ITSM Engineer III - ServiceNow

HKS, Inc. • Dallas, TX

5d

About The Position

Responsible for configuring, maintaining, and optimizing the ServiceNow platform to support IT service management processes. Implements ITIL-based solutions, customizing workflows, and integrating ServiceNow with other systems to enhance service delivery and operational efficiency. Collaborates with stakeholders to gather requirements, automate processes, and ensure the platform aligns with business needs while maintaining best practices. Anticipates job expectations and contributes to project solutions.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or an equivalent combination of education and experience
• Typically with 8+ years of experience working with the ServiceNow platform, with a focus on ITSM
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certifications required
• Expertise with a variety of concepts, practices, and procedures related to IT Service Management; specifically, ITIL required
• Knowledge of scripting languages such as JavaScript, HTML, CSS, and AngularJS
• Proficiency in configuring and developing within the ServiceNow platform
• Experience with ServiceNow modules such as ITSM, ITAM, ITOM, CSM, HRSD, and CX
• Experience with Agile/Scrum development methodologies
• Experience with REST/SOAP APIs and integrations
• Experience with SQL and reporting principles
• Experience in MS Office Suite, including Excel, Outlook and Word
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff
• Strong work ethic and eagerness to produce high quality, accurate results
• Strong organizational skills and the ability to work on multiple projects at the same time
• Ability to hold sensitive information with a high level of confidentiality and integrity
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
• Ability to proactively problem solve and apply innovative solutions
• Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
• Ability to effectively meet deadlines at expected quality

Nice To Haves

• ServiceNow CAD and CTA certifications preferred

Responsibilities

• Designs, develops, and customizes ServiceNow applications, modules, and workflows within the ITSM suite (e.g., Incident, Problem, Change, Service Request Management)
• Implements and manages catalog items, forms, and approval workflows
• Creates and maintains business rules, client scripts, UI policies, data policies, and other configurations
• Monitors the health, performance, and security of the ServiceNow platform
• Performs daily administration and support tasks, including user management, data imports, and system upgrades
• Collaborates with stakeholders to analyze and optimize ITSM processes for efficiency and alignment with industry best practices (e.g., Incident, Problem, Change, Service Request Management)
• Facilitates the evaluation of all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess any change risks
• Performs incident and problem management analysis, identifying trends and recommendations for systemic problem elimination
• Facilitates the problem management process and tracks systemic problems from root cause analysis to the implementation of all remediation efforts
• Implements process improvements leveraging ServiceNow capabilities
• Develops and maintains integrations with external systems and tools using APIs, MID servers, and other ServiceNow integration capabilities
• Automates routine tasks and processes to improve productivity and service delivery
• Manages data imports, exports, and data integrity within the platform
• Creates and maintains reports, dashboards, and performance analytics to provide actionable insights to stakeholders
• Works closely with cross-functional teams, including IT, HR, and other business units, to understand requirements and deliver tailored solutions
• Provides training and support to end users and administrators as needed
• Stays up-to-date with ServiceNow releases, features, and best practices
• Identifies opportunities for platform enhancements and proposes innovative solutions
• Provides afterhours support as needed for high severity situations
• Perform other duties assigned by leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees