Enterprise Systems Engineer

Lawrence Berkeley National Laboratory•Berkeley, CA

1d•Hybrid

About The Position

Lawrence Berkeley National Laboratory is hiring an Enterprise Systems Engineer within the ESnet division. In this exciting role, you are responsible for the administration, configuration, integration, and continuous improvement of multiple platforms including ServiceNow, Atlassian products (Jira, Confluence), Slack, Zoom, and other critical business applications. As a member of the Business Automation team within ESnet Systems and Software department, the Enterprise Systems Engineer will ensure these platforms work cohesively to support ESnet's operational excellence and enable productive collaboration across all teams. We’re here for the same mission, to bring science solutions to the world. Join our team and YOU will play a supporting role in our goal to address global challenges! Have a high level of impact and work for an organization associated with 17 Nobel Prizes! Why join Berkeley Lab? We invest in our employees by offering a total rewards package you can count on: Exceptional health and retirement benefits, including pension or 401K-style plans A culture where you’ll belong - we are invested in our teams! In addition to accruing vacation and sick time, we also have a Winter Holiday Shutdown every year. Parental bonding leave (for both mothers and fathers) Pet insurance

Requirements

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or equivalent work experience.
Experience optimizing and documenting complex business and IT Service Management
Experience managing ServiceNow environments
Experience with IT Service Management, Service Desk, Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and CMDB
Proficient with JavaScript & HTML
Ability to work on multiple tasks and respond to rapidly changing priorities.
Successfully work independently and on collaborative teams.
Proven track record of successful customer relationship management
Excellent written and interpersonal communication skills.
Experience with Agile software engineering practices.
Ability to foster positive work relationships and resolve technical and interpersonal conflicts with diplomacy and tact.
Typically requires a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or equivalent experience.
Experience working with diverse business functions and teams to optimize and document complex business and IT Service Management processes.
Demonstrated experience with IT Service Management, Service Desk, Incident Management, Change Management, Problem Management, Asset Management, Configuration Management and CMDB
Demonstrated experience with ServiceNow administration and support
Experience with Jira and Confluence administration
Experience with Slack administration
Proficient with JavaScript & HTML
Demonstrated experience with one or more of the following programming languages: Python, Go, Java, Rust, JavaScript, TypeScript.

Nice To Haves

Certified ServiceNow Administrator, updated to current ServiceNow major release
Certified ServiceNow Developer, or willingness to get certified
ITIL v3 or ITIL v4 certificate
Project Management skills: demonstrated expertise participating in project teams to successfully complete and develop project scope, on time and within project budgets.

Responsibilities

Maintain the integrity, performance, security, and availability of ServiceNow instances through day-to-day support, maintenance and administration of all ServiceNow instances: Sandbox, Development, Test and Production
Assist in managing the complete lifecycle for enterprise SaaS platforms including the Atlassian Suite (Jira, Confluence, and related integrations), Slack, and Zoom
Assist in managing user provisioning, access controls, permissions, and license allocation across all Enterprise platforms
Configure and maintain platform-specific features including: ServiceNow: UI components, Business Rules, Client Scripts, Update Sets, Workflows, Record Producers, and integrations Atlassian: Projects, workflows, permissions schemes, Confluence spaces Slack: Workspaces, apps, governance policies, and external collaborations Zoom: Accounts, security settings
Assist in implementing, and maintaining integrations between enterprise platforms via APIs, webhooks, SSO/SAML, and marketplace apps
Assist in developing automation solutions to reduce manual work and improve data consistency across platforms
Under general instructions, perform platform upgrades and migrations with minimal user disruption; identify and recommend new capabilities suitable to ESnet's needs
Aid in business process analysis, translating requirements into technical solutions
Create and cooperatively work vendor support tickets, escalating as appropriate; write RFPs, evaluate vendors, and manage partner relationships
Work collaboratively with all teams to provide optimal user experience; deliver technical presentations and training
Independently perform on-call duties
Load, manipulate, and maintain data between ServiceNow and other systems, including Integrating ServiceNow with third party services
Develop clear and concise technical, process, and project documentation
Create reports, dashboards, and analytics across platforms
Maintain current platform certifications (e.g., ServiceNow Administrator, Atlassian Certified Professional)
Assist with annual ServiceNow upgrades, collaborating with the Business Automation team to ensure seamless service delivery and minimal disruption.
Work on and resolve problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
Network with senior internal and external personnel in own area of expertise.
Perform at least one major ServiceNow upgrade each year, including identifying and remediating upgrade-related issues, ensuring the platform remains accessible to users without disruption or loss of function
Work at a higher level of independence when completing assignments.
Work on and resolve complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Determine methods and procedures on new assignments and may coordinate activities of other personnel.
Network with key contacts outside your own area of expertise.

Benefits

Exceptional health and retirement benefits, including pension or 401K-style plans
A culture where you’ll belong - we are invested in our teams!
In addition to accruing vacation and sick time, we also have a Winter Holiday Shutdown every year.
Parental bonding leave (for both mothers and fathers)
Pet insurance

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