Senior ServiceNow Engineer

GovCIO is currently looking for a Senior ServiceNow Engineer for our client. The position is fully remote. 

The Senior ServiceNow Engineer is responsible for the analysis, design, implementation, configuration, and Tier-3 level support of a ServiceNow platform. This includes providing technical oversight and hands-on expertise in deploying and maintaining ServiceNow applications to support various IT service management (ITSM) and business process automation needs.

This role requires extensive hands-on experience in architecting ServiceNow solutions, integrating with external systems, and aligning platform capabilities with business objectives. The successful candidate should be a self-starter who can work independently and thrive in a fast-paced environment. 

• Design, implement, and maintain ServiceNow core configurations, workflows, and integrations.

• Provide technical leadership and governance for ServiceNow platform adoption and best practices.

• Participate in the full Software Development Life Cycle (SDLC), including requirements gathering, analysis, design, development, testing, training, and operational support using agile methodologies.

• Work with ServiceNow process owners and stakeholders to translate business requirements into functional solutions.

• Develop and enhance IT service request processes and workflows.

• Configure and customize ServiceNow modules, including ITSM, ITOM, ITAM, and others.

• Develop and maintain ServiceNow reports, dashboards, and performance analytics for IT management teams.

• Integrate ServiceNow with third-party applications, including Office 365, Cisco Call Center (CTI), Microsoft Teams, Splunk, APMS

• Implement and manage the Automated Testing Framework (ATF) to enhance platform reliability.

• Support the migration of AO Service Portal to the Employee Service Center (ESC).

• Provide troubleshooting and Tier-3 level support for platform-related issues.

• Maintain ServiceNow security configurations, user roles, and access controls.

• Automate maintenance of the service catalog and CMDB updates using ServiceNow Discovery. 

• Ensure compliance with ITIL best practices and ServiceNow governance frameworks.

Bachelor's in Computer Science, Information Technology or related field and 10+ years (or commensurate experience)

Required Skills and Experience

• 10+ years of experience designing, implementing, and supporting ServiceNow environments.
• Expert knowledge in ServiceNow architecture, platform administration, and workflow automation.
• Strong experience with ITSM, ITOM, and CMDB configuration and administration.
• Proficiency in JavaScript, ServiceNow Glide API, and Flow Designer.
• Experience with ServiceNow integrations using REST API, SOAP, and MID Server.
• Strong understanding of authentication and security best practices within ServiceNow.
• Knowledge of Agile and DevOps methodologies for ServiceNow development.
• Experience with ServiceNow Automated Testing Framework (ATF) and Virtual Agent.
• Ability to diagnose and resolve complex ServiceNow-related issues.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to manage multiple priorities and work in a collaborative team environment.
• Excellent communication and presentation skills.
• Clearance Required: Must be able to obtain and maintain a Public Trust 

Preferred Skills and Experience

• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS).
• Experience migrating ITSM solutions from legacy platforms to ServiceNow.
• Knowledge of ITIL, COBIT, and other IT service management frameworks.
• Experience with Performance Analytics and Business Rules scripting in ServiceNow.
• Understanding of cloud computing and SaaS principles as they relate to ServiceNow.
• Working Conditions: This is a full-time position with typical office hours. Some after-hours work may be required to perform maintenance or resolve critical issues.

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.