IT Service Management Engineer (September 2026)

School Employees Retirement System• US,

2d•$86,593 - $129,889•Onsite

About The Position

The IT Service Management (ITSM) Engineer is responsible for administering the ServiceNow platform, assisting the Service Desk Manager in all related areas, and providing project management support on assigned IT projects and initiatives. This role involves overseeing, designing, implementing, maintaining, and supporting the ServiceNow platform, including upgrades and future initiatives. The engineer will also research and recommend platform improvements, maintain the CMDB, and perform project management functions for IT projects. Additionally, the role serves as second-tier support for service desk activities, mentors first-level support, and communicates effectively across the organization. Responsibilities include creating documentation, supporting Root Cause Analysis, researching AI tools, providing after-hours support, and ensuring data security and confidentiality.

Requirements

High school diploma, G.E.D equivalent
3-5 years of experience in a related Service Desk role
3-5 years of experience administering the ServiceNow ITSM platform
Demonstrated strong attention to detail skills through thoroughness and thought of work products
Ability to adapt and change behavior or methods of approach.
Effective planning and organizing skills.
Ability to develop team cooperation and collaboration to encourage participation in groups.
Demonstrates ability to identify problems and issues of varying complexities and find effective solutions within few guidelines.
Excellent written and oral communication skills.
Develops and maintains effective relationships with others in order to encourage and support communication and teamwork.
Equivalent combination of education, skills, and experience.

Responsibilities

Oversee, design, implement, maintain, and support the ServiceNow platform, including providing end-user support, performing version level upgrades, and leading future initiatives to further leverage the platform’s features and functionality.
Research, evaluate, and recommend ServiceNow platform improvements, upgrades, and expansions to meet evolving business needs.
Maintain the Configuration Management Database (CMDB) as the structural backbone linking IT assets and services.
Perform project management functions for assigned IT projects and initiatives, including planning, monitoring, and reporting on project activities.
Define and manage projects, initiative scopes, requirements, activities, and timelines within the ServiceNow project management module.
Assign and monitor work of technical personnel actively working toward established objectives, milestones, and assist with budget requirements.
Identifies, clarifies and communicates project vision, goals and objectives.
Functions as second tier support for all service desk activities, including end user support, training, process execution, and continual process improvement.
Mentor, instruct, and assist first-level Service Desk personnel in supporting end users with all functions of enterprise technology and applications.
Communicate effectively across organization on requirements, standards, design alternatives, and service delivery issues for assigned work.
Create and maintain documentation relating to SERS’ project management methodology and processes.
Support the completion of Root Cause Analysis (RCA) documentation for IT Infrastructure services and ensure results are finalized and published in a timely manner.
Research, learn, and apply AI tools and capabilities where practical to enhance efficiency, improve quality, and strengthen delivery outcomes.
Provide emergency after-hours and weekend support as needed.
Ensures the confidentiality, integrity, and security of all Personally Identifiable Information (PII) and Protected Health Information (PHI) data by strictly adhering to federal and state laws, regulations, polices, and best practices for data protection and access control.
Other responsibilities as assigned.