ServiceNow Platform Engineer at Crowell & Moring – San Francisco, CA,

• Service Now Platform Engineer at Crowell & Moring – San Francisco, CA, United States

Job Summary:

The Service Now Platform Engineer is responsible for the development, management, and growth of the Service Now platform within the firm. The Engineer will lead technical efforts to ensure the platform aligns with the firm’s business strategy across all US and International offices. The role will also provide consultative technical leadership to the Service Now platform’s third-party vendor team, maintaining a detailed view of the existing architecture, and designing, developing, configuring, and customizing Service Now applications and services.

The Engineer will also be responsible for maintaining and continually improving the implemented modules, including ITSM, ITFM, HRSD, ITOM, and SPM. Additionally, the Engineer will collaborate with cross-functional teams to gather requirements and translate them into effective technical solutions.

Responsibilities:

• Administers, configures, and maintains the Service Now platform, focusing on IT Service Management (ITSM) and Strategic Portfolio Management (SPM) applications.
• Manages out-of-the-box functionality and perform necessary enhancements, upgrades, and maintenance.
• Develops and implements fixes for bugs and issues in Service Now production for ITSM and SPM.
• Creates and modifies forms, fields, and workflows according to requirements.
• Oversees change control and coordinates the release management process for Service Now.
• Builds dashboards and reports for IT Management and firm leadership.
• Reports on and manages data within the Service Now platform including imports and exports, ensuring data integrity and security.
• Handles onboarding and offboarding of Service Now users and ensures effective user access management and platform security, complying with regulations and internal policies.
• Utilizes Service Now scripting modules such as Client Scripts, UI Policies, and Business Rules to develop, customize, manage forms and fields.
• Serves as the technical expert for Service Now design and support issues.
• Ensures all Service Now applications and services are current, reliable, tuned, and accessible in accordance with service level agreements.
• Designs and implements robust Service Now platform enhancements to improve functionality and the overall end-user experience.
• Creates and modifies knowledge base articles to enhance user support and documentation.
• Resolves incidents and service requests promptly.

Knowledge, Skills and Abilities:

• Demonstrated knowledge of IT Service Management (ITSM) and Strategic Portfolio Management (SPM) principles.
• Proficiency in Service Now scripting modules like Client Scripts, UI Policies, Business Rules, etc.
• Develops and maintains queries against Microsoft SQL databases such as Microsoft SQL, to prepare reporting statistics (KPIs) and status reports
• Knowledge of ITIL (Change, Incident, Problem Management), hardware and software asset management, and ticketing systems.
• Proficient working with Service Now components such as Automated Discovery Tool, Service Catalog, Discovery and Knowledge management is a requirement
• ITIL v3 Foundations certification minimum or working knowledge of the ITSM/ ITIL Framework is a requirement
• Service Now Certified System Administrator (CSA) required.
• Service Now Certified System Implementation Specialist is preferred.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Service-oriented mentality with a high sense of ownership and proactive issue resolution.
• Strong communication skills, both verbal and written.

Education

• A bachelor’s degree in computer science, information technology, or a related field. Equivalent training and experience may substitute for education.

Experience

Crowell & Moring LLP offers a competitive compensation and comprehensive benefits package. Our benefits include healthcare, vision, dental, retirement, and all-purpose leave and progressive options such as back up childcare, wellness programs,…