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Service Management (ServiceNow) DevOps Engineer in San Diego, CA at Spartan Resources, LLC

Date Posted: 3/1/2018

Job Snapshot

Job Description

Service Management (ServiceNow) DevOps EngineerSan Diego, CADirect Hire DescriptionService Management DevOps Engineer to work in Cloud group. We are looking for candidates who are passionate about automating development and production environments, owning a service from front to back, and love the challenge of working in highly distributed and dynamic Hybrid Cloud environment. In this role, you will be responsible for helping to define and implement strategies that support our many foundational services teams and external customers through the use of our ITIL Service Management platform (Service Now). Along with a systemic discipline we are also looking for candidates who can approach the DevOps discipline in new and creative ways and who are open and passionate about exploring new technologies to improve our overall environment.  Key Responsibilities:
The Service Management DevOps Engineer is responsible for the administration, development, documentation and technical support of the Service Management Service Now platform. The role will be instrumental in serving as an integration engineer across the various ITSM, Resource, Project and Operations modules. The candidate must demonstrate proven development experience in Service-Now application customization using client scripts, Business Rules, UI Scripts etc. The candidate should possess the ability to create, administer and manage Workflow Configuration. The candidate should have a basic knowledge of web applications, networks, protocols, email (SMTP, POP3) and Active Directory, LDAP. A Service-Now Admin Certification is a Plus. 
 Application Development and Support
  • Implements, documents and maintains the Service Now platform. Maintains in-depth knowledge of IS service offerings and business needs to ensure recommended solutions are prescribed with the intention of increasing the efficiency and effectiveness of those service offerings. 
  • Tests, analyzes, collaborates and assists with translating business requirements into technical requirements to ensure a smooth implementation of new enhancements, applications or modules. 
  • Utilizes Java Scripting, HTML, CSS, and PowerShell to deliver solutions that automate and audit business processes. 
  • Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to Service-now. Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule. 
  • Adheres to change management policies and procedures, i.e. thorough testing of changes, new applications and instance upgrades in a non-production environment prior to being released in the production environment. 
  • Updates & maintains a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade completes. 
  • Logs technical support incidents, problems and requests into Service-Now. Monitors incidents assigned to the Administrator. Provides succinct and pertinent updates to incidents indicating acted upon resolution and communication to user. Participates in Problems and Knowledge initiatives and other process improvements. 
  • Provides advanced technical support to Support Teams utilizing Service-Now. Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support. Creates and updates incident records in Service-now’s tracking system. 
  • Monitors and tests for optimal system performance. 
  • Reachable outside of standard working hours as needed.
 Professional Development 
  • Remains current in industry trends in Information Technology including ITIL and ITSM best practices. 
  • Ensures expertise in technology relevant to the position; proactively uses most current technology to further teamwork, client service, and efficiency.
 Qualifications and Experience
  • Bachelor’s Degree in related field and /or 5+ years of experience in IT Operations. 5+ years of experience with IT Service Management tools & 2+ years of experience with developing and administering Service-now. 
  • Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, CSS, HTTP, etc.), PowerShell, SaaS applications, network operations (networks, protocols and email [SMTP, POP3]). 
  • Strong knowledge of Agile and ITIL methodologies, ITSM concepts, enterprise IT architecture, relational databases. ITIL certifications a plus. 
  • Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment. 
  • Highly skilled and proficient in using development tools with the analytical and problem solving skills necessary to troubleshoot and provide user support. 
  • Experience documenting code and system processes and procedures in a clear manner. 
  • Experience in integrating Service now with 3rd party software products like these is a plus: Active Directory; Single Sign-on using: Digested Token, SAML 2.0. & Web Services integrations, xMatters, Solarwinds. 
  • Service-Now Admin Certification

Teamwork and Applied Skills 
  • Talent for creating team satisfaction; demonstrated ability to focus on the team value in all work. 
  • High client service ethic and a proven record in delivering exemplary client satisfaction to team. 
  • Excellent writing skills; ability to present complex ideas succinctly and clearly. 
  • Strong proficiency with Microsoft Office programs, including Word, Outlook, Excel, and PowerPoint. 
  • Strong technical aptitude and understanding, including ability to quickly learn new applications. 
  • Focused listening skills to properly determine and meet technical requirements. 
  • Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively. 
  • Strong time management and communications skills are required to keep on task and work collaboratively in a team environment. 
  • Ability to partner with internal IT resources and business process owners to deliver high quality work product. 
  • Ability to manage multiple requests, assess priorities, and achieve solutions under deadlines. 
  • Flexibility regarding work schedule to meet position needs outside of regular business hours. 
  • Ability to work effectively under pressure and to meet deadlines under sometimes stressful conditions. 
  • Reliability, dependability, and strong motivation to respond to requests quickly. 
  • Excellent teamwork skills and a strong client service orientation. 
  • Participate in local area Service-Now User Groups (SNUG) 

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