ServiceNow Engineer

$102,900 - $216,200/Yr

CACI International

Full-time - Mid Level

Professional, Scientific, and Technical Services

About the position

The ServiceNow Engineer role at CACI involves delivering enterprise-level services and capabilities within a collaborative Agile development environment. The engineer will focus on developing solutions for IT Service Management (ITSM), managing cloud server applications, and ensuring system performance while troubleshooting issues. This position requires a proactive approach to system design and support, with responsibilities including on-call support for system upgrades.

Responsibilities

• Provides technical expertise in system design, installation, configuration, tuning, capacity planning, troubleshooting, and problem resolution.
• Responds to Incidents and Changes submitted by customers, including Tier 2 level triage.
• Responds to alerts and customer-reported issues, escalates problems as required, and resolves significant matters by exercising independent judgment within established support practices.
• Develops and interprets detailed installation instructions and supporting documentation for system design deployments.
• Deploys approved release packages and break-fix solutions on ServiceNow in accordance with Configuration, Change, and Release Management policies and procedures.

Requirements

• An Active TS/SCI Clearance with Polygraph
• DoD 8570 IAT Level II Certification - Security+
• Experience in a Tier 3 ServiceNow role for at least 5 years
• Experience with ITSM principles and ITIL best practices
• Excellent debugging and troubleshooting of existing code bases
• Excellent communication and mentoring skills

Nice-to-haves

• Knowledge of Agile methodology
• Awareness and experience with widely successful Agile techniques: User Stories, Continuous Integration, Continuous Testing, Pairing, Automated Testing, etc.
• Certifications with AWS technologies, Splunk, ServiceNow, Linux, Microsoft servers
• Leadership skills and knowledge of facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency
• Software development and release management experience

Benefits

• Healthcare benefits
• Wellness programs
• Financial benefits
• Retirement plans
• Family support programs
• Continuing education opportunities
• Flexible time off benefits