ServiceNow Systems Engineer

Overview
This role involves maintaining and enhancing the ServiceNow platform, including workflow development, bug fixes, and system upgrades. The position supports technical implementation efforts, system integrations, and supporting ITOM and ITAM applications such as discovery, asset management, service mapping patterns, and event management. The position requires monitoring system stability, conducting risk assessments, and supporting relational databases like MariaDB. It also includes configuring ServiceNow modules, developing dashboards, KPIs, and reports, and collaborating with stakeholders to deliver ITSM processes aligned with ITIL, Agile, and PMBOK frameworks. The role supports the lifecycle replacement of IT hardware and provides user support for ServiceNow functionalities.

Education & Certification Requirements
A bachelor’s degree in computer science, information systems, or a related field, along with at least five years of experience.

Candidates must possess a ServiceNow Certified System Administrator certification and/or ServiceNow Certified System Engineer, as well as an ITIL v4 Foundation Certification.

Clearance Requirements
Top Secret clearance required; a possible upgrade to TS/SCI is anticipated.

Onsite Requirements
This role is onsite 5x days per week at MacDill AFB. Travel up to 10% may be required to support USCENTCOM exercises, including OCONUS locations.

Responsibilities

• Maintain and support the ServiceNow system, including workflow development, bug fixes, and upgrades.
• Develop and implement ServiceNow system solutions in a Linux environment with a focus on integrations.
• Support and enhance ITOM and ITAM applications such as discovery, asset management, and event management.
• Configure ServiceNow modules including incident, problem, change, request, and service catalog, applying best practices.
• Monitor system stability to prevent service degradation or interruption.
• Conduct risk assessments and identify potential system gaps.
• Support relational databases such as MariaDB, including installation, optimization, and coding.
• Develop dashboards, KPIs, and reports to provide visibility into system performance and portfolio management.
• Collaborate with stakeholders and the CSI Lead to deliver advanced ITSM processes and tooling solutions.
• Support lifecycle replacement of IT hardware and maintain customer relationships.
• Assist end users with ServiceNow support and functionalities, including best practices for ServiceNow SPM modules.
• Modify core applications and application-related fields, forms, views, email notifications, and access controls.
• Maintain regular attendance as an essential function of the role.

Qualifications

• Minimum of five years’ experience as a ServiceNow Systems Engineer.
• Proven experience in ServiceNow system maintenance, workflow development, and integrations.
• Knowledge of ITOM and ITAM applications, including discovery and asset management.
• Hands-on experience with ServiceNow HTML, CSS, AngularJS, Jelly scripts, and Restful API web services.
• Ability to configure and customize ServiceNow applications, including incident, problem, change, and request modules.
• Experience supporting relational databases such as MariaDB.
• Expertise in Agile development methodologies.
• Strong understanding of ITSM frameworks, including ITIL, and best engineering practices.

Desired Skills

• ServiceNow ITSM Implementer certification.
• JavaScript, HTML, or CSS experience.
• Familiarity with incident management, problem management, change management, and request fulfillment processes.
• Skilled in utilizing best practice engineering methods.