ServiceNow ITOM

• Client vision is to be the national provider of Managed Services. We’ll achieve this reputation by continuing to delight our customers and being the employer of choice for Managed Services.
• The Senior Software Engineer – ServiceNow ITOM provides support for the ITOM suite within ServiceNow, leveraged by CDW Managed Services.
• This involves developing enterprise level ITOM Visibility, ITOM Health AIOps and Service Observability applications, maintaining operational excellence, and integration with Monitoring and external AIOps tools.
• This role is a member of the team responsible for the creation, availability, improvements to, and expansion of the ServiceNow ITOM suite.
• Engineers at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills.

• Work with technology owners and stakeholders to formalize requirements and business needs.
• Translate collected business needs and requirements into efficient and scalable application solutions
• Collaborate with Platform Owner for optimal solution architecture, efficiency, maintainability, and scalability.
• Develop and execute test plans to ensure service continuity as new solutions are implemented.
• Develop and maintain applications to CDW standards and quality.
• Complete tasks and projects in a timely manner, honoring commitments to stakeholders and management.
• Participate in Scrum activities, including story creation, sprint planning, daily stand-ups, and sprint reviews.
• Ensure stakeholders responses are timely and in a professional manner. Foster open lines of communication.
• Perform operational activities to maintain system availability and meet the needs of customers and coworkers.
• Perform client consulting in specialized areas of technology (Networking, Systems, Virtualization, Storage, etc).
• Provide innovative technical solutions to complex hardware/software problems.
• Provide technical support services and consulting to Managed Services clients to meet their business needs.
• Understand and Deliver Managed Services offerings as outlined in the CDW Service Catalog.
• Provide detailed and effective communication to internal and external customers.
• Concisely articulate problems and solutions for issues to internal and external clients.
• Participate in on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives.
• Conduct throughput analysis, problem solving, and infrastructure planning.
• Identify and communicate potential opportunities for cross-selling to the sales team.
• Manage time and expense to meet or exceed expectations defined in the Statement of Work.
• Provide high quality content deliverables using the appropriate document templates.
• Ability to follow through with tasks, projects, troubleshooting with little or no supervision.
• Serve as technical point of contact on customer engagements and internal projects.
• Conducts/leads design workshops for complex designs to meet customer, business and technical objectives.
• Educates the customer on solution as appropriate throughout the life of the project or service life.
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
• Communicates with Engineering Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).

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

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

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