Role: ServiceNow ITSM Engineer Location: Cincinnati, OH Contract Experience: 12 Years CAD, CSA and CIS-ITSM certification are mandatory. Key Responsibilities ServiceNow Administration & Support Provide end-to-end administration and support for the ServiceNow platform. Manage users, groups, roles, permissions, and access controls. Monitor platform health, uptime, performance, and system availability. Troubleshoot and resolve ServiceNow incidents, issues, and platform-related problems. Administer code releases, patches, plugins, upgrades, and clone activities. Support disaster recovery testing, backups, restores, and instance recovery activities. Manage ServiceNow licensing and reporting requirements. Platform Development & Configuration Configure and support ServiceNow ITSM, SPM, and CSM solutions. Develop and maintain Catalog Items, Flow Designer workflows, custom applications, and platform integrations. Support Service Portal, Virtual Agent, Knowledge Management, and Mobile capabilities. Utilize Automatic Test Framework (ATF) for testing and validation. Review code, identify defects, and collaborate with development teams on remediation. Integrations & Security Support REST, SOAP, ServiceNow Spokes, and third-party integrations. Diagnose and resolve Discovery and Service Mapping issues. Address platform vulnerabilities, especially MID Server security findings. Implement security best practices and support audit requirements. Manage credentials and secrets using enterprise vault solutions. Agile Delivery & Operations Participate in Agile/Kanban ceremonies, sprint planning, daily standups, and release activities. Create and maintain technical documentation, knowledge articles, and operational procedures. Manage incident queues and provide timely issue resolution. Document work using user stories and Agile project management practices. Collaborate with stakeholders, business teams, and technical teams to deliver platform enhancements. Required Qualifications 5 years of hands-on experience with the ServiceNow platform. Strong expertise in ServiceNow ITSM implementations and administration. Experience with ServiceNow CSM, SPM, Service Portal, Virtual Agent, and Mobile solutions. Strong understanding of ServiceNow Architecture and platform best practices. Experience with REST APIs, SOAP integrations, Flow Designer, Discovery, and Service Mapping. Knowledge of ITIL processes including Incident, Change, Problem, Knowledge, and Service Catalog Management. Experience supporting platform upgrades, patching, cloning, security remediation, and performance tuning. Bachelor's Degree in Computer Science or equivalent experience. Mandatory Certifications ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM) ServiceNow Certified Application Developer (CAD)bfb3568a-762b-4989-884b-a9682aa104ca
ServiceNow ITSM Engineer • Cincinnati, OH, US
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