encompassing positive and consistent user experience, alignment with ITIL and ServiceNow best practices/scalability. Develops user friendly service catalog items with experience of writing orchestration workflows. Builds service requests from customer requirements including requests. Requests items and tasks using workflows to manage data flows from the customer to the support teams providing service. Develops and implements advanced workflows, business rules, script includes, client scripts, service portal widgets, flows and other scripting solutions (i.e. Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each – including CMS/Service Portals). Integrates data from multiple data sources where appropriate into a unified CMDB while ensuring data quality and integrity are maintained. Designs improvements and new customizations by using CSS, html, AngularJS and other programming languages. Loads, manipulates and maintains data between ServiceNow and other systems by using APIs and file imports. Provides expert troubleshooting on complex issues while serving as an escalation point to other platform administrators, analysts and developers. Proactively stays up to date in platform capabilities, research and recommend use of new ServiceNow platform features/plugins to improve the user experience, process quality and to educate new team members. Produces system design documentation for developed applications and updated solutions. Uses SCRUM/Agile development methodologies. Documents and follows established processes for both operational and agile/project development work. Documents technical architectures that could be clearly understood and immediately used by developers to construct code and unit tests. Required Qualifications: Bachelor’s / Master’s degree in Engineering, Computer Science, or related field 12 years overall work experience 5 years as a ServiceNow CMDB Engineer / Developer with hands-on experience developing in the following areas: CMDB, Discovery and Service Mapping Portal development, including creation of custom web components in Service Portal (CSS, HTML, Angular JS, node.JS, Bootstrap) Service Catalog, Custom Development on ServiceNow Platform Application integrations using REST APIs, web services, scripts, transform maps, etc. Flow Designer, Workflow, Integration Hub Solid knowledge of the ITIL framework especially as it pertains to the CMDB model and governance Solid understanding of ServiceNow’s CSDM framework Lead role in at least one platform upgrade; familiar with upgrade process [technical and functional], risks & mitigation methods , day-of upgrade execution Strong verbal and written communication skills and proven technical leadership Preferred Qualifications: Experience with large scale, enterprise CMDB implementations Experience in development, configuration, implementation and support of production and non-production ServiceNow instances. ITIL v3 certification ServiceNow Admin Certification, ServiceNow Certified Implementation Specialist, or ServiceNow Certified Application Developer Potential Salary: $140,000.00 USD Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans). _____________________________________________________________________________________________________ Company Overview TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services. COVID-19 Vaccination TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law. Benefits and Total Rewards The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary. Equal Opportunity We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status. Read more about the Equal Opportunity Law here. Accessibility Support TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities. If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: Phone: (800) 842-2755 Email: accessibility.support@tiaa.org Privacy Notices For residents of California, please click here to access the TIAA CA Applicant Privacy Notice. For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice. 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