IT Operations Engineer

IT Operations Engineering team is a global team which is providing IT services to our chemical manufacturing business.

We are the principle team responsible for our ServiceNow ITOM discipline, Security Operation Integrations, and Infrastructure Change Management Automations. 

Our mission is to insure Visibility, Health, and Optimization pertaining to our IT infrastructure and operations used throughout our global enterprise.

Our primary responsibility is to support the ServiceNow CMDB, Discovery, Inventory, Service Mapping, Event Management, Vulnerability Management, and IT Change Management Automation. 

We drive continuous process improvement, enable better work experiences for our people, and seek greater value from our technology platforms using digitization, automation, machine learning, and artificial intelligence.

The Role:  As a member of our global IT Operations Engineering team, you will have the opportunity to lead and influence the development and improvement of our ServiceNow ITOM discipline.  Your principle responsibilities will be to develop and implement ServiceNow solutions which contribute to our mission to insure visibility, health, and optimization of our global enterprise estate.  Our work involves a high level of interaction with people and teams across all locations globally.

In this role, you will care for many tasks which the ITOE team is responsible for, this includes but is not limited to the following tasks:

• Perform day-to-day support and maintenance, work with IT teams and service providers to develop solutions in ServiceNow and coordinate support and development efforts.
• General support, administration and maintenance of ServiceNow platform and associated application, including upgrades, patches, and hotfixes.
• Work closely with IT teams to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.
• Work closely with Service Management Office (SMO) and ITOE team members to configure and improve core and custom applications.
• Work directly with end users to resolve support issues within ServiceNow
• Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.
• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow
• Load, manipulate and maintain data between Service-now and other systems
• Create ServiceNow reports and dashboards
• Ensure overall systems availability via good design/best practices, thorough testing, promotion discipline and responsiveness in root cause analysis.
• Interact with platform process owners and RACI holders and translate their business requirements into actionable development tasks.

When needed, serve as key ServiceNow application developer responsible for implementing using best practices as pertains to workflows, integration, configuration, customization, orchestration, access controls, etc.

Required Skills:

• 5 + years’ experience developing on the ServiceNow platform
• Experience on Update-Sets management including delivery code between DEV, QA and PROD instances
• Administration of a ServiceNow instance including the management of users, groups, and roles,  ACLs, business rules, workflows, UI actions, UI policies, dictionary, and catalog items
• Experience on Upgrade process / Skipped record / Patch-Hotfixes / Hi Portal requests/Cases
• Understanding of network OSI layers, protocols and ports, network topologies, types and technologies
• Understanding web service connections and packet delivery protocols including HTTP, TCP, JDBC, ODBC, SNMP, SOAP, and REST
• Ability to write complex SQL statements and code in JavaScript
• Understanding of Common Service Data Model (CSDM) 3.0 at least Crawl
• Ability to create/update/share Reports/Dashboard with 1,2 or more tables/views on ServiceNow
• Knowledge of MID Server installation/customization/Troubleshooting
• Understanding of concepts and characteristics of routing and switching (routers, switches, firewalls, NAT, load balancing)
• Ability to script, parse and interpret files/scripts using XML, JSON, RegEx, delimiters
• Ability to discuss credentials, credential access, troubleshoot permission issues, discuss and troubleshoot network connectivity with network engineers
• Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware)
• Candidates should be experienced in some or all of the following ITOM applications: CMDB, Discovery, Service Mapping, Event Management, SAM, Cloud Orchestration, Operational Intelligence and Orchestration, Firewall Audit and Reporting, Certificate Inventory and Management
• Experience with working or developing with JavaScript - HTML5, Jelly, jQuery and AngularJS a plus
• Excellent communication skills and Team work approach/vision
• Skills to write Technical documentation and workflow diagrams

Preferred Skills:

• ServiceNow Certified System Administrator (CSA) – strongly desired
• ServiceNow Certified Implementation Specialist (CIS) in any ITOM applications strongly desired
• Intermediate Windows and Unix administration skills including OS PowerShell and Batch scripting and config file interpretation / parsing
• Integration experience (SOAP,REST, and JSON as well as JDBC and file imports)
• ServiceNow Certified Implementation Specialist in some or all ITOM application areas preferred
• ServiceNow Vulnerability Response Certification is a plus
• ServiceNow Certified Developer Certification is a plus

Any background in Chemical Manufacturing and or Operational Technology background or experience is a plus