Senior ServiceNow Engineer

Description

Only permanent employees in this title may apply.

The team is the city's technology office. It runs affordable broadband, cybersecurity protection and digital government services for New York City.

This senior role focuses on the value, scalability and security of the city's core support infrastructure.

You will connect development and operations, working with internal process owners and service providers to keep an enterprise ITSM platform running smoothly. It is the main service management tool for 20 city agencies and the IT request system for every agency.

The work affects millions of people.

Responsibilities

• Build and maintain ServiceNow solutions for ITSM, ITOM and CMDB processes.
• Gather complex requirements from Service Owners and build forms, workflows and automation for request management.
• Maintain the live platform by updating existing forms and workflows with process owners and resolving reported problems.
• Configure new infrastructure discovery with administrators, infrastructure teams and data owners.
• Keep existing discovery running, find and fix data problems before they are reported, and handle issues raised by class owners.
• Connect ServiceNow to external systems through API calls or integration platforms.
• Keep documentation current for everything you build.
• Help end users by showing them how to use the system and fixing the issues they report.
• Work with software engineering, security and product teams to build a DevOps culture, providing technical leadership and mentoring junior engineers.
• Take on special projects and initiatives as needed.

Requirements

• Option 1: a master's degree in computer science from an accredited college or university, plus 3 years of progressively more responsible, full-time, satisfactory IT experience in application or systems development, data communications and networking, database administration, data processing or user services. At least 18 months of this must have been in an administrative, managerial or executive role in those areas, or in supervising staff who do that work.
• Option 2: a bachelor's degree from an accredited college or university, plus 4 years of the same progressively more responsible, full-time, satisfactory experience described in Option 1.
• Option 3: a 4-year high school diploma or equivalent, plus 6 years of the same progressively more responsible, full-time, satisfactory experience described in Option 1.
• Option 4: a satisfactory mix of education and experience equivalent to Options 1, 2 or 3. You must have at least a 4-year high school diploma or equivalent and at least 3 years of Option 1 experience, including the 18 months of administrative, managerial, executive or supervisory experience described in Option 1.
• Without a bachelor's degree, undergraduate credits can replace up to 2 years of the required IT experience at 30 semester credits per 6 months. Graduate computer science credits can replace up to 1 year at 30 graduate semester credits per year. Neither undergraduate nor graduate credits can replace the 18 months of administrative, managerial, executive or supervisory experience.

Conditions

Based in Brooklyn, NY.

Work runs 24/7, so you may be required to work various shifts, including weekends and/or nights or evenings.

Eligible applicants are permanent employees in this title and those reachable on the current civil service list.

Appointments are subject to oversight approval.

Open to qualified people with a disability who are eligible for the 55-a Program.

Civil service title: Computer Systems Manager, 1005D. Posting code: LI-DNI.

The company is an equal opportunity employer that bans discrimination and harassment based on legally protected status.

Benefits

• The role includes benefits.