This role will be pivotal in driving automation and optimizing our IT Service Management (ITSM) and IT Operations Management (ITOM) capabilities within the ServiceNow platform. The ideal candidate will possess a strong understanding of ServiceNow modules, particularly ITOM (Discovery, Service Mapping) and implementing integrations, and a proven track record of developing and implementing automated solutions to enhance IT service delivery.
ServiceNow Administration & Development
- Configure, customize, and maintain the ServiceNow platform, focusing on ITSM, ITOM, and ITAM modules.
- Develop and implement workflows, business rules, UI policies, client scripts, and other customizations to meet business requirements.
- Design and implement automated solutions to streamline IT processes and improve efficiency.
- Perform system upgrades, patching, and maintenance, ensuring minimal disruption to services.
- Manage and maintain ServiceNow integrations with other systems.
- Create and maintain comprehensive documentation for all configurations and customizations.
IT Operations Management
- Implement and manage ServiceNow Discovery to accurately populate the CMDB.
- Develop and maintain Service Maps to visualize and manage service dependencies.
- Manage and maintain CMDB health, ensuring data accuracy and completeness.
- Develop and implement CMDB health dashboards, reports, and processes.
- Troubleshoot ITOM related issues.
Automation
- Identify and implement automation opportunities to reduce manual effort and improve service delivery.
- Develop and maintain automated workflows and integrations using Flow Designer and other ServiceNow automation tools.
- Implement automated testing and validation processes.
- Leverage ServiceNow's orchestration capabilities to automate complex IT tasks.
Collaboration & Support
- May provide guidance/training to more junior staff.
- Provide technical support and troubleshooting for ServiceNow users.
- Stay up to date with the latest ServiceNow features and best practices.
- Work closely with IT teams, business stakeholders, and vendors to gather requirements and implement solutions.
- Requires technical and business knowledge in multiple disciplines/processes.
- Participate in project planning and execution.
- Participates in 24x7 on-call rotation. Able to work evenings/weekends as project needs/emergencies arise.
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
Job Requirements:
- Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
- ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD) preferred.
- Minimum of seven years of experience as a ServiceNow administrator and/or developer.
- Proven track record of developing and implementing automated solutions within ServiceNow.
- Strong experience with ServiceNow ITOM modules (Discovery, Service Mapping).
- Experience with Flow Designer, scripting (JavaScript, Glide), and web services (REST, SOAP).
- Experience with CMDB management and best practices.
- Experience with Integration Hub. Experience with Workflow Data Fabric, a plus.
- ServiceNow certifications (CSA, CAD, CIS-ITOM) are highly desirable.
- Experience with Event Management and/or Health Log Analytics is a plus.
- ITIL Foundation certification
- Strong math, verbal, and written communication skills
- Good negotiation skills.
- Detail oriented.
- Exercises sound judgment.
- Ability to work under stress from demanding deadlines and changing priorities.
- Ability to train, delegate and review the work of junior staff.
- Ability to prioritize and organize work assignments for a work group.
- Ability to maintain a professional composure with customers in difficult situations.
- Ability to maintain confidentiality regarding customer information and employee data
Flagstar is an equal Opportunity Employer.