Summary
What you’ll impact
The Senior Specialist, Infrastructure Solution Engineer will provide advanced troubleshooting and support for ServiceNow platforms across multiple domains, while participating in 24x7 rotation schedules and meeting service level agreements. The role requires extensive ServiceNow expertise, certifications, and strong communication and teamwork abilities, and is based in Lake Mary, Florida.
Responsibilities
What you'll do
- Perform advanced troubleshooting of ServiceNow issues across IT Service Management, IT Business Management, Security Operations, Integrated Risk Management, Human Resources, Workplace Service Delivery, Custom Applications and Core platform areas
- Support weekly release cycles & application deployments by support staff
- Be a participant in 24x7 rotation schedules ensuring adequate coverage during all shifts
- Meet team SLAs for INC, Request mgmt, etc. & support automation and continuous service improvement efforts
Requirements
What you’ll bring
- CSA (Certified System Admin) ServiceNow certification
- Extensive (4+ yrs) technical & support knowledge of the ServiceNow Platform including:
- ServiceNow APIs
- MID Server
- Basic to Advanced Scripting (Javascript)
- ServiceNow Performance Tuning
- Knowledge of Release Management including update sets, fix scripts, plug-in installations and maintenance
- Excellent communication skills & the ability to develop clear written materials in support of objectives
- Team player with the ability to lead discussions and initiatives with minimal oversight
- US Citizen
- CAD (Certified Application Developer) for ServiceNow
- ServiceNow Integrated Risk Management and / or Security Operations certifications
- Knowledge of xMatters notification platform a plus
- Vendor management skills
- Previous experience of application(s) supporting 20K+ populations
- Good understanding of ITIL processes (ITIL v3 or v4 knowledge)
- Understanding of an Agile Software Delivery Lifecycle Process