ServiceNow Engineer I (Remote Opportunity)

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

Job Summary

ServiceNow Engineer I is essential in maintaining, growing and guiding critical platforms and tools across campus. Working closely with stakeholders, project managers, subject matter experts and other ServiceNow Engineers, this individual primarily focuses on the many facets of the ServiceNow platform, including but not limited to primary development, programming / configurations, requirement gathering, technical analysis, user & group management, reporting, emergency response, production administration, implementing new modules, risk adverse customizations and integrations. Due to the extensive development and analytical skills required by this position, this individual may be tapped to develop and maintain other systems according to departmental priorities.

Essential Functions

• Designs solutions within the ITSM platform environment including modifications to applications, integrations, user interfaces / workspaces, and workflows as well as new automations, enhancements, and modules to improve user experience.
• Maintains, develops, configures, and administers all ITSM platform environments and instances for the entire campus.
• Develops, codes and tests solutions and enhancements including new modules, functionality, reports, user interfaces, integrations and automations. Assists in the development / release cycle and follows change management and code migration best practices. Applies development skills to assist in maintaining other departmental priorities, systems, integrations, etc.
• Performs in-depth technical analysis and limited requirement gathering by leveraging : analytical techniques, current system documentation, business processes / rules / logic, data gathering to solve complex issues, and key performance indicators.
• Develops diagrams / flows, plans and technical requirements. Follows best practices for documenting code, configurations, changes, requirements and solutions.
• Assists technical teams in translating various application functionality into technical solutions consistent with campus IT architecture and standards.
• Performs operational and maintenance functions required by the ITSM platform, integrations, modules and various user groups. Provides data loading / cleansing, troubleshooting, issue resolution, user assistance, system patching / upgrades, system monitoring and configuration support. Ensures access, permissions and data confidentiality are rigorously maintained and monitored.
• Provides mentoring, tier 3 support and demonstrations of the ITSM platform.

Other Functions Performs other related duties assigned by the manager. Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Physical Demands / Working Conditions Typical office activities.

Work Schedule

Salary Information Level 28 PSU Hiring Ranges

Special Instructions to Applicant

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage, please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.

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