Service Management Engineer

E4 Health   •  

Kansas City, MO

Industry: Healthcare


Less than 5 years

Posted 240 days ago

This job is no longer available.

Service Management Engineer - Kansas City, MO

Information Technology

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    • Posted: April 3, 2018
  • Full-Time
    • NONE, MO, United States

Job Details


The IT Service Management Engineer is responsible for assuring the stability and performance of the ServiceNow platform. This person is primarily responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions. This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience. 
• Provide administrative support to the ServiceNow user base 
• Monitor and optimize the health, usage, and overall compliance of the ServiceNow platform 
• Identify system deficiencies and divergences from best practice within the product instance 
• Coordinate & execute platform upgrades & maintenance 
• Perform upkeep on existing solutions (e.g. business rules, UI policies, client scripts, ACLs, workflows, dashboard & reporting, data imports, service catalog development, etc) 
• Provide after hours and On Call Support as needed 
• Advise teams on design, development and overall best practice configuration of ServiceNow 
Lead and implement the design and configuration of new solutions in ServiceNow 
• Maintain dashboards and report on KPIs & metrics in ServiceNow Performance 
• Document/Maintain functional business requirements, process flow diagrams, and business use cases 
• Assist the process for reviewing and improving policies and procedures to support an ITSM/ITIL framework 
• Leverage business analysis knowledge to drvie business process improvements 
Work with ServiceNow’s development teams to implement the latest capabilities of ServiceNow’s products 
Work with Systems Engineers and Administrators to define integrations and perform integrations and process automation using ServiceNow Orchestration, REST and SOAP web services 
• Create ITSM Governance standards and ensure that all changes to reporting, processes, and procedures are reflected 
Bachelor’s or Associate’s Degree in the Technology Field or 4 or more years of equivalent professional experience 
• Three or more years of experience leading, developing, testing ServiceNow solutions 
• Three or more years of hands-on experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics 
Working knowledge of ServiceNow IT Operations Management (ITOM) suite of capabilities, to include MID Deployment, Discovery, CMDB, Orchestration, Event Management, Operations Intelligence, Service Mapping 
• Excellent knowledge in ServiceNow best practices and ongoing knowledge of latest ServiceNow features 
• Excellent understanding of ITSM processes based on ITIL v3 
Preferred Skills 
• Background in Java Scripting, XML, HTML, AJAX, CSS, JSON, PERL scripting, REST and/or SOAP 
• Two or more years’ experience working in a data center environment; or other relevant critical process environment 
• Certified ServiceNow Developer Certified ITIL v3 Foundation 
Key Attributes 
• Exhibit excellent interpersonal skills with all levels of the organization 
• Use organizational skills to determine prioritization and appropriate multitasking 
• Write concisely and speak clearly 
• Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines and weaknesses 
• Perform necessary and timely follow-up, escalating appropriately if necessary

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employeeswho have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access tocompensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent withthe contractor’s legal duty to furnish information.