• IND Lead Engineer, Infrastructure
• GCC035

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Position Overview

As a Service Now ITOM Engineer, you will work closely with customers and the internal team to comprehend and document technical requirements, provide recommendations based on system capabilities and best practices, develop and support configuration changes to the CMS, provide technical oversight of the CMDB and related capabilities, support discovery and service mapping maturation, participate in platform upgrades and maintenance, perform data quality audits/improvements, and provide incident support.

Key Responsibilities

• Provide support for Service Now Discovery both on-prem and Cloud (AWS, GCP) including event driven discovery, such as enhancing cloud discovery by modifying OOTB Patterns or developing custom patterns, enhancing existing OOTB discovery and service mapping patterns for custom configurations, debugging existing patterns while troubleshooting discovery issues and debugging cloud authorization issues.

• Partnering with business and IT operations stakeholders to define, prioritize and execute Service Now enhancements that successfully deliver discovery, service mapping, integrations, and other CMS capabilities.

• Implementing new Service Now features and modules such as (but not limited to) Service Mapping, Event Management, and Discovery.

• Administers operational support of Service Now to ensure it is run and maintained in keeping with industry standards and best practices

• Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills.

• Supports Service Now mid server environments including oversight of ongoing development activities, system administration migrations, troubleshooting and upgrades.

• Develop code and configuration updates across Service Now development and production environments, including planning, testing, and change management.  Utilize update sets in Service Now and prepare documented deployment plans; participate in weekly developer and deployment meetings.

• Creates technical requirements, design, and customer facing documentation to support Service Now initiatives.

• Advising and researching on new ITOM tools and features.

• Resolution of incidents and implementation of requests and tasks associated with ITOM.

Required Skills & Experience:

• Minimum 3 years of hands-on experience in Service Now

• Extensive and proven experience with supporting and implementing CSM modules, configuration management database (CMDB), and Discovery

• Knowledge of Service Now Administration Advanced, Service Now development fundamentals, Service Now Discovery Advanced and Service Mapping fundamentals knowledge.

• Knowledge and/or technical certifications for Amazon Web Services (AWS) services; ITIL v4 foundations; Service Now Implementor, Developer or Administrator paths

• Knowledge of scripting languages and tools, including PowerShell, JavaScript

• BS in Computer Science or equivalent experience

• Experience with relational database data modeling

• Experience in process development and Service Now automation and integration.

• Possess strong project management, technical writing, end user documentation skills

• Self-starter with strong organizational change management skills

• Knowledge of implementing scripted Web services in Service Now.

• Intermediate knowledge with SQL, JavaScript, SOAP, and REST as they relate to Service Now

• Excellent customer service skills

Nice to Have

• General knowledge of infrastructure components and topologies, including Web Application Servers, Load Balancers, Databases, and cloud technologies (AWS preferred)

What We Offer

• Collaborative work environment with global teams.

• Competitive compensation and comprehensive benefits.

• Continuous learning and growth opportunities in geospatial and risk analytics technologies.

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