What are the responsibilities and job description for the ServiceNow ITSM Engineer position at Prudent Technologies and Consulting?
Role: ServiceNow ITSM Engineer
Location: Cincinnati, OH
Duration: Long Term
Experience: 12 Years
Job Summary
We are seeking an experienced ITSM Engineer with deep expertise in the ServiceNow platform to join a high-performing Agile/Kanban team. The ideal candidate will be responsible for ServiceNow administration, platform support, troubleshooting, upgrades, integrations, performance optimization, and ITSM solution development. This role will serve as a Level 3 escalation point for Service Desk operations while ensuring platform stability, security, and continuous improvement.
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)
Preferred Qualifications
- ITIL v4 Certification
- ServiceNow CIS-SPM Certification
- ServiceNow Mobile experience
- Experience with platform security, vulnerability management, and compliance requirements.
- Experience supporting enterprise-scale ServiceNow environments.
Technical Skills
Mandatory Skills
- ServiceNow ITSM
- CIS-ITSM
- ServiceNow CAD
- ServiceNow Administration
- ITIL Processes
- REST/SOAP Integrations
- ServiceNow Mobile
- ServiceNow Platform Development
Preferred Skills
- ServiceNow SPM
- ServiceNow CSM
- Service Mapping
- Discovery
- Flow Designer
- ATF (Automated Test Framework)
- Virtual Agent
- Service Portal