ServiceNow IT Operations Management (ITOM) Federal Engineer

Note: this role is a virtual/work from home/remote opportunity

ServiceNow IT Operations Management (ITOM) Federal Engineer

Serve as a part of an ServiceNow IT operations management (ITOM) team in a fast-paced Web application environment supporting the Alight Federal business. Work with the customers and team to comprehend requirements and provide recommendations based on ITOM system capabilities, industry best practices, and the preferred outcome. Work in a dynamic, large team and environment supporting the business, using next-generation tools, standards, and processes, including AWS, Azure, Automation, ServiceNow, New Relic, Terraform, and operating in an Agile environment.

The primary responsibilities of the role include:

• Partners with federal business and IT operations stakeholders to define, prioritize and execute ServiceNow ITOM operational needs and enhancements to successfully deliver ITOM capabilities which includes monitoring, discovery, and event management, and service mapping
• Leads sessions to gather, define, and document business and technical requirements.
• Implements new ServiceNow ITOM features and modules such as (but not limited to) Service Mapping, Event Management, and Discovery.
• Builds and develops monitoring tool integrations with ServiceNow event management.
• Builds and develops ServiceNow Discovery and Service Mapping patterns to support business and IT.
• Responsible for New Relic product support and expertise within Alight and ownership consisting of managing agent version upgrades, features, and support for the federal client.
• Administers operational support of ServiceNow ITOM to ensure it is run and maintained in keeping with industry standards and best practices and meet the business and IT needs.
• Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills.
• Supports ServiceNow ITOM technical server environments (e.g. mid servers), including oversight of ongoing development activities and system administration.
• Oversees and executes migration of code and configurations across ServiceNow development and production environments, including planning, testing and change management.
• Creates technical requirements, design, and playbook documentation to support ServiceNow ITOM initiatives and team members.
• Proactive identification of tasks to mitigate operational risks.
• Advising and researching on new ITOM tools and features.
• Resolution of incidents and implementation of changes tasks associated with ITOM.

A successful candidate will provide the following professional background:

• Minimum 5 years of experience in ServiceNow
• Extensive and proven experience with supporting and implementing ITOM modules (Event Management), configuration management database (CMDB), and Discovery
• Experience supporting New Relic in an enterprise production environment
• Knowledge of ServiceNow fundamentals, ServiceNow Discovery Fundamentals, and Service Mapping fundamentals knowledge.
• ITIL & ITSM & ITOM proven experience
• Experience operating in a Linux and Windows environment.
• Knowledge of Amazon Web Services (AWS) services and integration with ITOM
• Knowledge of scripting languages, including PowerShell or Bash
• Communication skills with IT technical teams and business stakeholders
• Project management skills for Service Assurance solutions
• Customer-centric approach
• Strong documentation skills
• Teamwork ability. Must be good team player
• Strong Organizational skills and excellent work ethics
• Excellent communicator and able to work with teams in various locations
• Excellent knowledge of English Language (Verbal and Written)
• Excellent follow up skills, self-directed, and proactive.

Additional Qualifications

• Experience in working with PowerShell, Python, RegEx, and batch scripting on either Window or UNIX/Linux platforms.
• Knowledge of Web Application Servers, Load Balancers, Databases, Server Virtualization, and Data Visualization solutions
• ServiceNow Discovery Fundamentals, Event Management Fundamentals, Service Mapping Fundamentals, and/or Implementation Certification
• New Relic certifications
• Knowledge of implementing scripted Web services in ServiceNow, jQuery or Prototype libraries, Java, SOAP, REST, and CMDB or asset integrations in ServiceNow

Background Check Required

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all of the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.