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ServiceNow ITOM and ITSM Engineer, VP
Mitsubishi - Jersey City, NJ
posted 2 months ago
About the position
The ServiceNow ITOM and ITSM Engineer at MUFG is responsible for the design, development, and implementation of ServiceNow IT Operations Management (ITOM) and IT Service Management (ITSM) solutions. This role involves collaborating with cross-functional teams to enhance IT services, improve operational efficiencies, and ensure seamless integration of ServiceNow capabilities with existing systems. The ideal candidate will possess a deep understanding of ITIL processes and proven experience in ITOM/ITSM configurations and deployments.
Responsibilities
- Design, configure, and implement ServiceNow ITOM modules including Event Management, Discovery, Orchestration, and Cloud Management.
- Integrate ServiceNow ITOM with other enterprise tools for monitoring, alerting, and incident resolution.
- Implement automated workflows for IT operations to reduce manual processes and improve efficiency.
- Manage the implementation and customization of ServiceNow ITSM modules such as Incident, Problem, Change, Request, and Service Catalog.
- Develop workflows, business rules, and UI policies to meet business requirements.
- Integrate ITSM with other IT systems to improve overall service delivery.
- Design, configure, and deploy Service Mapping to ensure accurate discovery and mapping of business services.
- Provide ongoing support, troubleshooting, and optimization of ServiceNow ITOM/ITSM functionalities.
- Ensure the stability and performance of the ServiceNow platform, including patching and upgrades.
- Collaborate with stakeholders to resolve technical issues and implement new features.
- Manage the configuration and maintenance of Application Services within ServiceNow.
- Work with IT teams and stakeholders to gather requirements and define ITOM/ITSM processes and improvements.
- Develop and implement best practices for ITIL-based processes, ensuring alignment with business needs.
- Monitor KPIs and SLAs to ensure continuous improvement of IT services.
- Provide training and knowledge transfer to team members and end-users.
- Create and maintain documentation for all ServiceNow processes, customizations, and configurations.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of hands-on experience with ServiceNow ITOM and ITSM modules.
- Strong knowledge of ITIL processes and ITSM best practices.
- Experience in configuring and customizing ServiceNow platform, including scripting in JavaScript, configuring APIs, and integrations.
- Strong understanding of CMDB management system and CSDM Framework.
- Proven expertise in ServiceNow Discovery, Event Management, and other ITOM modules.
- Experience with ServiceNow administration, including platform upgrades and patch management.
Nice-to-haves
- ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist.
- Experience in ServiceNow CMDB management, CSDM Framework and its integration with other IT systems.
- Understanding of automation, orchestration, and cloud management solutions.
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills, with the ability to work collaboratively in a team environment.
Benefits
- Comprehensive health and wellness benefits
- Retirement plans
- Educational assistance and training programs
- Income replacement for qualified employees with disabilities
- Paid maternity and parental bonding leave
- Paid vacation, sick days, and holidays
