Description

Qualifications:

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable
• A Minimum of four (4) years’ experience developing and administering ServiceNow ITOM Suite.

Required Qualifications

• Significant experience (4+ years) in ServiceNow ITOM Visibility (Discovery & Service Mapping)
• Significant experience (4+ years) in ServiceNow ITOM Health/AIOps (Event Management)
• Significant experience developing Scripts with JavaScript (Business Rules, Script Includes)
• Experience developing Workflows (Subflows, Actions) with Flow Designer
• Experience developing and integrating with web services (GraphQL, REST)
• Experience working with MidServers, Client Agents, Service Graph Connectors
• Working knowledge of Configuration Management and DevOps tools (Ansible, Jenkins, Docker).
• Working knowledge of Monitoring Tools/Integration (e.g. ScienceLogic, Dynatrace, New Relic)
• Demonstrated understanding of an Agile software development process
• Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
• Ability to establish customer trust and confidence in the CDW Managed Services
• History of balancing multiple priorities simultaneously, with the ability to adapt to changing needs
• Critical attention to detail and solid creative problem-solving skills
• Ability to perform intermediate root cause analysis
• Strong organizational, analytical, and problem-solving skills
• Customer Service focused and a high level of professionalism
• Ability to consistently follow policies and procedures
• Strong communication and documentation skills
• Excellence verbal and written communication skills, to effectively interact with all levels of organization
• Ability to prioritize work and multitask in a fast paced, diverse and growth-oriented environment
• Team player with a strong desire to continue learning and expanding experience in an evolving environment
• Good time management skills, able to meet rigid and urgent assignment schedules
• Ability to work weekends and/or off hours as necessary to meet client needs
• Ability and willingness to travel up to 50% or as needed to other CDW locations or client sites
• Ability to apply common sense in performing job. Ability to understand and follow basic guidelines.
• Ability to travel as needed.

Preferred Qualifications

• ServiceNow Certifications (CSA, Developer, Implementation Specialist)
• ServiceNow AI Experience (NowAssist for ITOM, ITOM Agentic)
• Experience managing Monitoring Tools (ScienceLogic, Dynatrace)
• Experience with OpenTelemetry (OTEL Collectors, Agents)
• ITIL Foundations Certification
• 4 years Managed Services experience

Key Skills

Education

Bachelor's degree