ServiceNow Platform Engineer

Job Summary:

The ServiceNow Platform Engineer is responsible for the development, management, and growth of the ServiceNow platform within the firm. The Engineer will lead technical efforts to ensure the platform aligns with the firm's business strategy across all US and International offices. The role will also provide consultative technical leadership to the ServiceNow platform's third-party vendor team, maintaining a detailed view of the existing architecture, and designing, developing, configuring, and customizing ServiceNow applications and services. The Engineer will also be responsible for maintaining and continually improving the implemented modules, including ITSM, ITFM, HRSD, ITOM, and SPM. Additionally, the Engineer will collaborate with cross-functional teams to gather requirements and translate them into effective technical solutions.

This is a hybrid (remote and three days in the office) position, based either in our NY, Chicago or Washington, DC office.

Responsibilities:

• Administers, configures, and maintains the ServiceNow platform, focusing on IT Service Management (ITSM) and Strategic Portfolio Management (SPM) applications.
• Manages out-of-the-box functionality and perform necessary enhancements, upgrades, and maintenance.
• Develops and implements fixes for bugs and issues in ServiceNow production for ITSM and SPM.
• Creates and modifies forms, fields, and workflows according to requirements.
• Oversees change control and coordinates the release management process for ServiceNow.
• Builds dashboards and reports for IT Management and firm leadership.
• Reports on and manages data within the ServiceNow platform including imports and exports, ensuring data integrity and security.
• Handles onboarding and offboarding of ServiceNow users and ensures effective user access management and platform security, complying with regulations and internal policies.
• Utilizes ServiceNow scripting modules such as Client Scripts, UI Policies, and Business Rules to develop, customize, manage forms and fields.
• Serves as the technical expert for ServiceNow design and support issues.
• Ensures all ServiceNow applications and services are current, reliable, tuned, and accessible in accordance with service level agreements.
• Designs and implements robust ServiceNow platform enhancements to improve functionality and the overall end-user experience.
• Creates and modifies knowledge base articles to enhance user support and documentation.
• Resolves incidents and service requests promptly.

Requirements:

Knowledge, Skills and Abilities:

• Demonstrated knowledge of IT Service Management (ITSM) and Strategic Portfolio Management (SPM) principles.
• Proficiency in ServiceNow scripting modules like Client Scripts, UI Policies, Business Rules, etc.
• Knowledge of scripting languages such as JavaScript, Python, or PowerShell Web service proficiency (REST, SOAP) as well as XML and JSON is preferred.
• Develops and maintains queries against  Microsoft SQL databases such as Microsoft SQL, to prepare reporting statistics (KPIs) and status reports
• Knowledge of ITIL (Change, Incident, Problem Management), hardware and software asset management, and ticketing systems.
• Proficient working with ServiceNow components such as Automated Discovery Tool, Service Catalog, Discovery and Knowledge management is a requirement
• ITIL v3 Foundations certification minimum or working knowledge of the ITSM/ ITIL Framework  is a requirement
• ServiceNow Certified System Administrator (CSA) required.
• ServiceNow Certified System Implementation Specialist is preferred.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Service-oriented mentality with a high sense of ownership and proactive issue resolution.
• Strong communication skills, both verbal and written.

Education

• A bachelor’s degree in computer science, information technology, or a related field. Equivalent training and experience may substitute for education.

Experience

• The position requires a minimum of four (4) years of experience implementing, administering, configuring, and maintaining the ServiceNow platform.
• Minimum of two (2) years of discovery and configuration management (CMDB) experience.

• This position requires up to 25%. Candidates must be able to travel as needed to meet the organization’s needs, and participate in team meetings or on-site projects.

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package. Our benefits include healthcare, vision, dental, retirement, and all-purpose leave and progressive options such as back up childcare, wellness programs, cultural events and social activities. We take great pride in our positive, friendly culture that rewards hard work and success, at the same time recognizing the importance of family and community service.

Our Firm is committed to fair and equitable compensation practice in accordance with applicable laws. The pay range for this position is $109,000 - $143,000. Additional compensation may include a discretionary bonus. Other benefits include healthcare, vision, dental, retirement, and all-purpose leave. The salary for this position may vary based on location, market data, an applicant’s skills and prior experience, certain degrees and certifications, and other factors.

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