ResponsibilitiesThe Senior ServiceNow Engineer is a senior member of NISA's ServiceNow Engineering team, driving platform strategy and new capabilities across ITSM, ITOM, HRSD, DevOps, automation and AI-enabled capabilities. The role partners closely with business stakeholders and IT leadership to translate requirements into ServiceNow solutions and to provide a top-tier platform experience across the firm. Consistent with NISA's collaborative culture, this role sets platform standards and drives outcomes by partnering with other ServiceNow developers and vendor teams rather than working in isolation.
- Serve as the primary liaison between business stakeholders and the ServiceNow Engineering team, translating business requirements into ServiceNow solutions across ITSM, ITOM, HRSD, DevOps, and other key modules
- Support the daily cross-functional operational readiness of the ServiceNow platform, monitoring platform health and coordinating remediation to ensure stability and reliability for enterprise-wide services
- Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives, contributing technical estimation and design input to the team's delivery cadence
- Manage the lifecycle of change requests and coordinate deployments across development, test, and production environments, enforcing change-control discipline consistent with NISA's IT service management practice
- Partner with implementation vendors to confirm delivered work adheres to ServiceNow platform best practices and NISA's configuration standards
- Set and reinforce ServiceNow best practices across other business-unit developers building on the platform, providing peer guidance to maintain platform-wide consistency and supportability
- Administer all ServiceNow instances, including planning and executing upgrades and patches, opening and managing cases with ServiceNow support, participating in code peer reviews, and reviewing update sets prior to production promotion
- Apply automation and AI-enabled capabilities within the ServiceNow platform to accelerate configuration, development, and support work, with human review on every change bound for production
- Partner with Application Management, End User Support, and Cybersecurity on platform work touching shared services, integrations, and security controls
Qualifications- Bachelor's degree in computer science, information systems, or a related field, or equivalent experience
- 4+ years of experience working with the ServiceNow platform
- Experience across ITSM, ITOM, ITAM, HRSD, and DevOps modules
- Experience implementing ServiceNow modules
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Experience with ServiceNow Portal development
- Experience troubleshooting release deployments and system configuration using ServiceNow diagnostic tools, system logs, and performance analytics
- Experience in JavaScript, ServiceNow Glide objects, AngularJS, Bootstrap, CSS
- Experience translating business requirements into functional and technical specifications for ServiceNow configuration, workflow automation, and integrations
- Excellent written and verbal communication skills for both technical and non-technical audiences, with the ability to convey technical concepts clearly
NISA's culture encourages collaboration and innovation. We seek self-motivated, intellectually curious individuals willing to push themselves and others in an environment that celebrates fresh thinking. We equip employees with the resources needed to excel, and we encourage personal development. NISA is dedicated to internally cultivating and rewarding talent. Employees at NISA are provided with a wide range of benefits, including health, dental, vision and life insurance options, paid time off, a competitive retirement plan, onsite cafeteria, fitness center, a health and wellness program, and an educational assistance program.
