Systems Analyst Engineer - Servicenow

Mass General Brigham•Somerville, MA

8d•$62,837 - $89,762•Hybrid

About The Position

The Systems Analyst Engineer will focus on ServiceNow HR Service Delivery (HRSD) and work closely with the ITSM team. The organization is advancing its HRSD capabilities and merging multiple ServiceNow instances, creating opportunities to support platform transformation and expand knowledge across the ServiceNow suite. The role implements, maintains, and supports technical platforms and solutions involving software, networks, hardware, databases, infrastructure, applications, and security frameworks. It also manages enterprise platform operations, monitors and optimizes performance, troubleshoots issues, develops automation, contributes to platform design, supports upgrades and migrations, and collaborates on security and cross-functional projects.

Requirements

Bachelor's degree in Computer Science or a related field; equivalent experience may be accepted in lieu of a degree.
0–1 year of knowledge or education in systems engineering or system administration.
Proficiency administering enterprise systems and platforms.
Solid understanding of networking concepts, firewalls, and load balancers.
Solid understanding of data structures and database systems.
Intermediate scripting and automation skills.
Familiarity with cloud platforms such as AWS, Azure, or Google Cloud, and hybrid environments.
Ability to analyze and troubleshoot complex system and application issues.
Experience with system monitoring tools and interpreting performance data.
Understanding of system security concepts and security-leading practices.
Effective collaboration and communication skills across technical and non-technical teams.
Availability to work Monday through Friday during Eastern business hours.
For hybrid work, availability to work onsite in the office at least once weekly; remote work requires a stable, secure, quiet, compliant workstation.

Responsibilities

Implement, maintain, and support technical platforms and solutions involving software, networks, hardware, databases, infrastructure, applications, and security frameworks.
Manage day-to-day operations of enterprise platforms, including applications, servers, storage, and networked services.
Monitor and optimize platform performance, availability, and capacity.
Troubleshoot and resolve complex platform issues across multiple environments.
Develop and maintain automation scripts and tools to improve operational efficiency.
Contribute to the design and implementation of new platforms and services.
Participate in platform upgrades, migrations, and patch management.
Support security hardening and vulnerability remediation efforts.
Collaborate with cross-functional teams on business and technical projects.
Support ServiceNow HRSD capabilities and collaborate with the ITSM team on the effort to merge ServiceNow instances.